While we’re always ready to help you with anything that you need help with by opening a ticket, before reaching out for support, try these quick troubleshooting steps to resolve common SureCart issues.
These simple steps can solve up to 80% of common problems, saving you time and getting you back to using SureCart smoothly.
Before contacting support, try these steps to resolve common SureCart issues:
These steps can help with issues related to:
- Display and layout: How SureCart appears on your WordPress site.
- Browser errors: Issues specific to your web browser.
- Functionality: Any problem with how SureCart functions on your site.
If you are experiencing any of these issues, please check the initial steps below.
Initial Troubleshooting Steps:
- Update SureCart: Ensure you’re using the latest version for optimal performance.
- Clear Cache: Clear your browser cache, cookies, and WordPress site cache to eliminate temporary data causing conflicts.
- Clear SureCart Account Cache: You can try to clear your SureCart account cache by going to SureCart > Settings and clicking on the “Clear Account Cache” in the top-right corner.
- Try a different browser/device: Rule out browser-specific issues.
- Disable caching on SureCart pages (if applicable): If you use caching plugins, exclude SureCart pages and sections to prevent conflicts.
- Check for plugin conflicts: Temporarily disable other plugins one by one to identify potential conflicts with SureCart. Do the same with your theme if necessary.
- Verify required pages: Ensure essential pages like Shop, Checkout, Customer Dashboard, and Cart are not deleted or trashed. Restore them if needed.
- Recreate products/forms (if issue is specific): If only one product or form has issues, try recreating it instead of duplicating.
- Customize CSS (optional): Refer to SureCart’s guide for proper CSS customization using ShadowDOM.
- Address translation issues: Use the LocoTranslate plugin and follow SureCart’s translation guide.
- Review settings: Check related settings in SureCart and other plugins for potential conflicts.
Remember:
- Try steps one at a time, checking if the issue persists after each step to isolate the problem.
- Make minimal changes to your site to avoid causing further issues.
Additional Resources:
- SureCart Troubleshooting: https://surecart.com/docs-category/frequently-asked-questions-faqs/
- SureCart Translation Guide: https://surecart.com/translate-surecart-into-your-language/
If you’ve tried these steps and still experience issues, please contact SureCart support for further assistance.
Payment Issues and External Connections:
These steps can help troubleshoot issues related to payments and external connections:
1. Refresh or Reconnect Payment Processors:
- Go to your SureCart App Dashboard > Settings > Payments.
- Choose to refresh or disconnect and reconnect your payment processors if you’re experiencing checkout issues.
2. Try Different Payment Processors:
- Connect a different payment processor to see if the problem persists. This helps determine if the issue is specific to a processor or SureCart.
3. Verify Payment Processor Account:
- Double-check that you’ve connected the correct account within your payment processor platform. Some platforms allow switching accounts, so ensure you’re using the intended one.
4. Verify Connected SureCart Shop:
- Ensure you’ve connected the correct SureCart Shop from the dashboard to your WordPress site.
- If you suspect an incorrect connection, simply reconnect the Secret Token on your WordPress site. Refer to the SureCart guide for instructions.
Additional Tips:
- Check the status of your payment processor service. Outages can cause temporary issues.
- Ensure your account with the payment processor has sufficient permissions and is not blocked.
If you’ve tried these steps and still experience issues, please contact SureCart support for further assistance.
Troubleshooting Advanced Issues
For issues related to webhooks, API, and other advanced functionalities, try these steps:
Webhooks and API Issues:
1. Resync Webhooks (for webhook failures):
- Go to your WordPress site > SureCart > Settings > Connection > Advanced Options.
- Click on “Resync Webhooks“.
- Return to your SureCart Dashboard and retry the webhooks to see if the issue persists.
2. Developer Resources:
- Developer Documentation: https://developer.surecart.com/docs/getting-started (covers various API-related topics)
3. JSON Error Documentation: https://surecart.com/docs/is-not-a-valid-json-response (specifically for troubleshooting JSON issues)
Additional Tips:
- Ensure your web server is configured to handle and process webhooks.
- Check the logs on both your WordPress site and SureCart Dashboard for any error messages related to webhooks.
If you’ve tried these steps and still experience issues, please contact SureCart support for further assistance.
SureCart is committed to your success!
Before reaching out for support, we encourage you to check our extensive documentation. Many common issues and solutions are readily available online, saving you time and effort.
If you can’t find the answer you’re looking for, our friendly support team is here to help. Don’t hesitate to reach out here!
