Knowledge base
Fixes for the things that actually break
Short answers to the problems that bring people to support, written so you can act on them without waiting for a reply.
Troubleshooting
The questions that come up most
Ordered by how often they land in the queue rather than by how interesting they are.
My change is not showing
Nine times in ten this is a cache you did not know about — a plugin, your browser, or a proxy in front of us. How to tell which one in under a minute.
The site is down after an update
Rolling back to the restore point taken before the update, and how to identify the plugin responsible without taking the site down again.
Locked out of wp-admin
Resetting a password over WP-CLI, clearing a login rate limit you triggered yourself, and recovering when the email address is wrong.
Customers seeing the wrong basket
What makes a WooCommerce page cacheable, which cookies force a bypass, and how a caching plugin can undo the protection.
Contact form emails not arriving
Why PHP mail is unreliable, setting up authenticated SMTP, and checking whether the message left at all.
Domain still pointing at the old host
Reading DNS propagation honestly, which record is wrong, and why your machine sees something different from everyone else's.
Site suddenly slow
Separating a slow origin from a slow plugin from a traffic spike, and the three things worth checking before you email us.
Mixed content warnings
Finding the assets still loading over HTTP after a migration and rewriting them safely across the database.
Staging changes went missing
What a push actually overwrites, why pushing files and database separately matters on a live store, and how to recover.
These articles are being written now. In the meantime, send the symptom to support and an engineer will walk you through it — that is what the queue is for.