Support

Support and help centre

The PW Merchant Support and Help Centre is designed to help WooCommerce store owners solve installation, licence, connection, product review and Merchant operation problems through a clearer and more organised support process.

PW Merchant works across several systems. WordPress, WooCommerce, the hosting environment, the licence service, Google account access and Google Merchant Center settings can all affect the final result.

For this reason, every problem should be reviewed according to its actual source.

A product issue may begin in WooCommerce. A connection problem may be caused by the selected Google account. A licence error may be related to the authorised domain. A stopped background operation may be caused by server resources or scheduled-task problems.

The purpose of the support centre is to help users identify the correct area, collect the necessary information and reach a solution without unnecessary repetition.

Start with the plugin status screen

Before creating a support request, open the PW Merchant administration area and review the available status information.

The status screen may help you understand whether the basic system requirements are working correctly.

Check the following areas where available:

• WordPress version
• WooCommerce status
• PHP version
• Licence status
• Authorised domain
• Google connection status
• Merchant Center account selection
• Scheduled task status
• Background operation status
• Recent warnings or errors

If the screen shows a critical warning, review that warning before beginning another product operation.

Repeating the same action without understanding the cause may create additional logs, duplicate requests or unnecessary server load.

Before contacting support, confirm what is working, what is not working and at which stage the problem begins.

Installation support

Installation problems usually occur while uploading, activating or preparing the plugin.

Common installation issues may include:

• The ZIP package cannot be uploaded.
• WordPress reports that the destination folder already exists.
• The plugin cannot be activated.
• WooCommerce is not detected.
• The PHP version is unsupported.
• A required server extension is unavailable.
• A fatal error appears during activation.
• The administration menu does not appear.

Before requesting installation support, confirm that you are using the original and authorised PW Merchant package.

Also check that WooCommerce is active and the website meets the supported system requirements.

If WordPress shows an exact error message, copy the full text. Do not send only a message such as “the plugin does not work.”

A useful installation support request should include:

• WordPress version
• WooCommerce version
• PHP version
• PW Merchant version
• Installation method
• Exact error message
• The stage where the error occurred

Licence support

Licence support covers problems related to authorised activation, domain matching, licence status and renewal access.

Common licence issues may include:

• The licence key is not accepted.
• The domain does not match.
• The licence appears inactive.
• The installation limit has been reached.
• The licence was used on an old domain.
• A staging or test installation creates a conflict.
• The licence status cannot be retrieved.
• The licence period has expired.

Before contacting support, check whether the licence key was copied correctly and whether any spaces were included before or after the key.

Confirm that the licence belongs to PW Merchant and that the authorised domain matches the current website.

Do not publish the complete licence key in a public message, screenshot or forum post.

For licence support, provide:

• The website domain
• PW Merchant version
• The visible licence status
• The exact licence error message
• Whether the site is live, staging or development

Only send the complete licence key through the official and secure support channel when it is specifically requested.

Google connection support

PW Merchant requires the correct Google account and Merchant Center access.

A connection problem may occur when:

• The wrong Google account is selected.
• The user does not have access to the Merchant account.
• The Merchant Center account is not fully prepared.
• The website has not been verified or claimed.
• The authorisation process is interrupted.
• A browser blocks part of the connection process.
• A firewall blocks external requests.
• A temporary Google service interruption occurs.

Before asking for support, confirm that you are signed into the correct Google account.

If several Google accounts are open in the browser, use a private browser window or sign out of unrelated accounts before repeating the connection.

After the connection, review the Merchant account name and website domain shown inside PW Merchant.

Do not continue with product operations if the wrong Merchant Center account is connected.

Merchant Center account support

Some problems are related to the Merchant Center account rather than the plugin.

Examples include:

• Incomplete business information
• Website verification problems
• Shipping settings not completed
• Return policy missing
• Account-level warnings
• Policy review conditions
• Incorrect target country
• Incorrect product language
• Existing data-source conflicts

PW Merchant can help organise the WooCommerce product workflow, but it cannot replace Merchant Center account preparation or override external Google decisions.

When the problem is account-related, review the relevant Merchant Center area and the current official Google guidance.

Product review support

PW Merchant reviews relevant WooCommerce product information and may classify products as suitable, problematic or critical.

If a product is marked as problematic or critical, open the product details and review the identified area.

Possible product issues may include:

• Missing image
• Incomplete title
• Incomplete description
• Missing price
• Invalid sale price
• Outdated stock information
• Missing brand information
• Missing product identifier
• Broken product link
• Incomplete variation information

The correction should normally be made in WooCommerce.

After saving the product, run the review again and check whether the status has changed.

If the product remains in the same condition, provide the product type, identified field and review result when contacting support.

Support for suitable, problematic and critical statuses

A suitable product status means that the product appears better prepared according to the available internal review conditions.

It does not guarantee approval by Google Merchant Center.

A problematic product should be reviewed because some information may be incomplete or inconsistent.

A critical product normally contains a more serious condition that should be corrected before the next supported operation.

If you believe a product is classified incorrectly, provide:

• Product type
• Product title
• The identified issue
• The relevant WooCommerce field
• The result after saving and reviewing again

Product price support

Price differences may be caused by several systems inside WooCommerce.

Common causes include:

• Incorrect regular price
• Expired sale price
• Variation price missing
• Currency conversion not completed
• Custom pricing plugin
• Cache showing an old value
• Different storefront and database prices

Before requesting support, compare the standard WooCommerce price fields with the visible product page.

Also check whether another plugin modifies prices dynamically.

PW Merchant cannot correct a price source that does not update WooCommerce correctly.

Stock and availability support

Stock differences may occur because of external inventory systems, delayed imports, variation settings or cache.

Review:

• WooCommerce stock status
• Stock quantity
• Backorder settings
• Variation-level stock
• External stock synchronisation
• Recent product imports

WooCommerce should remain the reliable source of product availability.

After correcting the stock information, review the affected product again.

Product image support 

An image problem may be caused by a missing main image, inaccessible media file, removed image, broken URL or incomplete variation image.

Check whether the image opens directly in the browser and whether it is publicly accessible.

Also confirm that the image is attached to the correct product or variation.

External systems may require additional time to process a new or changed image.

If the image is available in WooCommerce but PW Merchant still reports an issue, provide the product type, image URL and review result through the secure support channel.

Variable product support 

Variable products can contain different prices, stock conditions, images, identifiers and attributes for each variation.

A complete parent product does not mean that every variation is complete.

When requesting support for a variable product, include:

• Parent product information
• Affected variation
• Variation price
• Variation stock status
• Variation image
• Variation attributes
• Variation identifier where relevant

This helps support distinguish a parent-product problem from a variation-level problem.

Background operation support 

Large product operations may use background and batch-oriented processing.

If an operation stops or does not continue, review:

• WordPress scheduled tasks
• Server memory
• PHP execution limits
• Database performance
• Firewall restrictions
• External API response time
• Other active background tasks
• Hosting limitations

Do not start the same large process several times while the first task may still be running.

Repeated starts may create duplicate work or additional server pressure.

When requesting support, provide the operation type, start time, progress reached and visible error information.

Scheduled task support 

Scheduled operations depend on the WordPress task system and the hosting environment.

A task may fail to run when:

• WordPress cron is disabled.
• Visitor-based cron does not receive enough traffic.
• Server cron is not configured correctly.
• A security plugin blocks the task.
• Another long-running task creates a delay.
• The website is in maintenance mode.

For a large and active store, a reliable server-level cron configuration may provide better consistency than depending only on visitor-based WordPress cron.

Ask the hosting provider to confirm scheduled-task operation when necessary.

Timeout and connection error support

Timeout errors may occur when the server or external service does not complete a request within the available time.

Possible causes include:

• Slow hosting environment
• Large product group
• Complex variations
• External API delay
• DNS resolution problem
• Firewall inspection delay
• Temporary network interruption

Reduce the product group or batch size before repeating a large operation.

If the same error continues, collect the exact message and operation time for support.

Duplicate product support

Duplicate products often appear when more than one data source manages the same catalogue.

Before requesting support, review all data sources in Merchant Center.

Check for:

• Old XML feed
• Automatic website product source
• Previous WooCommerce connection
• Manual product entries
• Another API-based source

Compare the product identifiers used by each source.

Do not delete a source immediately unless you understand which products it manages.

A safe transition should be tested with a limited group before an old source is disabled or removed.

Update support 

Before updating PW Merchant, create a full backup and review the version notes.

Do not update while a large background operation is active.

After an update, check:

• Licence status
• Google connection
• Merchant account selection
• Scheduled tasks
• Product review function
• Recent operation records

If an update fails, do not repeatedly overwrite the plugin without checking the current file state.

A controlled reinstallation may be required.

Reinstallation support

Reinstallation may be appropriate when plugin files are incomplete or damaged.

Before reinstalling:

• Create a full backup.
• Record the current version.
• Record important settings.
• Stop active operations.
• Keep the licence information available.
• Use the authorised package.

Do not manually remove database tables unless official support specifically instructs you to do so.

Theme and plugin conflict support

PW Merchant is intended to be theme-independent, but custom code or third-party plugins can affect WooCommerce data.

Possible conflict areas include:

• Pricing plugins
• Stock synchronisation plugins
• Import plugins
• Multilingual plugins
• Security plugins
• Caching plugins
• Custom product-field plugins
• Database optimisation plugins

Do not disable important plugins on a live website without a backup and a controlled test plan.

Use a staging environment where possible.

When reporting a conflict, provide the name and version of the related plugin and explain which PW Merchant function is affected.

Server and hosting support

Some issues must be resolved by the hosting provider.

Examples include:

• Low PHP memory
• Blocked outbound HTTPS requests
• DNS problems
• Disabled scheduled tasks
• File permission problems
• Database service interruptions
• Server-level firewall rules
• Frequent timeouts

PW Merchant support may help identify the likely area, but it cannot directly change a third-party hosting environment.

Provide the hosting company with the exact error and the time when the problem occurred.

Security and firewall support 

Security systems may block legitimate licence, Google or API requests.

Do not permanently disable the entire firewall.

Identify the exact request being blocked and apply only the minimum required adjustment.

When reporting a firewall issue, provide:

• Security plugin name
• Firewall provider
• Blocked request time
• Visible rule or event
• The PW Merchant function affected

Never publish internal security keys, access tokens or private server paths.

What support needs from you

A complete support request can significantly reduce the time required to understand the problem.

Prepare the following information:

• Website domain
• WordPress version
• WooCommerce version
• PHP version
• PW Merchant version
• Licence status
• Exact error message
• Operation type
• Time of the problem
• Steps taken before the problem
• Whether the issue is repeatable
• Relevant screenshots without sensitive data

A message such as “it does not work” is not enough to identify the cause.

Explain what you expected to happen and what happened instead.

Information you should never share publicly

Do not include the following information in public messages, screenshots or forum posts:

• Complete licence key
• Google access token
• Administrator password
• Hosting password
• Database password
• Customer personal information
• Order details
• Private server paths
• Security secrets
• Full unmasked logs containing sensitive data

Use the official support channel for any sensitive information that is specifically required.

Support response scope

PW Merchant support may assist with:

• Plugin installation
• Licence verification
• Google connection
• Merchant account selection
• Product review behaviour
• Operation status
• Scheduled tasks
• Update and reinstallation guidance
• Compatibility investigation
• General troubleshooting

Support does not guarantee:

• Google Merchant Center account approval
• Approval of every product
• Removal of all warnings
• Advertising performance
• Increased traffic
• Increased sales
• Correction of unrelated third-party software
• Legal compliance advice
• Unlimited custom development

Google policies, account reviews and external service decisions remain outside the direct control of PW Merchant.

Before submitting a support request

Complete this short review:

• Check the plugin status screen.
• Read the exact error message.
• Confirm the correct licence and domain.
• Confirm the correct Google account.
• Confirm the correct Merchant Center account.
• Review existing data sources.
• Check the affected WooCommerce product.
• Confirm whether the issue continues after saving and reviewing again.
• Create a backup before making major changes.

A clear support request should explain the system, the operation, the error and the expected result.

How to contact PW Merchant support

PW Merchant support information and the official support request channel are available at:

https://www.pwfeed.com/support.html

Licence and renewal information is available at:

https://www.pwfeed.com/licenses.html

Use the official channel whenever the request includes licence, account or technical information.

Developed from active e-commerce experience

PW Merchant is developed by a team that currently owns and operates three established e-commerce websites.

We work directly with products, customers, prices, stock changes, orders, payments, shipping, returns, advertising and daily store operations.

This experience helps us understand that support must be practical.

A working e-commerce business needs clear explanations, safe troubleshooting steps and solutions that consider the wider WooCommerce environment.

For this reason, the PW Merchant support process is designed to identify the real source of the problem rather than treating every issue as a simple plugin error.

A structured support process 

The recommended support workflow can be summarised as follows:

• Identify the affected function.
• Review the plugin status.
• Read and record the exact error.
• Check WooCommerce, licence, Google and Merchant settings.
• Collect the required technical information.
• Remove sensitive data from screenshots and logs.
• Submit the request through the official support channel.
• Follow the recommended steps in order.
• Confirm the result after the correction.

This structured approach helps reduce unnecessary delays and makes PW Merchant support more effective for both store owners and technical teams.