We aim to respond within 2 working days so please send a reminder as we are fallible and sometimes miss a ticket. If your annual licence has expired please renew it to get another year’s support. If your licence was purchased via somebody else please include the original purchaser’s name with yours.
1.Common issues – Please read the most common issues listed below or search our forum below for an immediate answer.
2. Use the latest releases – Update your system to have the min latest versions below of all the key components to see if it resolves the issue. We do not support earlier versions:
- Xeroom – 2.0.8
- WordPress – 5.4
- Woocommerce – 4.0
- php – 7.2 or 7.3 (7.4 is not supported yet)
3. Plugin & theme conflicts – With dozens of Woo related plugins being used we cannot guarantee that Xeroom will work with any of them. Xeroom is coded to a high standard by WP Riders who are one of the best specialist developers of Woo plugins but this is not the case with many others which inevitably can causes issues. To identify any conflicts try using the default theme and disabling any Woocommerce or Xero related plugins that might be affecting orders and their content. We recommend setting up a clone of your site for testing purposes. This will also prove useful should we need to login to try any fixes as we will not change anything on a live site.
Open a Support Ticket
Before opening a ticket please follow the steps above. To open a ticket click on the “Support” widget in the bottom right hand corner and filling in as much info as possible so we can quickly understand your issue and help you. Please include screenshots using a screen capture tool like Lightshot or upload grabs of the error or behaviour encountered, the Xeroom debug page, the Xeroom settings page, test order page and any erranous results in Xero.
Search our forum below and if not answered then send a brief email to: [email protected] with the word Presales (along with the rest of your title) in the subject.
Note: To keep our licence prices low we do not do free presales phone calls, presentations, installations, troubleshooting or fixes – these are available for a low-cost fixed-price paid service in our shop.
Frequently Asked Questions
To install Xeroom on your site just download the plugin zip file from the link below to your pc. Then go to Plugins/New/Upload/Choose File Then pick the downloaded zip file /Upload and it should install. Enter this and then click activate which will give you a green success message.
If you deleted a previous install to reinstall the new install will fail if the old files and xeroom directory have not been deleted so check if you get an error saying installation failed.
Your licence has expired
The licence is checked every time an order is posted to Xero. If your licence has expired or the server cannot connect to ours for any reason eg a comms error then it will try again and then time out so that the customer is not delayed at the checkout. The order will not be posted and an error message given on it. Try posting the order manually from the orders screen to see if it persists. Check your licence validity if it does. You can also email us to check whether it has.
I don’t charge shipping what code should I use in Xeroom settings?
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