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Are you having trouble using AffiliateWP? Our support team can assist you with troubleshooting any questions, errors, or unexpected behavior you may run across while using AffiliateWP or our addons. However, we’ll need your help to ensure the best and most efficient solution.
In this tutorial, we’ll discuss questions you should ask yourself before reaching out to our support team. Addressing these questions can reveal common problems on your site that lead to issues in AffiliateWP. By answering them, you may even be able to resolve your error or confusion on your own.
- Is AffiliateWP Fully Updated?
- Does Your Site Use Optimization or Caching?
- Could Another Plugin Be Causing a Conflict?
- Do You Still Need Support After Steps 1-3?
Note: If the issue you’re seeing on your site relates to either visit entries not be created or converted (affiliate tracking), or referrals not be created, or receiving 404 errors when using an affiliate’s link, please check out the following, more specific tutorials:
1. Is AffiliateWP Fully Updated?
Our team regularly releases updates for AffiliateWP. These updates add and improve functionality, and a past update may have addressed the issue you’re seeing.
The first and most important step in troubleshooting is always to make sure your AffiliateWP plugin is up-to-date. Doing so requires two steps:
- First, check that your AffiliateWP license key is verified on your site.
- Then go to Plugins and see if an update is available for AffiliateWP, and if so, click to Update.
2. Does Your Site Use Optimization or Caching?
In many cases, AffiliateWP will work with your caching plugin with no specific configuration changes needed. If you do encounter issues where visits or referrals aren’t tracking correctly, though, or your affiliates are having trouble logging in, it may be necessary to make a few changes to your caching settings.
To help with this, we maintain an active document listing known caching plugins and services that includes instructions on how to exclude AffiliateWP’s first-party tracking cookies and affiliate-area pages.
3. Could Another Plugin Be Causing a Conflict?
If you see AffiliateWP functionality that doesn’t work properly, or an unexpected error, the issue may be the result of another plugin’s code acting outside of its intended scope.
Luckily, it’s usually fairly easy to track down the source of a plugin conflict. WPBeginner’s guide to troubleshooting WordPress errors will walk you through the steps you’ll need to carry out.
Following this process may allow you to solve the issue on your own, although any information you can gather will go a long way to helping our support team assist you more quickly.
If you do find a plugin that’s creating a conflict, the best next step is to contact its support team or plugin author.
4. Do You Still Need Support After Steps 1-3?
If you have progressed through the first three steps but have not been able to resolve your issue, then you’re ready to reach out to AffiliateWP Support.
Here’s how to help our support team provide the best possible assistance:
- Please be specific as to both the problem and your desired functionality for AffiliateWP, and provide any URL(s) being discussed. By enabling debug mode in AffiliateWP » Settings » Advanced » Privacy & Logging, you can collect details (such as error messages) to give us a better understanding of AffiliateWP activity on your site.
- Please be concise. If you have multiple questions or a longer message, consider using bullet points or numbers to help keep your questions clear and distinct.
