Details for troubleshooting

We are here to help you, in case something does not work as expected. To provide fast and efficient solutions, we usually need to have a few technical details from the affected website first. When you open a new bug report ticket, please try to provide the following information for us:

WordPress version

You can see the WordPress version at the bottom of the wp-admin Dashboard.

PHP version

Visit the page Tools | Site Health | Info, then expand the Server details to find your PHP Version:

Theme name and version

Visit the page  Tools | Site Health | Info, then expand the Active Theme details to find the theme name and version. When you see a Parent Theme section, also include details from that section:

URL of the website

When your website is public, then please share the URL with us. That way, we can inspect the HTML code to find additional clues on potential conflicts or technical background.

If possible, provide the exact URL where we can see and replicate the problem and tell us where to click or what to do to see the incorrect behavior.

Error messages

Do you see any error messages or warnings on your website?

Please copy-paste the full message, or take a screenshot of the errors and attach it to the email/support ticket.

Enable debug.log

You can instruct WordPress to log errors and warnings to a special file, that is called debug.log. This file contains details that are usually not visible to any user, not even administrators.

How it works:

  1. To enable debug.log generation, you need to edit your wp-config.php file and add the following two lines:
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
  2. Now repeat the action that does not work - for example, if a page on the front end does not display correctly, reload that page once or twice.
  3. If there was a server-side error, you will see details about it in the file wp-content/debug.log.

Here you can read more about debugging WordPress. Remember to remove the changes from your wp-config.php file again, and also delete the debug.log file from your wp-content folder.

Browser and Operating System

Some problems are limited to a certain browser or operating system.

Your current browser and operating system

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