--- title: Before Contacting Support description: "Before submitting a support request, please take a moment to run through the steps below. ## – Run Test Entry First If your issue involves a URL Entry, price fetch, selector, proxy provider, or Affiliate API, run **Test Entry** (test…" url: "https://pricefetchwp.com/documentation/before-contacting-support/" updated: "2026-09-09" category: Getting Started --- # Before Contacting Support Before submitting a support request, please take a moment to run through the steps below. ## – Run Test Entry First If your issue involves a URL Entry, price fetch, selector, proxy provider, or Affiliate API, run **Test Entry** (test tool) first. Test Entry can help identify: - HTTP or connection errors - Blocked requests - Selector matches or failures - Which selector row matched - Proxy results - Affiliate API results or errors - Fetch mode - SSL/TLS-related errors - Request timing - Proxy cost when available - The raw HTML PriceFetchWP received from the source If a selector looks correct in your browser but Test Entry cannot find the price, use **See raw HTML** to check the page content PriceFetchWP actually received. --- ## – Check Your Configuration Before submitting a ticket, verify that: - Your PriceFetchWP settings have been saved - The external URL matches the correct **URL Entry** - The URL Entry is not paused - Your selector type is correct: XPath, ID, Class, or Script - Your price selector still exists on the external website - Any required WooCommerce custom field is present and correct - Your cache is not displaying an older stored result If you are using **Affiliate Integration**, also check that: - The Affiliate provider shows as **Configured** - **Use affiliate** is enabled for the URL Entry - The correct Affiliate provider is selected - You meet the requirements for the affiliate API If you are using a proxy provider, also confirm that: - The provider credentials are configured properly - Proxy mode is enabled for the correct URL Entry - Test Entry confirms that the Proxy provider is being used External websites can change their HTML, scripts, security rules, or pricing structure at any time. A selector that previously worked may occasionally need to be updated. --- ## – Price Fetch Error Icon If you have: **Show fetch error icon to admins** enabled, you may see an admin-only warning icon on the front-end after a failed price fetch. Hovering over the icon displays: ``` Price fetch failed. Check logs ``` If you see this warning: 1. Check **PriceFetchWP → Logging** 2. Run a **Test Entry** 3. Include any relevant error information with your support request Normal visitors never see this icon. --- ## – Connection or Server Issues If Test Entry reports an SSL, TLS, cURL, or server connection error, you may also be asked to provide information about your WordPress server environment. You can find this under: **WordPress Dashboard → Tools → Site Health → Info → Server** Useful details may include: - PHP version - cURL version - SSL/OpenSSL version Test Entry may also display server TLS information automatically when it recognizes certain SSL/TLS-related connection errors. --- ## – What PriceFetchWP Support Covers PriceFetchWP support includes help with: - Installing and configuring PriceFetchWP - Licensing and updates - Documented PriceFetchWP settings and features - Troubleshooting unexpected plugin behavior - Identifying potential PriceFetchWP bugs - Best-effort guidance when interpreting Test Entry results We want to help determine whether a problem is being caused by PriceFetchWP and point you toward the appropriate settings or documentation whenever possible. --- ## – Third-Party Website Configuration PriceFetchWP works with external websites and services that are outside of our control. Standard support does not include: - Creating custom selectors for individual websites - Maintaining selectors when a third-party website changes - Reverse-engineering third-party websites or scripts - Bypassing anti-bot or access-control systems - Custom browser automation or scraping development - Guaranteeing compatibility with a specific external website - Resolving third-party affiliate account eligibility or approval issues - Resolving third-party proxy provider account or billing issues If an external site changes its HTML, pricing system, security configuration, or page behavior, the PriceFetchWP configuration for that site may also need to be updated. Affiliate APIs and Proxy services may also change their own requirements, limits, or availability independently of PriceFetchWP. --- ## – Check the Documentation Before opening a support request, you may find the answer in one of these guides: - **[Testing a URL Entry](https://pricefetchwp.com/documentation/testing-a-url-entry/)** - **[Finding Price Selectors](https://pricefetchwp.com/documentation/finding-price-selectors/)** - **[Blocked Requests](https://pricefetchwp.com/documentation/blocked-requests/)** - **[Proxy Integration](https://pricefetchwp.com/documentation/proxy-integration/)** - **[Affiliate Integration](https://pricefetchwp.com/documentation/affiliate-integration/)** - **[Price Cache](https://pricefetchwp.com/documentation/price-cache/)** - **[Advanced Options](https://pricefetchwp.com/documentation/advanced-options/)** - **[Logging & Debugging](https://pricefetchwp.com/documentation/logging-debugging/)** --- ## Ready to Contact Support? If the issue remains after checking the steps above, please submit a **[support request](https://pricefetchwp.com/support/)**. The more information you provide initially, the easier it will be to identify what is happening.