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Before Contacting Support

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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:

Ready to Contact Support?

If the issue remains after checking the steps above, please submit a support request.

The more information you provide initially, the easier it will be to identify what is happening.

Updated on September 9, 2026

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