Woocommerce broke my site. How do I contact support?

  • Resolved Linda Cockburn

    (@lintrezza)


    10 months, 4 weeks ago

    Hi there, my site has had a fatal error for the last week.

    I attempted a second back up/restore from the end of May when the site was operational. But it still had a fatal error and was inaccessible. As far as I can tell it’s only been in the last week it’s fallen over. But restoring has not resolved the issue.

    Tech support at Digital Pacific have disabled two Woocommerce plugins (as I was unable to access the site) woocommerce-paypal-payments and woocommerce-pdf-invoices-packing-slips. They have been renamed woocommerce-paypal-payments.bak and woocommerce-pdf-invoices-packing-slips.bak.

    Currently coming up with this error:
    Fatal error: Uncaught LogicException: No PPCP container, probably called too early when the plugin is not initialized yet. in /home/together/public_html/wp-content/plugins/woocommerce-paypal-payments/src/PPCP.php:34 Stack trace: #0 /home/together/public_html/wp-content/plugins/woocommerce-paypal-payments/woocommerce-paypal-payments.php(75): WooCommerce\PayPalCommerce\PPCP::container() #1 /home/together/public_html/wp-includes/class-wp-hook.php(324): WooCommerce\PayPalCommerce\{closure}(”) #2 /home/together/public_html/wp-includes/class-wp-hook.php(348): WP_Hook->apply_filters(”, Array) #3 /home/together/public_html/wp-includes/plugin.php(517): WP_Hook->do_action(Array) #4 /home/together/public_html/wp-settings.php(727): do_action(‘init’) #5 /home/together/public_html/wp-config.php(100): require_once(‘/home/together/…’) #6 /home/together/public_html/wp-load.php(50): require_once(‘/home/together/…’) #7 /home/together/public_html/wp-blog-header.php(13): require_once(‘/home/together/…’) #8 /home/together/public_html/index.php(17): require(‘/home/together/…’) #9 {main} thrown in /home/together/public_html/wp-content/plugins/woocommerce-paypal-payments/src/PPCP.php on line 34

    I have 2 security systems running, WPremote, and Jetpack. I did have Clean(?) too, but going back to May has removed it.

    Typically, my book is due for release this week, and my website is down. Any assistance gratefully received, I’m ready to shoot my laptop.

    Cheers

    Linda

    The page I need help with: [log in to see the link]

Viewing 14 replies - 1 through 14 (of 14 total)
  • Stef

    (@serafinnyc)

    10 months, 4 weeks ago

    Hi @lintrezza this is Woo support. For core only really, but for the most part you’re in the right spot.

    It sounds like the PayPal plugin on your site got corrupted or is trying to load before WordPress is fully ready,that’s what that error means.

    Since your host already renamed (disabled) the PayPal and PDF Invoice plugins, your site should be working now, even if those features are temporarily unavailable.

    Can you please go to Woo > Status > Get Systems Report copy that and paste it here using a Code Block or use a 3rd party site like pastebin. That will help us evaluate the site overall and get back to you with a solution.

    Plugin Support LovingBro (woo-hc)

    (@lovingbro)

    10 months, 4 weeks ago

    Hi @lintrezza,

    Welcome to the WooCommerce forum, and thank you for reaching out. I understand how incredibly frustrating it must be to have your website crash just as you’re preparing to launch your book. You’ve clearly taken proactive steps already, and I completely get the urgency of getting your site back online.

    Thanks also to @serafinnyc for the helpful guidance. As they mentioned, the error you’re seeing is likely due to the WooCommerce PayPal Payments plugin trying to run before WordPress is fully initialized. Since your host has already disabled the affected plugins, your site should be accessible now, though some functionality may still be limited.

    To help us take a closer look and guide you further, please head over to WooCommerce → Status → Get system report, paste the contents into https://pastebin.com, and share the link here.

    Once we have that, we’ll do our best to help you move forward and get things running smoothly again.

    Thread Starter Linda Cockburn

    (@lintrezza)

    10 months, 3 weeks ago

    Thank you for your response and quick response Loving Bro and Stef

    Mine has been less so…

    Woocommerce – status – get system report is not possible as Woocommerce has been disabled from the site and is no longer visible.

    Is there any other way around it? I’m happy to let Paypal go. I’ve been meaning to for a long while. It’s not a corporation I want to work with anymore. I was thinking, if I disrupted Paypal from it’s end of the woods, could I then reinstate Woocommerce and install Stripe on my site?

    Thanks in advance for any advice

    Linda

    Moses M. (woo-hc)

    (@mosesmedh)

    10 months, 3 weeks ago

    Hi @lintrezza,

    Thank you for getting back to us and for the clarification — I really appreciate it. I understand how stressful this must be, especially with your book launch coming up. Let’s take a step back and work through this carefully so you can get the help you need and still stay on track.

    From your original message, the error that caused your site to break appears to come from the WooCommerce PayPal Payments plugin. As @serafinnyc mentioned earlier, the issue is related to that plugin specifically, not WooCommerce core.

    Here’s what I recommend:

    • Temporarily disable the PayPal Payments plugin.
    • Consider trying an alternative like WooPayments or Stripe for WooCommerce, both of which are official and stable.

    To safely test without risking your live site:

    1. Create a staging site or use a subdomain.
    2. On the staging site, deactivate all plugins and switch to the Storefront theme.
    3. Reactivate WooCommerce (without the PayPal plugin) and check if the site loads properly.

    If it works:

    • Gradually reactivate your theme and other plugins without the PayPal plugin.
    • If everything continues working, it confirms the issue is isolated to the PayPal Payments plugin.
    • In that case, it’s best to request support directly from the plugin’s team here: https://wordpress.org/support/plugin/woocommerce-paypal-payments/

    If the issue persists even with only WooCommerce active on the staging site, please share:

    • A link to the staging site
    • The System Status Report from WooCommerce > Status > Get system report

    We’ll be happy to take a closer look and assist further from there.

    Thread Starter Linda Cockburn

    (@lintrezza)

    10 months, 3 weeks ago

    Thanks Moses, but I can’t disable Paypal from Woocommerce as Woocommerce is no longer visible since to stop it crashing the site the main folders have been renamed at the server. If I name them appropriately the site crashes. I can’t set anything else up without accessing Woocommerce. I’m stuck.

    Thread Starter Linda Cockburn

    (@lintrezza)

    10 months, 3 weeks ago

    Will it be easier to just delete Woocommerce (from the server) and start again fresh. Lose all my data, and no doubt more hair 🙂

    Mahfuzur Rahman

    (@mahfuzurwp)

    10 months, 3 weeks ago

    Hi @lintrezza,

    Thanks for the update, and I understand how frustrating this situation must be.

    Renaming the woocommerce-paypal-payments and woocommerce-pdf-invoices-packing-slips folders to something like .bak should only deactivate those specific plugins — not WooCommerce itself. If the main WooCommerce plugin folder (woocommerce) was also renamed, that would explain why the admin interface disappeared.

    To get things working again, please try renaming the main woocommerce folder back to its original name (just woocommerce). This should reactivate WooCommerce without reactivating the problematic plugins.

    If you no longer plan to use PayPal Payments or the PDF Invoices plugin, you can go ahead and delete those plugin folders entirely.

    If you’re not comfortable making these changes or run into issues, your hosting provider should be able to assist you with renaming or removing the folders safely.

    Let us know how it goes!

    Thread Starter Linda Cockburn

    (@lintrezza)

    10 months, 3 weeks ago

    The only two files that have been renamed are:

    woocommerce-paypal-payments and woocommerce-pdf-invoices-packing-slips. They were renamed to woocommerce-paypal-payments.bak and woocommerce-pdf-invoices-packing-slips.bak.

    I found Woocommerce had been de-activated (must have been from my host) – I activated it again and went to Settings – Payments – and found Paypal was no longer installed. I haven’t uninstalled it. Perhaps my host service did, but I’m sure they’d tell me. This is weird. So I reinstalled it. Site still alive, wondering if this could have been the problem?

    Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    10 months, 3 weeks ago

    Hi there!

    Thanks for the update, and I appreciate the detailed explanation.

    When the plugin’s folder was renamed, WordPress could no longer find its files. This caused it to be deactivated, which in turn would make PayPal disappear from your payment options. If your host also deactivated WooCommerce core, that would explain why the entire shop was down.

    It’s good that you reactivated WooCommerce and reinstalled PayPal Payments, and that your site is now alive. Could you please confirm if you are still seeing any fatal errors on your site now, or if it appears stable after reactivating Woocommerce and re-installing Paypal payments?

    Regardless of whether you’re seeing a fatal error currently, the next steps are critical to confirm stability and get to the bottom of any underlying cause:

    Contact your host immediately and ask them:

    • Why were woocommerce-paypal-payments and woocommerce-pdf-invoices-packing-slips renamed?Did they identify a specific error or conflict that led them to take this action?Did they also deactivate WooCommerce core for any reason?
    Understanding their specific reason for deactivation is key to preventing this from happening again.

      Thread Starter Linda Cockburn

      (@lintrezza)

      10 months, 3 weeks ago

      Thanks for your response (and patience). It’s live, but flaky.

      There’s an outrageously quick flash of an error whenever I move from any of the Woocommerce menu options. I filmed it and paused it on the error so I could read it. It relates to Jetpack. Which was installed about 3 weeks ago.

      Invalid option Jetpack name: recommendations_banner_enabled in /home/together/public_html/wp-content/plugins/woocommmerce-payments/vendor/automattic/jetpack-connection/legacy/class-jetpack-options.php on line 318

      Does that mean anything?

      Plugin Support shahzeen(woo-hc)

      (@shahzeenfarooq)

      10 months, 3 weeks ago

      Hi there!

      This error, “Invalid option Jetpack name: recommendations_banner_enabled,” means the WooCommerce Payments plugin is trying to use a Jetpack setting (recommendations_banner_enabled) in a way that Jetpack doesn’t recognize or allow.

      Could you please make sure you are using the latest version of the Woocommerce payment plugin and jetpack plugin (if you are using seperatly).

      If the issue persists, contact the support team for the WooCommerce Payments plugin here https://wordpress.org/plugins/woocommerce-payments/ they know about the plugin setting very well and will help you to fix that issue.

      Thank you.

      Thread Starter Linda Cockburn

      (@lintrezza)

      10 months, 3 weeks ago

      Thanks everyone, shahzeen(woo-hc), Mahfuzur Rahman, Moses M. (woo-hc), LovingBro (woo-hc), Stef, I’ve reinstalled Paypal (to be replaced by Stripe soon) – Uninstalled Jetpack, which resolved the flaky behaviour – Woocommerce was re-enabled and updated. Everything has been going so well I’ve been too frightened to re-enable woocommerce-pdf-invoices-packing-slips – I might brave up and do that tomorrow. There’s been a lot of other work to do. None of which I would have done without your assistance, thank you very much. I’ll check back tomorrow and mark as resolved if the plugin reinstall works!

      Plugin Support LovingBro (woo-hc)

      (@lovingbro)

      10 months, 3 weeks ago

      Hi @lintrezza,

      Thank you for the lovely update, and I’m really glad to hear things have been running more smoothly! I completely understand the hesitation to re-enable that last plugin — it’s been quite the journey already. When you’re ready, feel free to give it a go and let us know how it behaves.

      We’ll be right here whenever you’re ready to check back in. Looking forward to hearing that everything is fully back on track!

      Plugin Support Feten L. a11n

      (@fetenlakhal)

      10 months, 1 week ago

      Hi there,

      As we haven’t received a response in some time, I’ll mark this ticket as resolved. Please don’t hesitate to reach out if you need further assistance.

      Apart from this, if you’re happy with our plugin and the support you’ve received, we’d really appreciate a review: https://wordpress.org/support/plugin/woocommerce/reviews/#new-post

    Viewing 14 replies - 1 through 14 (of 14 total)

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