Mina Emad

Hello @grnmtnvtnek ,

Thank you for reaching out.

First, I’m really sorry to hear about your experience, especially with the delay in getting through to support and the impact this is having on your sales. I completely understand how urgent this situation is, and I appreciate you sharing all the details you’ve already tested.

From what you’ve described, there are two separate concerns we should address:

1. Store not recognized as connected (blocking support access)
2. Checkout/payment issues (PayPal errors and zero completed sales)

Let’s go through a few quick checks to narrow this down. To help isolate the cause, could you work through the following on a staging/test environment:

1. Fix WooCommerce.com connection issue

Even if your store appears under subscriptions, it may not be properly connected at the site level.

Please try the following:

• Go to WooCommerce → Settings → Advanced → WooCommerce.com
• Click Disconnect (if connected), then reconnect your store. Please refer to this documentation: https://woocommerce.com/document/managing-woocommerce-com-subscriptions/troubleshoot-common-issues/#site-connection
• Make sure you log in with the same account that holds your subscription

After reconnecting, try submitting a support request again.

2. Investigate PayPal / checkout issue

Since you’re still getting traffic but no sales, this strongly points to a checkout or payment failure.

Let’s gather more precise details:

A. Get PayPal error logs

• Go to WooCommerce → Status → Logs
• Select the latest PayPal-related log file
• Copy the most recent error entries

Please paste the logs to: https://pastebin.com and share the link with us here.
This will allow us to review the exact error without exposing sensitive data.

B. Check WooCommerce system status

• Go to WooCommerce → Status
• Click “Get system report”
• Copy the report and paste it to https://pastebin.com
• Share the link with us

C. Check for conflicts
Temporarily:

• Disable all other plugins
• Switch to a default WordPress theme (like Twenty Twenty-Four)
  Then test the checkout. If it works, reactivate things one by one to find the cause.

Once we have the PayPal logs and system report, we’ll be able to pinpoint the issue much faster and guide you toward a fix.

If the connection issue still prevents you from opening a ticket after this, let us know — we’ll make sure this gets properly escalated for you.

We’re here to help you get your store back to normal as quickly as possible.

Best regards,
Mina Emad

Hello,

Thank you for reaching out.

The funnel/filter icon should normally be visible next to the number of results. In some cases, however, it may be hidden if the browser window is not wide enough or if the page is zoomed in, which can affect the layout of the interface.

We recommend adjusting your browser zoom level to reveal the missing controls.

You can do this using:

• Windows / Linux: Ctrl + -
• Mac: Cmd + -

Alternatively, you may also try maximizing your browser window or adjusting the zoom level via your browser’s settings menu.

Once the screen has more available space, the funnel/filter icon should become visible again.

Please let us know if this resolves the issue or if you need any further assistance — we’ll be happy to help.

Best regards,
Mina Emad

Hi there, thanks for reaching out and for the detailed description — that really helps!

Good catch — your account settings look correct, so this one isn’t caused by your configuration. What you’re seeing is WooCommerce’s guest order email verification feature, which was added in WooCommerce 7.7. It’s separate from the account creation settings entirely, which is why unchecking those options didn’t affect it.The login prompt and the email verification form are both output on the thank you page via the woocommerce_before_thankyou hook. Since you want to keep the email verification but remove the login message, the cleanest fix is to filter the output text directly.Add this to your theme’s functions.php or via a plugin like Code Snippets:

add_filter( 'woocommerce_thankyou_order_received_text', function( $text, $order ) {
    if ( $order && ! $order->get_user_id() ) {
        return 'Your order has been received. A confirmation will be sent to your email address.';
    }
    return $text;
}, 10, 2 );

This replaces the full message (including the login prompt) for guest orders only, so logged-in customers are unaffected.If the login link persists below that text as a separate element, you can also suppress it with a targeted CSS rule in Appearance → Customize → Additional CSS

.woocommerce-order .woocommerce-info a[href*="login"] {
    display: none;
}

What version of WooCommerce are you running? That’ll help confirm if there’s a more direct hook available for your setup.

Let me know how it goes — happy to help further if anything doesn’t behave as expected!