SUPPORT
Clear help for real store work.
CertaCart support helps you install the plugin, reproduce product defects, use the documented workflow, and keep licensed updates working.
Email supportChoose the right route
For a paid-plan, license, renewal, or refund question, email liyitao459@gmail.com from the email address used at checkout. A public WordPress.org support forum will be used for Free support when the public listing is available. Do not post license keys, administrator credentials, customer information, private catalogue data, or security vulnerabilities in a public forum.
What to include
Include the CertaCart version, WordPress, WooCommerce, and PHP versions, the action you took, what you expected, and what you saw. A screenshot is useful only after private information has been removed. Paid support requests are normally acknowledged within two business days; this is a response target, not a guaranteed resolution deadline.
Security reports
Send suspected vulnerabilities privately to liyitao459@gmail.com with the affected version, impact, reproduction steps, and a safe proof of concept where possible. Please allow a reasonable period for investigation and remediation before public disclosure.
Fast self-check
Before opening a ticket, update to the latest production version, confirm WooCommerce is active, reproduce once with a default WordPress theme on staging when practical, record the relevant CertaCart page, task, product, or CSV row, and keep a current backup before testing a bulk operation or update. Never send a production database or WordPress administrator password.
Included and excluded help
Support covers installation, activation, documented upgrades, reproducible CertaCart defects, documented compatibility, paid-license activation and update access, fields, scans, tasks, reports, profiles, Undo, and reasonable help with the documented CSV format. It does not cover legal advice, product-safety assessment, certification, economic-operator verification, drafting or translating warnings, custom development, hosting administration, malware cleanup, or catalogue migration on a customer’s behalf.
Common answers
A completed scan is not proof of compliance: CertaCart checks supported product-information fields and configured output, not safety, truth, language, legal applicability, or final legal compliance. If EU sales scope has not been confirmed, CertaCart still creates supported tasks but may show N/A instead of a readiness score. Free scans are resumable from the open CertaCart report page; Pro scheduled scans use site background scheduling. Bulk Undo restores a field only when its current value still matches the CertaCart-applied value, so a newer manual edit is skipped and reported. If Pro expires, paid automation, updates, and support stop, but existing local product data, profiles, scan history, and storefront information are not intentionally deleted.
Cancellation and refund
Use the buyer-account link in the purchase email to cancel future renewal, or email support. Cancellation stops future renewal; a refund request follows the 14-day Refund Policy.
Effective date: August 31, 2026