Skip to main content

Getting Support

Need help with OneTap Login? This guide explains the support options available and how to get the fastest resolution to your issue.

Support Channels​

FREE Version Support​

ChannelResponse TimeBest For
WordPress.org Forums24-72 hoursGeneral questions, bugs
DocumentationImmediateSelf-service help
FAQImmediateCommon questions

PRO Version Support​

ChannelResponse TimeBest For
Priority Email Support24 hoursAll issues
Documentation (PRO)ImmediatePRO features
Account DashboardSelf-serviceLicense management

Before Contacting Support​

Self-Service Resources​

Check these resources first:

  1. Common Issues - Top 10 problems and solutions
  2. FAQ - Frequently asked questions
  3. Error Codes - Error reference
  4. Debug Mode - Enable logging

Quick Diagnostics​

Run through this checklist:

  • Site using HTTPS?
  • Client ID and Secret correct?
  • Test Connection passes?
  • Tested in incognito mode?
  • Tested with default theme?
  • Checked browser console for errors?
  • Checked debug.log for errors?

How to Contact Support​

WordPress.org Forums (FREE)​

  1. Go to Plugin Support Forum
  2. Click "Create Topic"
  3. Choose category: "Plugin Support"
  4. Write clear title
  5. Include required information (below)

PRO Email Support​

  1. Log into your Account Dashboard
  2. Go to Support
  3. Click "New Ticket"
  4. Fill out support form
  5. Attach relevant files

What to Include​

Required Information​

Always include:

1. WordPress Version: [e.g., 6.4.2]
2. WooCommerce Version: [e.g., 8.5.1]
3. OneTap Version: [e.g., 1.0.0]
4. PHP Version: [e.g., 8.2]
5. Theme: [e.g., Storefront 4.5]
6. Issue Description: [Clear description]
7. Steps to Reproduce: [Numbered steps]
8. Expected Result: [What should happen]
9. Actual Result: [What actually happens]
10. Error Messages: [Exact text]

How to Get This Information​

WordPress version: Dashboard > Updates (at top)

WooCommerce version: WooCommerce > Status > System Status

OneTap version: Plugins > OneTap Login > Version column

PHP version: Tools > Site Health > Info > Server > PHP Version

Helpful Extras​

If available, also include:

  • Screenshots of the error
  • Browser console errors (F12 > Console)
  • Debug log entries related to OneTap
  • URL where issue occurs (if not sensitive)
  • Steps already tried to fix

Information to Gather​

Get System Info (Copy/Paste):

Dashboard > Tools > Site Health > Info > Copy site info to clipboard

This provides comprehensive system information.

Writing a Good Support Request​

Good Example​

Title: "redirect_uri_mismatch error after Google consent"

WordPress: 6.4.2
WooCommerce: 8.5.1
OneTap: 1.0.0
PHP: 8.2

Issue:
When I click "Continue with Google" and complete Google consent,
I get redirected to Google's error page showing "redirect_uri_mismatch".

Steps to reproduce:
1. Go to My Account page
2. Click "Continue with Google"
3. Select Google account
4. Error page appears

Expected: Login completes and redirect to My Account

Already tried:
- Verified Client ID is correct
- Added redirect URI to Google Cloud Console
- Cleared cache
- Tested in incognito

Screenshot: [attached]
Console errors: None

Bad Example​

Title: "Doesn't work"

The plugin doesn't work. Please help.

This lacks information needed to diagnose the issue.

Response Times​

FREE Support (WordPress.org)​

DayExpected Response
Weekdays24-72 hours
WeekendsNext business day
HolidaysMay be delayed

Note: WordPress.org forums are community-supported. Response times vary.

PRO Support​

PriorityResponse Time
Critical (site down)4-8 hours
High (feature broken)24 hours
Normal (questions)24-48 hours
Low (feature requests)48-72 hours

What Support Can Help With​

✅ We Can Help With​

  • Installation and configuration
  • Plugin bugs and errors
  • Compatibility issues
  • Google Cloud Console setup
  • Feature explanations
  • Best practice recommendations

❌ Outside Scope​

  • Custom development work
  • Theme customization
  • Third-party plugin conflicts (we'll help identify)
  • Google account issues (contact Google)
  • Server configuration (contact host)
  • WooCommerce core issues (contact Woo)

Feature Requests​

Submitting Ideas​

For new feature ideas:

  1. Check Roadmap if already planned
  2. Check Feature Requests if already suggested
  3. Submit via Feature Requests page
  4. Vote on existing requests

What Makes a Good Feature Request​

  • Clear description of the feature
  • Use case / why it's needed
  • How it would benefit users
  • Any examples from other products

Bug Reports​

Security Issues​

If you discover a security vulnerability:

  1. Do NOT post publicly
  2. Email: security@onetapwoo.com
  3. Include detailed description
  4. Allow time for fix before disclosure

Regular Bugs​

For non-security bugs:

  1. Check if already reported
  2. Submit via support channels
  3. Include steps to reproduce
  4. Note browser/environment

Account & License Issues​

License Not Working​

  1. Check license key is entered correctly
  2. Verify license is active in dashboard
  3. Check site URL matches license
  4. Try deactivate/reactivate

Can't Access PRO Dashboard​

  1. Check email used for purchase
  2. Try password reset
  3. Check spam folder for emails
  4. Contact support with purchase ID

Billing Questions​

  • Invoices: Account Dashboard > Orders
  • Refunds: See Refund Policy
  • Upgrades: Account Dashboard > Subscriptions

Escalation​

If Issue Not Resolved​

  1. Reply to existing ticket with:

    • New information gathered
    • Additional troubleshooting done
    • Impact on your business

  2. Remain patient and professional

  3. For urgent PRO issues, note urgency in ticket

Refund Requests​

If unable to resolve and you need a refund:

  • Within 14 days: Full refund available
  • After 14 days: Contact support to discuss
  • See full Refund Policy

Community Resources​

Learn More​

Stay Updated​

Contact Information​

Support Channels​

TypeContact
FREE SupportWordPress.org Forum
PRO SupportAccount Dashboard
Securitysecurity@onetapwoo.com
Businesshello@onetapwoo.com

Business Hours​

  • Monday-Friday: 9:00 AM - 6:00 PM CET
  • Response times may vary on weekends/holidays

Thank You​

Thank you for using OneTap Login! We're committed to helping you succeed with Google sign-in on your WordPress/WooCommerce site.

Next Steps​