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How to export Site Health Info?​

Site Health is a tool in WordPress that helps you monitor your website. Installed plugins, themes and detailed information about the site configuration.

We may have asked you to send us Site Health Info to help us find the reason of the problem or replicate your issue.

To export Site Health Info:

  1. In your WordPress Dashboard, navigate to Tools > Site Health.
  2. Click on the Info tab.
  3. Then click on the Copy site info to clipboard button.
  4. Paste the copied information on your support request.

Video instruction:

I don't see "Downloadable" as a Product Type in my Airtable column. What should I do?​

That's totally normal. In WooCommerce, a Downloadable Product is technically a Simple Product with the Downloadable setting enabled.

So in Airtable:

  • Keep the Product Type column set to simple
  • Use the existing Downloadable checkbox field
  • Check the box ✅ for any product that should allow file downloads

There's no need to create a new product type like downloadable — WooCommerce will handle it based on the checkbox.

I'm importing Simple Products, but my Downloadable Products are not being imported. Why?​

Even though Downloadable Products are based on Simple Products in WooCommerce, they require one extra step to be imported correctly.

To fix this:

  1. Go to your Air WP Sync for WooCommerce connection settings, and make sure the Downloadable Product option is selected under the type of product to sell.
  2. In your Airtable base:
    • Set the Product Type to simple
    • Make sure the existing Downloadable checkbox field is checked for each product that should be downloadable.
caution

If that checkbox is not checked, the product will be treated as a regular Simple Product.

What's the basic troubleshoot procedure?​

Effective troubleshooting of WordPress plugins is essential for maintaining a stable and functional website. By following this guide, you can methodically deactivate and reactivate plugins to pinpoint the source of problems without disrupting the live site.

Deactivating plugins on your live site is dangerous, but sometimes it's the only way to identify where potential problems are. The Health Check plugin makes it possible to troubleshoot the live site without disturbing visitors.

Quick deactivate/reactivate procedure​

  1. Go to the Plugins page.
  2. Tick the checkbox at the top of the plugin list to select all plugins.
  3. Click Bulk Actions, and select Deactivate.
  4. Click Apply.
  5. This should deactivate all of the plugins on your site. Check to see if the issue is fixed. If it is, a plugin is at fault — follow the rest of the steps. If there's still an issue, the culprit is elsewhere (likely a corrupted theme or WordPress core file).
  6. Activate the first plugin on the list.
  7. Check your site to see if it breaks. If it does, the plugin you activated is the culprit. Continue if all is well.
  8. Repeat steps 6 and 7 until you find the plugin causing the issue.

Using the Health Check plugin (safer alternative)​

Install the Health Check plugin. Navigate to Plugins > Add New and search for "Health Check". The plugin by "The WordPress.org Community" is the one you want.

Once installed and activated, you'll see a new Health Check section under the Dashboard menu. Click that to access Health Check Settings.

In the Troubleshooting tab, click to acknowledge that you understand how Troubleshooting mode works, and then activate Troubleshooting mode.

Now, when you visit the front end of the site, everything has been made as though the site is using a default theme, as well as no active plugins. The live site remains untouched for visitors — confirm by visiting the site in an incognito or private browser window.

This enables you to reactivate the plugins and/or theme one at a time to see when the problem returns. Once you've isolated how to reproduce a problem (for example, if the problem only happens when Plugin A and Plugin C are active at the same time), you'll be able to pass that information on to a support technician.

tip

Having a true staging site where plugins and themes can be tested is still best practice. But for quick fixes and isolating conflicts on the live site, the Health Check plugin is the new standard in diagnostics.

Where can I find Support for free products?​

Paid or free products, we guarantee the same level of expertise and support. However, please note that while we strive to assist all our users, response times may vary between free and paid products. For free plugins, we provide support as necessary — please post your questions on the plugin support forum, and we'll do our best to help.

How to ask a question and/or report a bug?​

To open a support ticket:

  1. Go to WordPress.org and find the plugin that you have a query about.
  2. Click on the Support tab.
  3. Browse the support forum to check if the answer is already posted.
  4. Click Create Topic to open a new support thread.
  5. To help us with your issue, please provide every detail (screenshots, link to your website, health info).
warning

Don't provide any sensitive information, like passwords.

Why am I getting a "Unrecognised IP Address" error when activating my Brevo API key?​

This happens because Brevo has recently introduced a new IP authorisation policy for API usage. If the server hosting your WordPress site uses an IP address that's not authorised in your Brevo account, the connection will fail with a 401 error.

To fix this:

  • Add your server's IP address to the Authorised IPs list.
  • Wait a few minutes before revalidating your API key.