Standard rate
Business hours
Monday, Friday
9:00, 19:00 CET
- Quotes, consulting, info
- Scheduled technical interventions
- Reply within the hour
- Standard rate, no surcharge
E-commerce support
When your e-commerce
has a problem, time costs.
Site down. Emails not sending. Checkout broken. Hacking. Refused payments. Performance crashed. When an e-commerce has a problem, every minute is a lost sale. With over 25 years of experience, Webcreation® intervenes on any e-commerce platform, WooCommerce, Shopify, PrestaShop, Magento, even on sites we didn't build.
Specialists in WooCommerce and WordPress, we work with a proven method: analysis of the problem within the working hour, targeted solution to restore operations, identification of the cause, consolidation to prevent recurrences. No quick patches: honest diagnosis and lasting solutions.
Availability and urgent interventions
We work nights too
when your e-commerce is on its knees.
An e-commerce down, a hacked site, the payment gateway refusing orders during Black Friday: every passing hour is lost money. That's why we offer extended availability for urgencies, outside business hours, at night, on holidays.
Urgencies · Surcharge
Urgency on-call
Every day · holidays included
7:00, 23:00 CET
Most common serious problems:
- Site down, broken checkout, blocked orders
- Hacked WooCommerce, malware, defacement
- Payment gateway down during ADS campaigns
- Transactional emails not sending
- Migrations or updates gone wrong
- Black Friday, sales, launches with critical traffic
Surcharged rate outside business hours: hours from prepaid packages (5h €350 / 10h €600 / 20h €1,100) are consumed at double rate.
Night · On-call
Serious night interventions
On request
22:00, 9:00 CET · 7 days a week
Serious and very serious problems:
- Site completely down: every hour lost is money
- Active hacking: data or files disappearing live
- You're losing orders or data in real time
- Heavy updates better done at night (site offline)
- Hosting or platform change without users noticing
Double rate + on-call to be agreed. By appointment via phone or contact form.
For ongoing emergencies: call +39 348 932 3674. We answer directly, including outside business hours during the urgency window (7am-11pm CET).
Talk to us
Got a problem on your e-commerce?
Describe it, we'll reply right away.
Describe the problem, the platform (WooCommerce, Shopify, PrestaShop, Magento, custom) and the urgency. We'll reply right away, analyze the situation and start solving it.
AI
AI Agent · E-commerce troubleshooting
online · instant repliesHi 👋 I'm Webcreation's AI. Describe your e-commerce problem, site down, broken checkout, hacking, performance, emails not sending, I'll reply right away.
1h
first analysis of the problem
In business hours (Mon-Fri 9-19) we start analyzing within the hour. In urgency window (7-23, holidays included) within 30 minutes. We understand the urgency, evaluate the impact, decide what to do.
25y
of experience
Since 1999 we solve technical problems on any platform. WooCommerce and WordPress specialists, agnostic on everything else.
100%
platforms supported
WooCommerce, Shopify, PrestaShop, Magento, custom solutions. We also work on sites we didn't develop.
The intervention principle.
First, stability.
Then, diagnosis.
Then, improvement.
Faced with a problem, the right order is this: restore operations, then identify the cause to prevent recurrences, finally consolidate with monitoring, hardening, documentation. Lasting solutions, no quick patches.
What we solve
The most common problems
on WooCommerce and any e-commerce.
From small problems to hacking recovery, from critical checkout bugs to blocked migrations. Eight problems we solve most often, four specific to WooCommerce, four generic to any e-commerce. For each, the concrete solution.
-
WooCommerce emails not being sent
Order confirmations, invoices, password resets, admin notifications: they disappear. Typical causes: incorrect SMTP configuration, hosting blocking PHP mail(), missing SPF/DKIM, unauthenticated sender. Fix: setup of WP Mail SMTP + transactional service (SendGrid, Brevo, Mailgun).
-
WooCommerce checkout doesn't work
White page, errors at "Place order", form not validating, wrong total. Causes: plugin conflicts after update, incompatible custom theme, JavaScript blocked by cache, SSL errors. Systematic diagnosis with progressive deactivation and debug logs.
-
WooCommerce cart always empty
User adds products, but cart shows "empty". Cause almost always: aggressive caching serving the same page to all users. Fix: cache rules excluding cart/checkout/account, correct session handling, WooCommerce cookie check.
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Stripe / PayPal / Klarna error on WooCommerce
Refused payment, webhook not received, unconfirmed order. Causes: incorrect or expired API keys, wrong webhook URL, outdated gateway plugin, test/live modes confused, unsupported currency. Gateway logs + WooCommerce logs to identify exact failure.
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E-commerce site down / 500 error
Total down, white page, 500 errors. Rapid diagnosis: server logs, hosting status, SSL certificate, database, recent updates. Restore within the hour in business hours, clear communication throughout the intervention.
-
E-commerce site hacked or malware
Strange redirects, "not secure" alert, Google blacklist, injected files. Structured procedure: state backup, malware scan (Wordfence/Sucuri), cleanup, restore, hardening, credential change, 30-day monitoring, GDPR communication if needed.
-
Crashed performance / slow site
Slow pages, Core Web Vitals in red, dropping conversions, server at 100% CPU. Application profiling, SQL query optimization, Redis Object Cache, Cloudflare CDN, image optimization, lazy loading, blocking plugin reduction.
-
Broken ADS tracking: pixel not registering
Meta Pixel not firing, GA4 not receiving events, Google Ads conversion tracking at zero. Consequence: wasted ADS budget, smart bidding optimizing on nothing. Fix: rebuild dataLayer, standard e-commerce events, server-side CAPI, GDPR-compliant Consent Mode v2.
Recovery, maintenance, takeover
We also work on sites we didn't develop. We just need access and a description of the problem. From hacks fixed in 4 hours to takeover of projects abandoned by other agencies, all the way to continuous WooCommerce maintenance.
See our projects →How we move
Four phases.
Stability first, then the solution.
Problem analysis
We understand the urgency, evaluate impact on the business, decide what to do in the first hours. Transparent communication from the first minute.
Restoration
We solve the problem immediately. Getting back to operations without collateral damage is priority number one. Temporary solution if it helps reduce sales impact, while waiting for the definitive solution.
Cause diagnosis
Analysis of the cause of the problem, not just the symptom. We want to prevent the problem from recurring. Written report with causes, applied solution and recommendations.
Consolidation
Backup, monitoring, hardening, documentation. We leave the project in better shape than we found it. Optional ongoing maintenance plan.
“
Site recovered and back up in 4 hours. They avoided a disaster during Black Friday, saving weeks of sales. Honest diagnosis, clear communication, lasting solution.
Client · home & living e-commerce
Frequently asked questions
Frequently asked questions
about e-commerce troubleshooting
What e-commerce problems do you solve?
We solve any technical problem on an e-commerce: site down or 500 error, broken checkout, WooCommerce emails not sending, payment gateway errors (Stripe, PayPal, Klarna), hacked sites or with malware, performance crashes, conflicts after plugin updates, failed migrations, inherited code to manage. We also work on sites we didn't develop.
Why are WooCommerce emails not being sent?
The most common causes are: incorrect SMTP configuration, hosting blocking direct PHP send, unauthenticated sender (missing SPF/DKIM), conflicts with marketing automation plugins, or emails landing in spam. Solved by installing a dedicated SMTP plugin (WP Mail SMTP, FluentSMTP) and configuring a transactional service like SendGrid, Mailgun, Brevo.
What to do if WooCommerce checkout doesn't work?
Causes are often: plugin conflict (especially after updates), custom theme incompatible with the new WooCommerce version, JavaScript blocked by aggressive cache, payment gateway errors, SSL configuration issues. Solved with progressive plugin deactivation to identify the culprit, cache clearing, JavaScript console and server log checks.
E-commerce site down: what to do now?
Check immediately: 1) hosting active (provider status page); 2) SSL certificate not expired; 3) 500 errors from server logs; 4) reachable database; 5) any recent updates that broke something. If you don't know where to start, call us: we analyze the problem within the working hour and restore operations with a targeted solution.
What to do if the e-commerce site has been hacked?
Don't shut down the site (you'd lose data), don't act alone. Correct procedure: full backup of current state, malware scan (with tools like Wordfence, Sucuri, MalCare), cleanup of infected files, restore from clean backup, configuration hardening, password and API key change, 30-day monitoring, user communication if required by GDPR.
Why is my e-commerce slow?
Typical causes: shared hosting with insufficient resources, too many active plugins, unoptimized images, slow SQL queries, lack of caching, CDN not configured. On WooCommerce specifically: large catalog without Object Cache (Redis), too many never-cleaned transients, plugins making blocking synchronous API calls.
Why doesn't Stripe / PayPal / Klarna work on WooCommerce?
Common causes: incorrect or expired API keys, webhooks not configured properly, gateway plugin not updated, conflict with theme or other plugins, invalid SSL certificate, currency not supported by gateway, test/live modes confused. Need access to gateway, WooCommerce logs and debug console to identify the exact failure point.
WooCommerce empty cart: why does it happen?
Main cause: aggressive caching serving the same cart page to all users. Solution: configure cache to exclude cart/checkout/account pages, manage sessions correctly, verify WooCommerce cookie. Other causes: plugin conflicts, wrong CDN rules, blocked JavaScript.
How much does an e-commerce troubleshooting intervention cost?
For urgent interventions we bill hourly at standard rate. Once the problem is solved we evaluate if a consolidation or ongoing maintenance plan is needed, with dedicated quote.
Do you also work on e-commerce sites you didn't develop?
Yes, that's the majority of interventions. We just need access (FTP/SSH, hosting, CMS admin, git repository if present) and a description of the problem. No constraints to rewrite everything: often the value is precisely in recovering the existing investment.