Your WooCommerce store is down, or it is up and refusing orders. Every hour of that is revenue you do not get back, and many support queues will answer you tomorrow, from a timezone where it is currently the middle of the night. Emergency WooCommerce support from us is priced as a fixed callout, stated before we start, by a Melbourne team working Australian hours.
Send enquiryNot quite what you are after? If your store is working but a specific thing is wrong, such as the checkout failing to load, orders failing at the payment step, or the checkout breaking only on phones, that is a repair rather than an emergency. If the site that is down has no store on it, our WordPress website down help page is the right one, and if it has been hacked, start with WordPress malware removal. This page is for a WooCommerce store that is down or unable to trade at all.
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A WooCommerce emergency is any fault that stops customers buying: a white screen, a fatal error, a site that will not load, a checkout that fails for every customer, a store that has been taken offline by the host, or a security incident in progress. If customers cannot buy and you do not know why, that is this. A layout problem or a slow page is real work but it is not an outage, and pricing it as one would be dishonest.
Most store outages trace back to a short list of causes. A plugin, theme or WooCommerce update that throws a fatal error, often reported by WordPress in a recovery-mode email to the site's admin address. The host upgrading PHP under a plugin that cannot run on the new version. The PHP memory limit being exhausted by a large import or a busy sale. The database server refusing connections. An SSL certificate that has expired, so browsers warn customers away from the checkout. Payment gateway API keys that were rotated or revoked. A domain or DNS record that lapsed. Or the host suspending the account for resource use. Each leaves a specific trace, which is why we read logs before trying fixes.
We take a full copy before touching anything, so there is always a way back. Then we work from the evidence rather than guessing: server error logs, the most recent plugin and core updates, and what changed immediately before it broke. Most outages have a specific, recent cause, and finding it is faster than trying fixes.
Write down roughly when the store broke and anything that changed around then: an update, a new plugin, a hosting change, a renewal notice. Check the admin email inbox for a message from WordPress about a technical issue, because it names the plugin or theme that failed. Do not restore an old backup over the live store without telling us, because every order placed since that backup will disappear. Deactivate rather than delete plugins if you try anything, since deleting can remove their data. And have your WordPress admin and hosting logins ready, or create a temporary admin account for us that you can remove afterwards.
These are two different jobs and we do them in that order. Restoring the ability to take orders sometimes means rolling back an update or disabling a component temporarily. That is triage, not a repair, and we are explicit about which one you have. The permanent fix follows once the bleeding has stopped. To make a repeat less likely, ongoing WordPress care keeps updates tested and backups current.
Often overlooked and often recoverable. Payments that were taken but never became orders, carts abandoned mid-failure, confirmation emails that never sent: some of that can be reconstructed from gateway records once the store is stable, and it is worth doing before the data ages out.
Your peak trading is our working day. We are a Melbourne team, open all week from 9 to 5 AET, Saturday and Sunday included, which covers the hours most Australian stores take most of their orders. An overseas support desk, however good, can be asleep during your Saturday morning rush, and the gap between reporting a problem and someone starting on it is where the money goes. When you contact us we tell you plainly when we can start, before you commit to anything.
A same-day incident for a store that is not trading is a fixed $449 AUD callout that covers the first 2 hours of work, then $225 AUD an hour. If it can wait until the next business day, the callout is $100 AUD, then $100 AUD an hour. We tell you before the included time runs out, so the cost never moves without your say. You get the store trading, the cause in writing, and what to change so it does not recur. If the underlying problem is that nothing is monitored, a WordPress care plan from $159 AUD a month is usually cheaper than the next outage.
It depends on what is already on the bench, so we tell you honestly when you contact us rather than promising a number on a web page. Same-day incidents are the ones we prioritise during our 9 to 5 AET hours, and if we cannot start in time to help, we say so rather than accepting the job and leaving you waiting.
If the store is down or defaced, start here and we will triage it. Malware cleanup and hardening is its own job with its own process, priced from $299 AUD, and we will move you across to it once you are trading again.
No. Emergency work is a one-off fixed quote. We will usually suggest monitoring afterwards, because most outages we attend were detectable well before the owner noticed, but it is not a condition of helping you.
A WordPress administrator login, and access to the hosting control panel or SFTP so we can read the error logs when the admin area will not load. For payment problems, read access to the gateway dashboard helps. Temporary accounts are fine, and we suggest you remove them once the job is closed.
Not if it is done in the right order. We copy the site and database before touching anything, and we never restore an old backup over a live store without first exporting the orders and customers created since that backup was taken. Where an earlier change has already lost data, we check the payment gateway for payments that never became orders.
Yes. When the cause sits on the host's side, such as a suspended account, a database server fault or a PHP version change, we raise it with their support team directly and give them the log entries they need, which usually gets a faster answer than a general complaint that the site is down.
You get a short written incident note: what failed, why, what we did, and anything still temporary, such as a plugin left deactivated or an update rolled back. If a permanent fix needs more work, it is quoted separately so you can decide when to do it.
Tell us what is happening and we will come back with a fixed quote and a timeline, usually within one business day.
Get in touchWooCommerce store down or not taking orders? Fixed-price same-day incident callout, Melbourne team working 9 to 5 AET all week. Cause in writing, no lock-in.
Get in touchEvery CloudyWP project runs the same way, whether it is a one-page site or a store with a thousand SKUs. Here is exactly what happens.
A single scoping call, then a written plan: what gets built, what it costs, and when it ships. No discovery-phase invoices, no moving targets.
48 hrs to your quote
Custom WordPress or Shopify on clean code you own outright. Every build ships fast, passes Core Web Vitals, and is handed over documented.
95/100 average PageSpeed
Your site talks to the tools you already run: CRM, invoicing, email, stock. The repetitive admin stops being someone's job and starts running itself.
15 hrs saved every week
