WooCommerce Bookings with Partial Payments & Membership User Access – WooCommerce Bookings and Appointments FAQs

After support access has been provided, is it safe to remove PluginHive’s admin login from my website?

Yes, once PluginHive support has finished troubleshooting or addressing your issue, you can safely remove their admin login credentials. Support staff will inform you when it is appropriate to do so, and all necessary testing will have been completed by that point.

Are confirmation and reminder emails (for deposit paid, booking confirmation, balance payment, etc.) automatically sent to clients through your plugins?

The plugins do not track payment details, so they do not send deposit- or balance-specific confirmation emails by default. However, you can utilize WooCommerce’s built-in email notifications. For example:

• When a booking is placed, WooCommerce sends a new order confirmation email.
• Once you change the order status to “complete” after receiving a deposit, WooCommerce can send an order completion email.

Are custom user roles supported so that employees can create bookings but not access order management or financial information?

Custom user role management, such as allowing employees to create bookings without access to orders or financial data, is not provided directly by the plugin. You can achieve this functionality by using separate user role management plugins for WooCommerce, which allow you to set precise permissions and restrict access as needed.

Can all my specified booking requirements be met using the WooCommerce Bookings and Deposits plugins along with the Reminder Emails addon?

Yes, all your listed requirements—including prices based on time, minimum reservation period, special rates for specific dates, synchronization with Google Calendar, partial payment at booking, reminder emails before the booking date, and payment balance management—can be fulfilled using the WooCommerce Bookings plugin, the WooCommerce Deposits plugin, and the custom paid addon "Reminder emails for percentage deposits." Please note that while these plugins cover your outlined needs, there is no option to configure an additional deposit amount on top of the product cost.

Can customers make part payments after a deposit payment instead of paying just the final balance with the PluginHive system?

Yes, using the PluginHive Deposit plugin, you can offer customers flexible payment options directly from the WooCommerce product page. You can:

• Allow fixed or percentage-based deposits.
• Enable split payments, letting customers pay in parts, not just a deposit and final balance.
• Set and customize payment plans for deposit amounts according to your requirements.
• Send email reminders a specified number of days prior to the order date.

Can enabling Booking Reminders cause duplicate emails to be sent to clients due to the creation of two orders (deposit and balance)?

Enabling the Booking Reminder email option will not result in the email being sent for the remaining payment order. The customer will receive only one Booking Reminder email, regardless of the presence of deposit and final payment orders.

Can I access the backend admin area of the demo site for PluginHive’s WooCommerce Bookings plugins to evaluate features?

Yes, you can access the administrator view of the demo sites for both the WooCommerce Recurring Bookings and Appointments plugin and the WooCommerce Multiple Non-Adjacent Bookings plugin. Demo site links are provided for each plugin:

• Recurring Bookings Demo: https://woocommercebookings.pluginhive.com/product/weekly-online-chemistry-classes-recurring-bookings
• Non-Adjacent Bookings Demo: https://woocommercebookings.pluginhive.com/product-category/multiple-non-adjacent-days-booking

Can I keep the order status as Pending until the balance payment is received?

Yes, you can set the WooCommerce order status to Pending after the deposit is paid, and update it to Completed or another status once the balance payment is received. This helps you manage the booking lifecycle effectively within WooCommerce.

Can I manually enter partial payments (such as payments received via cash or direct bank transfer) towards a customer's remaining deposit balance in the PluginHive WooCommerce Deposit plugin, so the customer can see the updated balance?

The PluginHive WooCommerce Deposit plugin does not provide a way to manually enter offsite payments (such as cash or direct bank transfers) against a customer's remaining balance if an order has been created for the pending payment. To manage such partial payments manually, go to the Deposits plugin settings, navigate to the Balance Payment section, and select the option 'Do not create any order for remaining balance.' This will allow you to handle the remaining balance outside of WooCommerce. Please note, if you allow WooCommerce to create an order for the balance payment, you will not be able to manually update the balance for any partial payments received outside the store.

Can I require customers to pay a deposit instead of the full amount when booking? Is a separate add-on needed?

Yes, to accept deposits, you need to use the PH WooCommerce Deposits add-on.

• This add-on allows customers to pay a partial upfront deposit and settle the remaining balance later.
• Review and test the plugin to ensure it fits your business case before purchase.

Can instructors be granted access to edit bookings with this plugin?

Instructors cannot directly edit bookings unless they have admin-level access to your WordPress site. The ability to edit or manage bookings is restricted to users with store admin access. If instructor editing is required without full admin privileges, consider evaluating additional user role management plugins or workflows.

Can staff members have separate calendars in the WooCommerce Bookings & Appointment plugin, or is everything managed in one place?

While you can add staff members within the plugin, all bookings are managed through a single calendar view that is accessible to the store admin. There are no separate staff member calendar dashboards.

Does the email reminder system for balance payments also work with fixed amount deposits, or is it only for percentage-based deposits?

The custom addon "Deposits Reminder Emails Customisation For Percentage Deposits" enables sending balance payment reminder emails specifically for percentage-based deposits. Currently, this reminder system does not support fixed amount deposit plans. If you require reminder functionality for fixed amount deposits, please contact PluginHive support to discuss potential customization options.

Does the WooCommerce Bookings & Appointment plugin handle user management, such as discounts for first-time users, booking expirations, login requirements, or limiting bookings to a specific number of sessions?

The WooCommerce Bookings & Appointment plugin does not handle user management features. Specifically:

• Discounts for first-time users must be treated as individual bookable products, not bundled packages.
• The plugin does not offer booking expiration features.
• There is no login requirement for making a booking.
• It is not possible to limit bookings to a specific number of sessions through this plugin.

Does the WooCommerce Bookings & Appointments plugin fully support the WoodMart theme for adding product rental features by day and/or hour?

Yes, the WooCommerce Bookings & Appointments plugin is fully compatible with the WoodMart theme. Many users successfully use both together to offer product rental features by day and/or hour. You can explore how the plugin works with the WoodMart theme by accessing the plugin demo website: https://app.instawp.io/public/launch?d=v2&t=woocommerce-bookings-and-appointments-plugin. If you decide to proceed, you can purchase the plugin at https://www.pluginhive.com/product/woocommerce-booking-and-appointments/.

Does the WooCommerce Deposits plugin automatically take payment on a schedule for the remaining balance amounts?

The WooCommerce Deposits plugin does not automatically collect scheduled payments for remaining balances. Payments are handled directly by WooCommerce. The plugin can send reminders to customers to prompt them to make the balance payment, but it does not initiate or process the payments itself. To collect balance payments, customers will need to make the payment manually after receiving the reminder.

How can I access a working demo for the WooCommerce Bookings & Appointments plugin if the previous demo isn’t working?

You can try the new demo environment for the WooCommerce Bookings & Appointments plugin by visiting this link: https://app.instawp.io/public/launch?d=v2&t=woocommerce-bookings-and-appointments-plugin. This will allow you to explore and test all plugin features in a live environment before making a purchase. If you decide to buy, you can purchase the plugin from the official PluginHive product page: https://www.pluginhive.com/product/woocommerce-booking-and-appointments/.

How can I change the billing address for my next PluginHive invoice?

To change the billing address for your next PluginHive invoice, log in to your PluginHive account using your registered email address. Then:

1. Visit pluginhive.com and click on "Login" to access your account.
2. Navigate to the "My Account" section.
3. In "My Account," you will find the option to update your Billing Address.
4. Update your billing information as required. The changes will reflect on your subsequent invoice.

How can I manually record early or partial payments (such as cash or direct bank transfer) towards a customer's deposit balance in the WooCommerce Deposits plugin?

To manually manage deposit balance payments made outside of WooCommerce (such as via cash or direct bank transfer), follow these steps:

1. In your WooCommerce admin panel, go to the Deposits plugin settings.
2. Navigate to the "Balance Payment" section.
3. Select the option for 'Do not create any order for remaining balance.'
4. With this setting enabled, the plugin will not automatically create a balance payment order, allowing you to manage and track such payments manually.

How can I modify which WordPress user roles (such as Editor or Author) have access to view and manage Bookings in the WooCommerce Bookings and Appointments plugin?

The WooCommerce Bookings and Appointments plugin does not provide an option to specifically set or modify user roles for managing bookings within the plugin itself. Access is determined by the overall WordPress user roles. The plugin recognizes standard roles like "Shop Manager," "Editor," and "Administrator" and assigns capabilities accordingly. There is no built-in setting to add custom roles for booking management.

How can I resolve the issue of two cart forms displaying on my site after updating to the latest theme and plugin versions?

After updating to the latest version (4.8.103) of the theme and corresponding plugins, the issue of two cart forms still persists on both the staging and live sites. This suggests the issue may be related to the theme itself. It is recommended to consult the theme provider for further assistance in resolving the duplicate cart form display. Additionally, ensure proper login access is available for troubleshooting on the live site.

How can I see a live demonstration of the WooCommerce Bookings And Appointments plugin before purchasing?

You can access a live demo of the plugin at the following link: https://app.instawp.io/public/launch?d=v2&t=woocommerce-bookings-and-appointments-plugin. This will allow you to explore the plugin's features and functionality in a real WordPress and WooCommerce environment before making a purchase decision.

How can I set up my booking system so that bookings made within 30 days of arrival require full payment, while bookings made 31 days or more prior to arrival allow a 50% deposit with automated balance due reminders?

The current Deposit plugin does not have an option to require full payment for bookings made within 30 days of arrival. However, PluginHive offers a paid customization service starting from $500 (non-refundable) that can implement this specific business requirement. The standard Deposit and Bookings plugins function independently and do not include this logic by default. For bookings made in advance (more than 31 days prior), PluginHive provides a custom addon called "Pluginhive Deposits Reminder Emails Customization For Percentage Deposits." This addon allows you to:

• Set up percentage-based deposits (e.g., 50%).
• Automatically send reminder emails for the remaining payment based on the booking arrival date (not just the order date).
• The addon is available for $250 (non-refundable).

How can I set up separate administrators or role managers so that each administrator can only see reservations for a specific product in the WooCommerce Bookings and Appointments plugin?

The WooCommerce Bookings and Appointments plugin does not provide native functionality to assign administrators or role managers to view reservations only for specific products. User account creation, role assignment, and permission control are managed by WordPress itself or by specialized user management plugins. While you may explore user role editor or shop manager plugins to restrict access, the required fine-grained control (per-product reservation visibility for different administrators) is not available within PluginHive's Booking & Appointments plugin. For vendor scenarios, popular multi-vendor plugins generally do not support this type of reservation visibility segmentation either. Consider consulting third-party user role and access management plugins for possible workarounds, but such setups will require custom development.

How can PluginHive support access my website if I need to whitelist their IP addresses?

To allow PluginHive support to access your website, you can whitelist their IP address. For PluginHive, the IP address to whitelist is: 106.51.91.51. Alternatively, you can whitelist all Indian IP addresses for broader access. Once you have added the required IP addresses to your whitelist, inform PluginHive so they can access and troubleshoot your site as needed.

How can we allow both members and non-members to book our club at different rates, and is there a way to confirm membership by inputting a member number, or should members log in to access member pricing?

The WooCommerce Bookings and Appointments Plugin manages the booking calendar and cost calculation on the product page, while user authentication and user roles are handled by WooCommerce itself. To verify membership or apply member-specific pricing, you should configure user roles and login mechanisms in WooCommerce or consider using additional WooCommerce-compatible plugins for managing membership verification (e.g., requiring users to log in, input a member number, or assigning user roles for members and non-members). Further customization for membership verification or differentiated pricing would be managed through WooCommerce or its membership extensions, not directly within the Bookings and Appointments Plugin. For detailed setup, please consult the WooCommerce support team or relevant membership plugin documentation.

How can we ensure that the entire sale amount, not just the deposit, is reported in WooCommerce reports when using the Bookings and Appointments for WooCommerce Premium plugin with WooCommerce Deposits?

When a customer places an order using the Bookings and Appointments for WooCommerce Premium plugin combined with WooCommerce Deposits, WooCommerce creates two orders:

1. A "Processing" order for the initial deposit (e.g., $25), which the customer pays upfront.
2. A "Pending balancePayment" order for the remaining balance (e.g., $75), to be paid in the future.

How do I grant FTP access to my website for troubleshooting?

FTP access allows technical support to access your website’s server files directly, which is different from regular admin login. To grant FTP access:

1. Contact your website hosting provider or refer to your hosting control panel to set up or retrieve the following details:

• FTP Host (server address)
• FTP Username
• FTP Password
• FTP Port (usually 21 for FTP)

1. Ensure the FTP account has read and write permissions to your website’s directory.
2. Once set up, securely share these details with the technical support team.
3. If you need assistance setting up FTP access, your website developer or hosting support can help configure it appropriately.

How do I provide FTP access for support to investigate a plugin conflict?

To provide FTP access, please supply the FTP Host information. You can connect to your hosting control panel to find or manage the FTP credentials. If you need additional help in generating FTP login details, reach out to your hosting provider for guidance. Providing FTP access enables support teams to investigate and resolve technical issues directly on your website files.

I am not comfortable providing full admin access to my live site as it contains sensitive data. What can I do to help PluginHive support troubleshoot the issue?

If you are not comfortable sharing admin access to your live site:

1. Consider creating a new admin user with a unique email (such as [email protected]).
2. Assign only the necessary permissions to this user, or use a heavily managed role with limited capabilities as required by support.
3. For additional security, set up a staging version of your site. Provide admin and, if possible, FTP access to the staging site instead of the live site. This enables troubleshooting without risking sensitive data or business operations.
4. Always remove the support user after the troubleshooting is complete.

I'm unable to log in with my current email and would like to know which email address my castelloruspoli.com domain is registered with on PluginHive.

The castelloruspoli.com domain is registered with the email address [email protected]. Please use this email address to log into your PluginHive account. If you do not have access to this email address and need further assistance, contact PluginHive support to explore options for account recovery or changing the registered email.

If I am struggling to provide the correct FTP access, what should I do?

If you’re having difficulty granting FTP access:

1. Reach out to your website developer for assistance—they can help set up and confirm the correct permissions.
2. Alternatively, contact your hosting provider’s support team for step-by-step guidance on creating and configuring an FTP account with the necessary permissions.
3. Once set up, provide the correct FTP details to the technical support team to allow them to proceed with troubleshooting.

If the WooCommerce Bookings and Appointments plugin does not allow users to create WordPress user accounts, how are user accounts and permissions managed?

User account creation and permission management are handled by WordPress itself. The WooCommerce Bookings and Appointments plugin focuses on calendar and booking functionality on the product page and does not control or modify WordPress user or permission management features. To manage user accounts or roles, use native WordPress settings or an appropriate user management plugin.

Is it necessary to provide access to my live site, or can PluginHive perform tests on a staging site?

For best practice, it is recommended to set up a staging (test) site for troubleshooting plugin conflicts. If this is not feasible due to plugin restrictions or OAuth/social logins depending on live URLs, PluginHive may request permission to work directly on your live site. Always back up your website before granting access and ensure you can restore it if needed. The support team will proceed with caution and notify you before making any major changes.

Is it possible to display different booking prices based on whether the user is logged in as a "Member" or not?

The plugin does not offer built-in functionality to display different prices based on user roles or membership status. All users see the same booking price for a given product. If you need to show different prices to members and non-members, you will need to explore third-party WooCommerce extensions that offer dynamic pricing or membership-based pricing features compatible with booking products. These extensions can help adjust the displayed price according to the customer’s logged-in status and assigned role.

Is it possible to offer a discount on bookings for logged-in members who are part of WooCommerce Memberships using the WooCommerce Bookings and Appointments Plugin?

The WooCommerce Bookings and Appointments Plugin itself does not directly integrate with WooCommerce Memberships to provide automatic member discounts. The plugin handles calendar and booking functionalities, while membership discounts are typically managed by WooCommerce or related membership extensions. However, you can create different participant types within the plugin’s Booking Participants settings and manually assign discounts to these participants. More information on setting up participants and applying rules is available in the plugin’s knowledge base: https://www.pluginhive.com/knowledge-base/setup-guide-woocommerce-bookings-and-appointments-plugin/#people

Is it possible to request a security deposit (bank imprint/pre-authorization) from a customer renting a product on my WooCommerce site using Stripe, so that the deposit amount is blocked on their card but not actually charged?

Currently, PluginHive's WooCommerce Deposits plugin does not support bank imprints or pre-authorization holds for security deposits. The plugin allows customers to pay deposits or partial payments toward purchases or rentals, but it cannot create a pre-authorized hold (i.e., blocking funds on the customer’s card without actually charging them). Handling card imprints or pre-authorizations for security deposits would require integration with payment gateways supporting this feature directly, such as custom Stripe integration, which is not available within the PluginHive plugin functionalities.

Is it safe to allow PluginHive Support temporary admin access for troubleshooting?

Yes, providing temporary admin access is a standard troubleshooting practice for complex issues. After PluginHive resolves your issue, make sure to delete or disable the temporary user account to maintain your site’s security. Always use secure communication channels to share credentials.

Is PluginHive Booking plugin fully compatible with the WooCommerce mobile app?

The PluginHive Booking plugin has not been tested for compatibility with the WooCommerce mobile app. While it is fully supported in the standard WordPress WooCommerce web environment, its behavior with the mobile app cannot be guaranteed. Users may experience differences or issues when accessing booking data via the mobile app. For optimal performance and reliability, use the plugin within the web-based WordPress WooCommerce dashboard.

Is the PluginHive WooCommerce Bookings plugin compatible with the Codeixer WooCommerce Deposits plugin?

PluginHive has not officially tested its Bookings plugin for compatibility with the Codeixer WooCommerce Deposits plugin and cannot guarantee that both will work seamlessly together. For optimal compatibility and support, it is recommended to use the PluginHive WooCommerce Deposits plugin, which is designed to work alongside the PluginHive Bookings plugin and allows customers to pay deposits for your services or products, with the flexibility to pay the remaining balance later.

Is there a built-in membership feature so clients can register as members for ongoing group classes?

There is no built-in membership feature in the PluginHive Bookings plugin. Membership management, such as recurring subscriptions or special member-only schedules, is not supported within the plugin.

Is there a demo website available for the WooCommerce Bookings and Appointments plugin?

Yes, a demo site for the WooCommerce Bookings and Appointments plugin is available. You can access it at: https://woocommercebookings.pluginhive.com/. Use the following credentials to log in:

• Username: Demo
• Password: this

Is there a way to ensure that a booking is canceled or inventory/resources are released if a customer fails to pay the second payment (remaining balance) using the PluginHive Deposits plugin?

By default, PluginHive’s Deposits plugin uses two custom WooCommerce order statuses for partially paid bookings:

• "Partially Paid"
• "Pending Balance Payment"

Is there a way to manually enter off-platform payments (e.g., cash or direct bank transfer) towards a customer's deposit balance using the PluginHive WooCommerce Deposit plugin, so that the customer can see their remaining balance?

If you wish to manually manage balance payments made outside the website (such as cash or direct bank transfer), go to the Deposits plugin settings, navigate to the Balance Payment section, and select 'Do not create any order for remaining balance.' This setting allows you to manually handle the remaining amount and record payments received through other channels, as the plugin will not automatically track the balance or partial payments for you. Please note that if you choose to let the plugin create an order for the balance payment, you cannot track or manage partial payments received manually, as only one remaining payment would be expected via the site.

Is there a way to try out the platform to ensure it meets my business needs before making a commitment?

You can access a live demo of the WooCommerce Bookings and Appointments plugin via the following link: https://app.instawp.io/public/launch?t=woocommerce-bookings-and-appointments-plugin&d=v2. This allows you to simulate scenarios and test features relevant to your workspace requirements.

Is there documentation on how the "Pluginhive Deposits Reminder Emails Customization For Percentage Deposits" addon works?

Yes, PluginHive provides documentation for the "Deposits Reminder Emails Customization For Percentage Deposits" addon. You can find detailed information on how this addon works, including setup instructions, in the article below: [WooCommerce Deposits Addons – Reminder Emails Knowledge Base](https://www.pluginhive.com/knowledge-base/woocommerce-deposits-addons-reminder-emails/?srsltid=AfmBOorKsueSzfbme8wgHE6Ebqd_yaHbzDzL7a3spfR4oaeiDCsSRAHd). This documentation will guide you on configuring reminder email schedules for deposit balances based on the booking’s arrival date.

The support team mentioned that my FTP directory is empty and requested read/write access. What does this mean, and how do I resolve it?

An empty FTP directory or lack of access rights means the FTP user account may not have permissions to access your website’s files. To resolve this:

1. Log in to your hosting control panel or contact your hosting provider.
2. Verify that the FTP account is mapped to the correct root directory for your website’s files (typically, public_html or www).
3. Ensure the FTP user is granted both read and write permissions to that directory.
4. Save changes and test the FTP login to confirm access.
5. If needed, ask your website developer or hosting provider for assistance to configure and verify appropriate access levels before sharing credentials with support.

We are unable to recover our PluginHive account password because our email addresses return “Invalid username” on the password reset page. Is there another way to recover our account access?

To assist with account recovery, please provide either the plugin purchase order number or the specific email address used for your purchase. This information enables the support team to locate your account details. Additionally, indicate which one email address was originally used to create your PluginHive account for further verification and assistance.

What are the property or data attribute names for the “Due Today” and “Future Payment” fields added by the PluginHive Deposits plugin?

The "Due Today" and "Future Payment" fields displayed by the PluginHive Deposits plugin do not have specific data attributes assigned to them. However, the "Total" field, which represents the sum of "Due Today" and "Future Payment," is managed by WooCommerce and uses WooCommerce’s standard data attributes. You can use these WooCommerce data attributes if you need to reference the total amount programmatically or for validation purposes.

What information do I need to provide PluginHive support for advanced troubleshooting of plugin conflicts?

To enable effective troubleshooting of plugin conflicts, you should provide the following:

• FTP access credentials (host, username, password) for the support team to access site files.
• WP-Admin credentials, preferably to a staging site (if not possible, permission to work on the live site).
• The zip file or download link of the conflicting plugin for testing.
• Screencasts or descriptive steps showing the issue.
• Written permission for the team to deactivate other plugins and switch the site theme temporarily for investigation.

What information do I need to provide so PluginHive can investigate technical issues that only happen on my website?

To facilitate a thorough site-specific investigation, please provide the following:

• Admin access to your staging (clone) site, not the live site, to prevent disruption for end users.
• FTP access to the staging site, so our technical team can review backend configurations and plugin/theme files.
• Permission for our team to temporarily deactivate all other plugins and change the theme to StoreFront during the troubleshooting process.

What is order 166492 and how can I view it in my PluginHive account?

Order 166492 refers to the purchase of the Bookings and Appointment plugin made on December 27, 2023, under the email address [email protected]. To view this order, log in to your PluginHive account using the registered email address ([email protected]). Once logged in, you will be able to see the order details in your account dashboard.

What is the recommended way to add more participants or quantities to an existing booking without causing accounting or calculation errors?

To correctly increase the number of bookings or participants for an existing order, use the "Add Booking" tab in your admin panel:

1. Select the same product and relevant order number.
2. Enter the additional booking details (such as date, participant count, etc.).
3. Click "Add Booking."

What security measures are in place for stored customer data in the WooCommerce Bookings and Appointments plugin?

Booking and customer data stored by the plugin are managed by your WordPress and server’s security protocols. The plugin utilizes standard WooCommerce order meta and a dedicated plugin table, while access to this data is governed by your server and WordPress user permissions. Additional security, such as user roles and access restrictions, should be configured at the server or WordPress level as needed.

What should I do if a PluginHive support agent requests site access and a screencast to troubleshoot booking issues?

When asked for a screencast and WP Admin permission for troubleshooting:

• Create a screencast that clearly demonstrates the booking process and the issue encountered.
• Provide secure, temporary WP Admin access rights with enough privileges for testing manual bookings.

What should I do if I have already set my WordPress time format to 24-hour but the plugin still shows a.m./p.m.?

If you have confirmed that your WordPress “Time Format” is set to 24-hour notation but the plugin still shows a.m./p.m.:

1. Provide a screenshot showing the incorrect time display for reference (screenshot).
2. Share access to your site’s admin panel along with the product link, so the support team can investigate further.

• Create a new WordPress user with the email [email protected] and set the role to Administrator.
• If your site is not in English, temporarily set the user language to English.
• Reply to the support thread confirming account creation and provide the login URL and password.

What should I do if I’m unable to add the Booking Search Availability widget using Elementor on my WooCommerce site?

If you’re unable to add the Search Availability widget using Elementor, try the following:

1. Ensure the "Display Search Availability Widget" setting is enabled in the plugin’s options.
2. Confirm that your plugin is updated and your license is active.
3. Attempt to edit your Home page, Shop page, or Product Category pages in Elementor, as the widget is supported on these page types.
4. If your pages are custom and cannot be edited or do not correspond to these standard WooCommerce pages, consider creating a new page using the standard templates.
5. If you continue to face issues, provide links to your Home and Shop pages, and check the site’s user permissions or editing restrictions within Elementor to ensure changes can be made.
6. Contact PluginHive support with page details and site access if further assistance is needed.

What should I do if my support team is able to log in via FTP but cannot see any files or directories?

If your support team can successfully log in via FTP but cannot view or retrieve any files or directories:

1. Grant adequate read (and, if needed, write) permissions to the FTP user for the directory in question.
2. Double-check the FTP user’s "home" or root directory setting—ensure it points to the correct location containing the site's files.
3. Use your hosting control panel or contact your hosting provider to review current folder permissions and adjust them as needed.
4. After updating permissions, have the support team reconnect and verify that directory contents are now visible.

What should I do if PluginHive reports that FTP access credentials are invalid when I am trying to provide staging site access?

If PluginHive support is unable to connect to your site using the provided FTP credentials, consider the following steps:

1. Confirm whether the site requires SFTP (Secure FTP) instead of regular FTP, and communicate the protocol to PluginHive.
2. Check the port number; some hosts provide a unique port per user. Ensure the correct port is provided for the user account you're sharing.
3. Test the credentials yourself with an FTP/SFTP client to verify successful connection before sharing with PluginHive.
4. Double-check the username, password, and host address for accuracy.
5. If issues persist, contact your hosting provider to verify and generate new credentials as needed.

What should I do if PluginHive support cannot log in to my WordPress or FTP account as provided?

If PluginHive support is unable to access your WordPress dashboard or FTP account with the credentials you provided:

1. Double-check the URLs, usernames, and passwords for accuracy.
2. Ensure the account permissions (roles) are appropriate, preferably "Administrator" for troubleshooting purposes.
3. Verify that the login link you share is correct and isn’t restricted by IP or web application firewalls.
4. With FTP, confirm the correct FTP host (domain), username, and password, and ensure the account points to the correct directory (typically /public_html for WordPress root).
5. Test logging in yourself before sharing credentials with support.
6. If persistent issues occur, regenerate the credentials or create a new account, then resend to the support team.
7. Clearly specify if there are any special instructions (such as using a non-standard login URL for WordPress).

What should I do if PluginHive support requests admin access to my WordPress site for CSS conflict troubleshooting?

If PluginHive support asks for admin access to troubleshoot a conflict:

1. Create a new administrator user for their team (e.g., using [email protected]).
2. Ensure you do this on a staging or backup copy of your site whenever possible, rather than the live environment.
3. After the investigation, remember to delete or downgrade the temporary admin account for security.
4. Provide clear communication about the issues observed, relevant URLs, and specific times when PluginHive’s team can access your site.

What should I do if PluginHive support staff cannot see the WooCommerce section or plugin pages, even with Administrator access?

If support staff with Administrator access cannot view the WooCommerce section or specific plugin pages:

1. Manually log in with the provided credentials to verify what is visible on the dashboard.
2. Confirm the account is assigned the “Administrator” role, not a Shop Manager or custom role that may have limited permissions.
3. Check if any user role editor plugins or security plugins are limiting access for certain user accounts.
4. Ensure that no plugins are restricting menu access or dashboard visibility based on user IDs.
5. If support continues to experience issues, try granting your personal administrator account (with full access) to the support team securely and temporarily, or manually extract the required information and share it with support.

What should I do if the Outlook Calendar Integration in the PluginHive plugin prevents customers from logging in with social media accounts?

If you encounter login issues due to the Outlook Calendar Integration in the PluginHive plugin, a temporary fix can be applied to your site to restore social login functionality. Contact PluginHive support, who can implement the necessary fix immediately. This will allow customers to log in using their social media accounts while the permanent solution is being prepared. An official update that addresses this issue permanently will be included in a forthcoming plugin release. In the meantime, you should:

• Ensure you notify support of the login issue and mention the Outlook Calendar Integration.
• Allow PluginHive support to access your site and apply the temporary fix.
• Test the login functionality with social media accounts after the fix is applied to confirm resolution.

What should I do if the PluginHive support team cannot access my website files using the provided FTP credentials?

If the PluginHive support team reports that your provided FTP credentials do not display any folders or files, please:

1. Double-check the FTP credentials for accuracy, including username, password, server address, and port.
2. Ensure the FTP user has permissions to access your website’s root directory and necessary folders.
3. If there is a specific folder for your site, such as "pinasse-meyrannaise.fr," provide clear instructions on how to navigate to this folder after logging in.
4. Confirm that your hosting provider has not restricted access or enabled a firewall that could block the connection.
5. Provide updated FTP credentials or additional access information as needed, so the support team can troubleshoot effectively.

What should I do if the PluginHive support team needs access to my cPanel or FTP but is unable to log in?

If the support team cannot log in using the provided credentials, ensure that you:

1. Share the correct login URL for your cPanel or FTP (for example: https://cpanel.yoursite.com/).
2. Provide the complete login credentials, including the required email address and password.
3. Verify that the credentials work by logging in yourself before sharing them, and clarify any login requirements (such as 2FA or captcha) that may block access.

What should I provide to PluginHive support if my booking issue is unresolved after updating the plugin?

If updating the plugin does not resolve your issue, provide PluginHive support with:

• FTP access to your site
• Explicit permission to temporarily deactivate all other plugins and switch the theme

What steps should I take to set up a staging site and enable test/sandbox payment methods for troubleshooting the PluginHive Bookings and Appointments plugin?

To set up a staging site and enable a test payment method for troubleshooting, follow these steps:

1. Contact your hosting provider or access your hosting control panel to create a staging (clone/test) version of your live website. Ensure it replicates all your current website settings and data.
2. Set up FTP access to your staging site so team members or developers can upload files or make changes as needed.
3. To enable a sandbox/test payment method (e.g., Stripe or PayPal):

• Log in to your payment gateway account (such as Stripe).
• Enable Test Mode from the dashboard (often found at the top of the page or under Settings).
• Locate your "Test" API Credentials (Publishable Key and Secret Key).
• In your WooCommerce or payment plugin settings on the staging site, replace the live API keys with the test keys.
• Use the payment gateway's test card numbers (e.g., for Stripe: 4242 4242 4242 4242) to place orders in test mode.

1. Confirm the test mode is enabled by completing a test booking with the provided test card credentials.
2. Once set up, share access to your staging site and relevant login/FTP details with the PluginHive support team for investigation.

Where can I find and edit the payment reminder email template in the WooCommerce system?

To locate and edit the payment reminder email template:

1. Go to Deposit Plugin settings → Balance payment tab → Choose Reminder Email Template → select "WC template" and save changes.
2. You can now access and edit this template from WooCommerce → Settings → Emails, where a new, customizable template will appear.
3. Here you can edit the content and ensure translations are applied as needed.

Where can I try out or preview the WooCommerce Bookings and Appointments plugin’s features before purchasing?

You can access a public demo site to try out the plugin and assess its functionality at: https://app.instawp.io/public/launch?d=v2&t=woocommerce-bookings-and-appointments-plugin

Why are the parent order and the final payment order numbers not sequential, and how can I troubleshoot this?

If the parent and final payment orders are not coming in as consecutive order numbers, please check the following:

1. Go to the Deposit plugin settings under the Balance Payment section and review your selection for "Balance Payment Order Creation."
2. Make sure you are not using any plugins that create or maintain custom order numbers, as these can affect the sequence.
3. If the issue persists, temporarily deactivate all plugins except for WooCommerce, Bookings, and Deposits, and switch to the Storefront default theme. Place a test order to see if the issue continues. This process helps identify if the issue is being caused by a third-party plugin or theme conflict.

Why are you unable to connect to my FTP server or retrieve files, even though your IP is whitelisted and you can log in?

Although the FTP login can be established after IP whitelisting, the issue of not seeing any files for investigation typically means there is no read or write access provided to the specified directory. To resolve this:

1. Ensure the FTP credentials have at least read permissions (preferably read/write) to the target directory specified for investigation.
2. Verify that the FTP user is configured to access the correct directory path as intended.
3. If you continue seeing no directory listings after a successful login, double-check folder permissions on the server to allow directory listing.
4. Confirm with your hosting provider (such as Rackspace) that there are no additional restrictions or special configurations preventing directory retrieval.

Why did the WooCommerce Bookings and Appointments plugin demo site stop working or become inaccessible?

The demo site for the WooCommerce Bookings and Appointments plugin is created for a 2-hour period for each user. After this period, the demo site is automatically deleted in accordance with PluginHive's privacy policy. This automatic deletion is likely the reason you were not able to access the demo after some time.

Why is the deposit option from the Acowebs Deposits & Partial Payments for WooCommerce plugin not showing on Bookable product pages?

The deposit option from the Acowebs Deposits plugin is not appearing on Bookable product pages created with the PluginHive Bookings plugin. To troubleshoot this:

• Deactivate all plugins except the Bookings plugin and the Acowebs Deposits plugin.
• Check if the deposit option appears on the Bookable product page.

Will the custom addon plugin for discounts work as a standalone product or require integration with the existing Booking Plugin?

The custom solution will be delivered as an Addon Plugin. It is not a standalone product and must be used in conjunction with the PluginHive Booking Plugin. All features and discount rules will be applicable only to products managed by the Booking Plugin. User role or membership management must be performed separately within WordPress.