Troubleshooting

Common Problems and Solutions

Data is Not Being Sent to Heureka

Possible causes:

1. Invalid API key

   • Check that the API key is correctly entered (32 characters)
   • Verify that the key matches the selected country (CZ/SK)

2. Opt-out is active without checkbox

   • Enable “Enable Opt-Out” in settings
   • Without active opt-out/opt-in, data is not sent

3. Customer refused the survey

   • In opt-out mode: customer checked the checkbox
   • In opt-in mode: customer did not check the checkbox
   • Check the _wpify_woo_heureka_optout_agreement meta in the order

4. Filter is blocking sending

   • Check if you are using the wpify_woo_heureka_disable_send filter

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Widget is Not Displaying

Possible causes:

1. Widget is not active

   • Enable “Enable Certification Widget” in settings

2. Widget code is missing

   • Enter the widget code from the Heureka administration

3. Mobile device

   • The widget is not displayed on mobile devices (Heureka behavior)

4. Filter is hiding the widget

   • Check the wpify_woo_heureka_render_widget filter

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Opt-out Checkbox is Not Displaying

Possible causes:

1. Opt-out is not active

   • Enable “Enable Opt-Out” in settings

2. Checkbox text is missing

   • Fill in the “Enable Opt-Out Text” field

3. Filter is hiding the checkbox

   • Check the wpify_woo_heureka_add_optout filter

4. Cache

   • Clear the cache and try again

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Reviews Are Not Importing

Possible causes:

1. Import is not active

   • Enable “Enable shop reviews” in settings

2. Incorrect feed URL

   • Verify that the feed URL is correct and accessible
   • Try opening the URL in a browser

3. Missing identifiers

   • Fill in Shop certificate ID, Shop ID, and Shop name

4. Action Scheduler

   • Check if Action Scheduler is running correctly
   • Go to Tools → Scheduled Actions

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Timeout When Sending

Cause: Synchronous sending can cause timeout with slow connections.

Solution: Enable “Send asynchronously” in settings. Data will be sent in the background using Action Scheduler.

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Wrong Country in Survey

Cause: Mismatch between the set country and API key.

Solution:

1. Check the “Country” setting (CZ/SK)
2. Verify that the API key matches the selected country
3. For CZ, use the key from heureka.cz
4. For SK, use the key from heureka.sk

Checking Logs

Module logs can be found in:

wp-content/uploads/wpify-woo-logs/heureka-overeno-*.log

Logs contain information about:

• Successful submissions
• API errors
• Customer opt-out choices

Contact Support

If the problem persists, contact support at support@wpify.io.

Please prepare:

• WordPress and WooCommerce versions
• WPify Woo plugin version
• Log contents (if available)
• Screenshot of the problem