Independent store emergency support
Emergency support for stores using WooCommerce®
We help when a store has been compromised or is largely unusable because of a serious WordPress, checkout, or payment failure. The first task is to distinguish an operational fault from a security incident. Ongoing store management, initial setup, and catalogue work are outside this service.
When we help
A security incident or a business-critical store outage
A broken checkout is not automatically evidence of a compromise. Conversely, tampered payment code can resemble an ordinary fault. We assess both possibilities separately before making changes.
Store hacked or tampered with
- malware, unfamiliar redirects, or a hosting suspension
- tampered checkout, payment, or tracking code
- unknown administrators, application passwords, or active sessions
- suspicious changes to orders, accounts, or store settings
- indicators of possible access to customer, order, or payment data
- files, plugins, or scheduled tasks that return after removal
Store operationally unavailable
- a blank screen, critical error, HTTP 500, or database outage
- the cart or checkout is unavailable to all or many customers
- payments fail because of a technical fault on the website
- plugin, theme, WordPress, PHP, or update conflicts take the store offline
- failed background actions block orders or subscriptions
- serious cache, REST, permission, or server failures
Diagnosis
What helps establish the cause
Useful evidence includes when the failure began, recent changes, the affected store functions, and repeatable errors. After secure access handover, the review may also cover system status, error and payment logs, order notes, scheduled actions, and relevant WordPress traces.
Do not run uncontrolled live payment tests
Pricing and approval
When the €699 fixed fee applies
Confirmed security incident
If the case concerns one WordPress installation and one clearly defined security incident, the cleanup may qualify for the €699 fixed fee including VAT after review.
Review the fixed-fee scope →Operational store fault
Work on checkout, bespoke extensions, integrations, or business data receives a separate quote. We start only after the scope and price are recorded in writing and you have approved them.
The guarantee has a defined scope
What shop emergency support does not cover
- new-store setup, catalogue work, or visual redesign
- ongoing maintenance, search optimisation, or conversion optimisation
- tax, legal, data-protection, or accounting advice
- chargebacks, individual card declines, or payment-provider disputes
- reconstruction of lost orders, customer records, or business data
- extensive development or repair of bespoke extensions
- long-term setup of shipping, tax, ERP, or marketing integrations
- outages in external services that have to be resolved outside WordPress
Technical sources
Frequently asked questions about shop emergency support
When is shop emergency support the right service?
When a store using WooCommerce has been compromised or is so severely disrupted that login, cart, checkout, payment, or order processing is largely unavailable. It is not a service for store setup, catalogue work, or ongoing optimisation.
Does the €699 fixed fee always apply to a store?
No. A confirmed security incident within one WordPress installation may qualify after the initial assessment. Operational store repairs, bespoke extensions, data recovery, and failures in external providers require a separate quote.
How quickly will the store be available again?
That depends on the cause, access, and affected integrations. We review your request within four hours during service hours and provide a realistic timeframe before you commission the work; we do not promise a fixed recovery time.
Do you need credentials during first contact?
No. Initially send only the store address, when the failure began, and a short description. If technical access is needed, we then confirm a secure handover method.
Does the six-month cleanup guarantee cover store faults?
The guarantee applies only to qualifying security cleanups under the guarantee terms. Ordinary technical faults, payment providers, external services, and separately repaired integrations are not included.
Store compromised or unavailable? We will help classify the case.