Help & support centre

Welcome to the Woo-Telegram-Shop help centre. We are here to assist you! Before contacting us, please check our Frequently Asked Questions and troubleshooting guide. Most answers can be found there.

Frequently asked questions (FAQ)

Pre-sales questions

What are the requirements for using the plugin?

For the plugin to work, you need:

  1. A WordPress site with WooCommerce enabled.
  2. A Telegram Bot Token, which you can obtain for free from @BotFather.
  3. WooCommerce API keys (Read/Write) to allow the bot to read your products and create orders.

We recommend PHP 7.4 or higher for optimal performance.

Is the plugin compatible with multilingual websites (WPML, Polylang)?

Yes, the plugin has been designed to be multilingual. It automatically detects your languages installed via WPML or Polylang.

A ‘Change language’ button appears in the bot, allowing your customers to choose their preferred language. You can even upload your own translation files (.mo) directly from the administration panel for complete customisation.

Which payment gateways are compatible?

Our plugin offers three flexible payment methods to maximise your conversions:

  1. Payment on the Website (All gateways): The customer is redirected to the secure payment page of your WooCommerce website (Stripe, PayPal, etc.) to complete the purchase.
  2. Native Telegram Payment: For an ultra-fast experience, you can enable direct payments in Telegram. The customer pays with their registered card without leaving the chat (requires a compatible Telegram ‘payment token’).
  3. Custom Payment: Ideal for payment links or other offline payments. The plugin sends the customer instructions by email (which you write) and confirms the order in the bot.
Is the system secure?

Absolutely. We never process or store payment information.

  • For on-site payment, the transaction is handled entirely by your secure WooCommerce payment page (HTTPS).
  • For native Telegram payments, the transaction is handled entirely by Telegram and your payment provider (e.g. Stripe).

Communication with your shop uses WooCommerce's official REST API keys, and communication with your bot is encrypted via the Telegram API.

What does my licence include?

Your licence gives you access to 1 year of feature updates and 1 year of priority support.

After 12 months, the plugin will continue to work perfectly, and you will retain ownership of it. If you wish to continue receiving new features and priority support, you can renew your licence at a preferential rate.

Usage and features

Are variable products (with sizes, colours, etc.) managed?

Yes, absolutely. Products with multiple attributes are natively supported by the plugin. The bot will guide the customer through selecting each option (size, colour, etc.) before they can add the product to their basket, ensuring a smooth and error-free experience.

How does integrated customer support work?

When a customer uses the ‘Contact Us’ button on the bot, their message is instantly transferred to the ‘Support Chat ID’ that you have configured. To reply, simply ‘Reply’ to their message directly in your Telegram conversation. The bot will forward your reply to the customer anonymously.

Can I customise messages and buttons?

Yes. The ‘Visual Settings’ and ‘Text Settings’ tabs on the plugin's configuration page allow you to change the text on each button, modify the welcome message, and adapt the bot's appearance to your brand image.

Have you followed the installation guide but something isn’t working? Here are the most common problems and their solutions.

Troubleshooting guide

Problem No. 1: My bot is not responding or displaying buttons.

This is the most common problem and is almost always related to a configuration error. Please check the following points in order:

  1. Plugin Enabled: In the plugin settings (WooCommerce Telegram → General Settings), is the ‘Enable bot’ box checked?
  2. Telegram Token: Have you copied and pasted the entire Telegram API Token, without any spaces before or after? Go back and check the message from @BotFather to verify.
  3. WooCommerce keys: Are you sure you set the Permissions to ‘Read/Write’ when generating your WooCommerce API keys (Step 2 of the guide)? This is the most common cause of errors. If you are unsure, generate a new pair of keys and update the plugin.
  4. Saving: Did you click ‘Save changes’ after filling in the fields?
  5. Plugin conflict: Try temporarily deactivating other plugins (except WooCommerce) to see if the problem persists. If the bot starts working, reactivate your plugins one by one to find the culprit.

Problem No. 2: Products are displayed but without images.

  1. Product image: Ensure that your products have a ‘Product image’ (featured image).
  2. Write permissions: The plugin attempts to cache images for faster loading. Ensure that your wp-content/uploads/ folder is writable (CHMOD 755 permission), as the plugin creates a wts-image-cache folder there.

Problem No. 3: Native payment ‘Pay with Telegram’ fails.

This is a common issue. The customer clicks on ‘Pay with Telegram’ but nothing happens or an error is displayed.

Solution: Have you filled in the ‘Telegram Payment Provider Token’ field in the Woo Telegram > General > API Keys tab?

  • This token is different from your ‘Bot Token’.
  • You must obtain it from @BotFather after connecting a payment provider (such as Stripe) to your bot. If this field is empty, native payment cannot work.

Problem No. 4: Customer support is not working (I am not receiving messages).

A customer uses the ‘Contact us’ button, but you do not receive anything on your Telegram.

Solution: Check your ‘Support Chat ID’ in Woo Telegram > General > Settings.

  1. Did you start a conversation with your own bot (by sending it /start) before configuring the plugin?
  2. Did you retrieve your personal numeric ID (you can get it by talking to @userinfobot)?
  3. Make sure it is not a username (@myname), group ID, or channel ID. The bot needs your personal chat ID to forward messages to you.

Problem No. 5: The bot remains stuck on ‘Calculating shipping costs...’

The customer is logged in, their address is correct, but the bot never displays the delivery methods. Solution: This issue is almost always related to the plugin’s custom REST API. Our plugin uses a secure API endpoint (/wp-json/wts/v1/calculate-totals/) to calculate the basket, coupons and shipping costs in real time.
  1. Check that a security plugin (iThemes, Wordfence, etc.) or firewall is not blocking requests to the WordPress REST API.
  2. Try re-saving your Permalinks (go to Settings > Permalinks and click ‘Save Changes’ without changing anything).

Problem No. 6: I have enabled the ‘Markers’ or ‘Labels’ buttons, but they do not appear.

You have checked the boxes in the settings, but the buttons do not appear in the bot’s main menu.

Solution: This is normal! The plugin is intelligent. To avoid frustrating your customers, it first checks whether you have tags (or brands) that are actually used on at least one product.

If you do not have any products with a label, the ‘Our labels’ button will be hidden, even if it is enabled. Make sure you have assigned taxonomy terms to your products.

Need personalised assistance?

If you have consulted our FAQ and followed the troubleshooting guide without success, we are here to help. To get a quick and effective response, please provide us with the following information when you contact us:

  1. Your order number or the licence key for your purchase.
  2. Your website address.
  3. A detailed description of the problem you are experiencing.
  4. The exact steps to reproduce the problem.
  5. A screenshot of your plugin settings page (masking your API keys if you wish) and the error message or unexpected behaviour on Telegram.