In this article, we provide you step-by-step instructions on how to resolve if you encounter one of the issues described below:
- I have “Our server cannot access your shop domain” error.
- I can’t install the plugin in the shop.
- The reviews and/or settings don’t update correctly.
- Do I need different configurations for different plugins: Cloudflare, Siteground, WP-Rocket, Perfmatters and other integrations with optimizers?
- I am using the cache plugin "swift performance" but when I try to cache the product page, the star symbols of the reviews are not shown correctly.
To be able to install the plugins, your shop needs a working domain (no localhost) that is accessible from the Internet and not protected by passwords. Currently, we don’t support installing the application in a sub-directory, only the root domain is supported.
Besides, there’s a number of issues that can arise when our plugin doesn’t have full access to your shop through our webhooks, but that can be also summarized in the plugin not being able to install, or the reviews or settings not updating correctly. Please check the next points if this issue is happening to your shop:
1. Please make sure your shop is correctly set up in the 2 fields "WordPress Address (URL)" and "Site Address (URL)" in the General Settings:
2. Contact your web host to make sure that our access is totally granted, or whitelisted, for the following JSON-URLs:
The asterisk is meant to include all URLs with the same root. If you can’t use the asterisk, please whitelist all of our URLs as listed below:
3. Make sure that you enabled pretty permalinks (wordpress.org/support/article/using-permalinks/)
4. If you recently changed your protocol from HTTP to HTTPs, let us know at email@example.com so we can update our servers (action Update Shop Protocol).
5. Next, for specific plugins, we have different solutions:
- If you are using the host Siteground (siteground.com), please contact Siteground's support team to disable their anti-bot AI. Sometimes this bot produces false positives on server requests and blocks them.
- If you’re using Cloudflare (cloudflare.com), try to whitelist our access either using Page Rules or whitelisting our JSON-URLs in the firewall settings (WAF).
- If you’re using Perfmatters (perfmatters.io) or similar optimizers, please set up the Disable Rest API option as Default (Enabled).
- If you’re using A3-Lazy-Load (wordpress.org/plugins/a3-lazy-load) or similar image optimizers, and Judge.me images are not loading, please disable the lazy load options in the plugin settings.
- If you are using Swift Performance and your reviews are not displayed properly, there may be an issue in the way Swift Performance caches our fonts. You are recommended to pass this information to Swift Performance support and ask for their assistance.
Please be aware that the above solutions comprise only a number of cases since our plugin won’t integrate correctly with other image, style or script optimizers. If you find similar problems, try to find similar solutions in the settings of your plugins.
Please also feel free to contact our support at firstname.lastname@example.org so they can test the webhooks and give you more information about the issues if any (action Simulate Pushing Webhooks to Shop Server).
For issues relating to reviews, make sure that you also follow the instructions in point 3 of these FAQs, regarding the cache and the supported emoticons.