Release preview: seller details and the support mailbox are being confirmed. Pro purchases are not open yet.

Support

Get help

Support is not open yet. The mailbox and service arrangements must be verified before Pro goes on sale. For now, use the first-quote checklist and setup guide. Response times and any AI-assisted support arrangements will be confirmed before launch.

Before you email

Most problems are one of five things, and the troubleshooting section of the docs walks through them in two minutes: the API key, the origin postcode, product weights, the cache, and the shipping zone.

What to include

• Your order number (Pro) or "Lite".
• Your WordPress and WooCommerce versions (WooCommerce › Status shows both).
• A screenshot of the Ratehaul settings page with the API key and licence key blanked out.
• What you expected, what happened instead, and the postcode and cart weight you tested with.
• If the fallback rate showed instead of live rates: the last few lines of the ratehaul log under WooCommerce › Status › Logs.

Please do not send your Australia Post API key, licence key, or any customer's details. If you already have, let us know and rotate the key.

What we support

Installation, configuration, and the plugin behaving as described in the docs on a supported WordPress and WooCommerce version. We will try to help with theme and plugin conflicts but we cannot fix other people's code. Pro support runs for 12 months from purchase; Lite support is best effort.

Refunds

If Pro does not work on your site, you tell us within 14 days of purchase and we cannot get it working, we refund you. See the refund policy.