Troubleshooting

The wallet is not offered at checkout

The gateway offers itself only when it can be used. Check, in order: the gateway is enabled under Payments; the customer is logged in; the customer’s balance is above zero; the wallet is not locked; and the order is not a top-up (wallets can never pay for their own funding). For partial payment specifically, the partial payments switch must be on in the gateway settings.

A customer says a refund never reached their wallet

Open the order. The Elite Balance panel shows exactly how much wallet money the order took and how much has been returned. If a refund record exists but the wallet portion was never returned, the panel offers the one-click recovery that credits the outstanding amount, anchored to the existing refund. This situation usually follows a status change to Refunded, which by design never moves money on its own.

Emails are not arriving

Check the email is enabled on its screen under WooCommerce → Settings → Emails, then check the operation itself: manual and bulk adjustments have a per-operation Notify the customer checkbox (bulk defaults to unchecked). Remember that order payments and migration imports never send wallet emails by design. If all of that is right, the problem is almost always site mail delivery, not the plugin: test with a mail logging plugin.

”This form was already submitted”

That notice means the ledger recognized a repeated operation (double click, refresh, retried request) and refused to apply it twice. The balance changed exactly once. It is a feature; nothing needs fixing.

Where is the migration report?

On the Tools tab, always. Migration lives under WooCommerce → Elite Balance → Tools, and the latest report stays readable there with its full stats after every run. The Overview additionally shows a prompt card while importable data is waiting, a progress card while a run is going, and a summary card once it finishes.

The live audience count shows “10,000+”

The count preview stops scanning at 10,000 to stay fast on large stores. It is display-only: the operation itself processes everyone who matches, and the exact total appears in the operation history once it runs.

A balance looks wrong

Balances are provable. Open the customer’s transactions (Wallets list → View transactions): every movement with the balance after it. For a store-wide arithmetic check, run wp rb-elbal reconcile, which verifies every wallet equals the sum of its own history and reports any mismatch precisely. If reconcile is clean, the balance is right and the question becomes which movement was unexpected; the ledger will show who, when, and why.

Something else

Write to us through the contact page. A human who works on the plugin answers, and if these docs missed something, we fix the docs too. The Support tab under WooCommerce → Elite Balance has the same links plus a click-to-copy site info block (plugin, WooCommerce, WordPress, and PHP versions); include it in your message and you have answered our first questions before we ask them.