Connector won't pair
- Get a fresh pairing code — codes are single-use and tied to the specific site record.
- Confirm the hub URL you pasted into wp-admin matches exactly, scheme included, with no trailing slash.
- Confirm the site can make outbound HTTPS requests, and that nothing (a firewall, a security plugin, an aggressive WAF rule) is blocking WordPress's own REST API.
Updates fail
- Check the row's own error text next to Retry — most failures are host-side (an execution-time limit, a conflicting plugin update).
- Retry re-runs just that item; a restore point was already taken before the batch started, so a failed update never leaves the site worse off than before you clicked.
- If the row seems stuck on "Updating…", give it a little longer before assuming it's wrong — it only clears once the batch itself reaches a final state.
Uptime false positives
- A confirmed alert already survived a re-check after a delay — a genuinely flaky network between the probe region and a site can occasionally still trip this; the incident timeline shows which region reported each check.
- A very short blip is recorded as an incident but never emailed — if you got an email, the outage cleared the minimum-duration and confirm-delay bars.
- Certificate/SSL checks only warn from a probe reading no more than 72 hours old — a stale reading is treated as "don't know" rather than guessed at.
Emails not arriving
- Confirm the relevant alert kind is switched on for you, or routed externally — see Notifications and Notification routes.
- Locally, ticket/estimate/diagnosis notification emails are queued — they need a running
php artisan queue:workto actually send; production already runs one. - Check spam for a first-time sender, especially portal magic links and invitations.
Attachment too large
| Setting | Default |
|---|---|
| Images | Up to 10 MB each |
| Videos | Up to 100 MB each |
| Other files (PDF, text, CSV, zip) | Up to 25 MB each |
| Files per request | 5 |
An oversized attachment is rejected with a clear validation message before upload even starts, both in the portal's new-request form and the Help Desk composer — pick a smaller file, or split a video, rather than retrying the same one.
Related pages
If your problem isn't here, see FAQ, or reach WPClientHub itself from the Help panel — "Contact support" in the app or Help Desk.