Frequently Asked Questions

This article contains answers to the most common questions about WooThemes.

General Questions

  1. What Is WordPress?
  2. What Is A Theme?
  3. How Do I Install My WooTheme?
  4. How Do I Customize My WooTheme?
  5. Do Your Themes Work On WordPress.com?
  6. How Do I Get Support For My WordPress.com Theme?
  7. What Themes Does WooThemes Use?
  8. How Do You Provide Support?
  9. Do You Have A Phone Number?

Pre-Purchase/Account Questions

  1. How Do I Purchase A Product?
  2. I Haven't Received My Receipt Or Login Details?
  3. I Can't Login To My Account!
  4. I Can't Find My Products, Help?
  5. How Do I Buy A Product With My Existing Account?
  6. Which Payment Types Do You Accept?
  7. I Can't Checkout, Help!
  8. Is It Possible To Upgrade My Purchases?
  9. Where Do I Download My Purchase(s)?
  10. How Do I Cancel My Account?

Theme Package Questions

  1. What Is The Difference Between The Theme Packages?
  2. How Long Will I Receive Updates And Support?
  3. Do My Theme Packages Ever Expire?
  4. Does My Theme Purchase Include a PSD File?
  5. What's The Big Deal About The PSD File?
  6. Can I Test A Theme Before Purchasing?
  7. I Can't Find My Theme, Is It Retired?
  8. How Do I Access Your Free Themes?

Licensing Questions

  1. What Are Licenses For?
  2. How Does License Activation Work?
  3. Are The Licenses Valid For A Lifetime?
  4. I Made A Purchase Before The Licensing Changes. How Long Is My License Valid?
  5. Can I upgrade my license after purchasing?
  6. How Do I Renew My License?
  7. How Much Does It Cost To Renew My License?
  8. What Do I Receive When Renewing My License?
  9. What Happens When My License Expires Or Is Deactivated?
  10. How Do License Keys Work with a Multisite Network?
  11. How Do I Deactivate My License/Transfer To Another Site?
  12. Can I transfer a license to my client?
  13. My Product Is Free, Why Do I Need To Renew?

Plugins and WooCommerce Extensions

  1. What is the difference between a WordPress plugin and a 'WooCommerce Extension'?
  2. How Does Tiered Licensing Work for Plugins and WooCommerce Extensions?
  3. Is Buying A WooCommerce Extension A One Time Charge?
  4. How Many Products Can WooCommerce Handle?
  5. Does WooCommerce Charge Any Fees Per Transaction?
  6. Can I trial a plugin?

General WooThemes Questions

  1. Do Your Themes Work With The Latest Version WordPress?
  2. Can I Translate A Theme?
  3. What Browsers & Operating Systems Are Supported?
  4. What Versions of WooCommerce Are Supported?
  5. Can I Remove The WooThemes Footer Credit?
  6. How Often Are Themes Updated?
  7. How Do I Update My Theme?
  8. Do Your Themes Work With Plugins?
  9. Can I Use My Theme On Multiple Sites?
  10. Can I Use Your Themes For Client's Sites?
  11. Do Your Themes Work With WordPress Multisite (WPMS)?
  12. Can I Change The Logo?
  13. Do Your Themes Work With BuddyPress?
  14. Do You Have Dummy Content?

GENERAL QUESTIONS

What Is WordPress?

WordPress is a content management system (CMS). It's a simple, yet powerful script that helps you create, manage and share your content on the Web. Currently WordPress has two versions, WordPress.com (hosted) and WordPress.org (self-hosted). While we have themes for both versions, all themes on our site only work with the WordPress.org (self-hosted) software. You can find our themes for WordPress.org on our theme page.

What Is A Theme?

A theme, template or skin is a ready-to-use design and layout that you can place on your existing WordPress site. WordPress handles all of the content for you (posts, pages, comments), while the theme transforms that content into a beautiful and clean layout for visitors to see. Many themes come with customizable options. All of our themes run on the WooFramework that includes lots of goodies. Take a tour of our framework.

How Do I Install My WooTheme?

Once you have installed WordPress on your site, it's quite straightforward. Follow the methods outlined in our documentation.

How Do I Customize My WooTheme?

This is a question that depends on what you want to achieve with your theme. Powering all of our themes is our WooFramework, which makes it possible for us to include customizable options in each theme. This means you don't need to touch code to customize your theme. Things like the ability to upload your own custom logo and add a background to your theme, choose typography from Google's Web fonts, and other options come in each theme.

If you're looking for the theme with the most options, we highly recommend Canvas as this is our most customizable and flexible theme within the theme settings.

Outside of our theme settings, you need a basic understanding of HTML and CSS to tweak the layout and style of your theme. To dig deeper, PHP knowledge specific to WordPress will help as well. The WordPress Codex is a great place to start learning.

Finally, when you are ready to customize one of our themes, a child theme is the best approach. A child theme is a place to house customizations and modifications to its parent. Be amazed by what you can do with a child theme, a basic style.css, and a functions.php file. Here's our tutorial on child themes. There are many resources out there for creating child themes; it only takes a quick search!

Do Your Themes Work On WordPress.com?

The themes you get from WooThemes.com only work on self-hosted WordPress installations, the content management system that you can download from WordPress.org. We do, however, have a selection of premium themes available for separate purchase on WordPress.com. If you have a WordPress.com hosted website, the themes downloaded from our website do not work on your site. See this video for an explanation on the differences between WordPress.com and WordPress.org.

Do I Receive Support for the Theme I purchased on WordPress.com?

For themes purchased on WordPress.com, you need to log into WordPress.com and go to the premium themes support forum.

What Theme Does WooThemes Use?

Our website is using a custom theme, which we're sorry to say isn't for sale.

How Do You Provide Support?

The best way to get help with WooThemes products is to search for answers at our Help Desk. We have resources in the Knowledge Base and documentation.

If you need additional assistance, you can go here to submit a ticket.

We do not provide product support via e-mail, Facebook or Twitter, nor do we offer phone support or live chat. Please read our full Support Policy.

Do You Have A Phone Number?

We unfortunately don't, as mentioned above. If you have pre-sales questions, email us here!

PRE PURCHASE / ACCOUNT QUESTIONS

How do I purchase a product?

Browse to the product you want to purchase, and click on the Buy button and select your license or package. You'll then be taken to our checkout page where you can log into your existing account to use your saved information or register a new WooThemes account. The checkout process is below the register area.

I Haven't Received My Receipt Or Login Details?

Usually the e-mail is sent the moment your payment is approved, and that should be almost immediately. If you don't receive an email receipt or login information soon after, please pop us an email and we'll check on your payment and account.

I Can't Log Into My Account!

If you are having trouble logging into your account, please send us an email and we'll sort it out ASAP.

I Can't Find My Products!

If you don't see your purchased products in the My Account page, then send us an email as there is most likely an issue with your account.

How Do I Buy A Product With My Existing Account?

Be sure that you are logged into the correct account when you go to our checkout page. If you aren't logged in, or you're logged into the wrong account, you can log in or switch accounts on the checkout page.

Which Payment Types Do You Accept?

We currently accept payments via your PayPal account, Visa, MasterCard, Discover and American Express card.

I Can't Checkout!

Sorry about that. Send us an email, and we will get it sorted ASAP.

Is It Possible To Upgrade My Theme Purchases?

Yes, in your account dashboard you have a link to upgrade any purchase. If you click to upgrade, you are taken to the checkout page and asked to pay the difference between packages. To upgrade your plugin or extension, please see here.

Where Do I Download My Purchase(s)?

Once your order is complete, you should receive an email notification of this. There is a download link in the email itself, but you may also visit our site at any time to download your purchase(s). Go to your account page and click the downloads tab to find all available products. Viewing your downloads on our site is also a great way to see other info, such as the current version of your product, when that version was released, and the changelog for each update.

How Do I Cancel My Account?

You need to contact us to help delete your account.

THEME PACKAGE QUESTIONS

What Is The Difference Between Theme Packages?

The Standard Package includes the theme (ZIP file). The Developer Package includes the theme (ZIP file) and a PSD (Adobe Photoshop) file for the homepage layout. The All Themes Package gives access to all themes in the catalog, including all child themes and all PSD files.  

How Long Will I Receive Updates and Support?

You receive updates and support for one year. Please refer to our licensing section.

Does My Theme Package Ever Expire?

You will stop receiving updates and support after one year. You can still use your theme; it will still work. Please refer to our licensing section.

Does My Theme Purchase Include a PSD File?

Our Developer Package and All Themes Package include the PSD file. The Standard Package does not. You can upgrade your Standard Package to a Developer Package with one click on your products page.

What's The Big Deal About The PSD File?

The PSD files (original design in Photoshop format) come in handy when you want to make structural and design changes to a theme before jumping into code. This option is usually selected by design agencies and freelancers who need to mock up an initial site design (jpg, gif, png or psd format) to present to clients. They then don't need to get their hands dirty in PHP/HTML/CSS before having the exact design brief in hand. Lots of our themes depend not only on styling colors/typography in CSS, but also on background images. Using the PSD files allows for quick tweaks to these images. You can, of course, re-create images if you know your way around Photoshop, but for novices this should set you in the right direction.

Can I Test A Theme Before Purchasing?

You can review theme demos here or from each of the WooThemes product pages. If you have questions on how our themes work, you can access our Theme Documentation for more information. We also have a 30-day money back guarantee that allows you to try the theme. If you aren't satisfied with your purchase, we are happy to exchange your theme or issue a refund.

I Can't Find My Theme, Is It Retired?

You can find the full list of retired themes at Retired WooThemes

How Do I Access Your Free Themes?

To add a free theme to your account, you must select the free theme from our free themes section, then Free Download, then Add to Cart. Going through the checkout process is free and adds the theme download to your account, along with the license key. After going through checkout, you can access the theme download on your Account Dashboard and access the license key on the My Licenses tab. To learn more about how to set up the WooThemes Helper and activate your license key, see our documentation at: WooThemes Helper

LICENSING QUESTIONS

What Are Licenses For?

All products from WooThemes.com have licenses, and an active license allows you to access product updates and our support team. Each license is valid for one year of updates and support from purchase date. All themes come with unlimited domain usage

How Does License Activation Work?

To activate a license, you need to enter your license key on the site(s) for which you want access to updates and support. You have the option to activate/deactivate this license key as many times as necessary.

Are Licenses Valid For A Lifetime?

No, each license is valid one year from the date of your purchase. You can renew your license for another year starting 60 days before expiration at 50% off the current product price.

I Made A Purchase Before The Licensing Changes. How Long Is My License Valid?

If you purchased a product before August 1, 2013, which included lifetime support and updates, you can choose to grandfather your purchase under these terms or choose to support the new license system. You are required to renew the license after August 1, 2015 if you want continued access to support and updates. Go to the My Licenses tab in your account for more info. If you wish to grandfather purchases made before August 1, 2013, use the link included in the notice found at the top of the My License page.

Can I Upgrade My License After Purchasing?

Yes! To upgrade your license, copy your existing license key from the My Licenses page, then go to the product purchase page to select the Upgrading? option and enter your existing license key.

This only charges you the difference between your original license price and the upgraded price.

If your original purchase was grandfathered for lifetime support, you remain on these terms if upgrading your license.

How Do I Renew My License?

You will be sent a renewal reminder email 60 days prior to the license expiring, including a link to renew the license. You can also find a renewal link on My Licenses in your account.

How Much Does It Cost To Renew My License?

You can renew your license at a 50% discount off the current product price starting 60 days before your license expires. After the 60 days, you need to pay full price for license renewal. You are sent an email when it is time to renew.

What Do I Receive When Renewing My License?

Renewing your license adds another year of support and updates to your product. This ensures compatibility with newer versions of WordPress and WooCommerce (if applicable), as well as potential new features and enhancements to the product itself.

What Happens If My License Expires Or Is Deactivated?

If you chose to not renew your license, you can still use the product on your site for as long as you like but you can no longer access the file for download or receive support or updates for the product.

If you find you are having trouble with the product, go to the product page to check the changelog to see if an update may help address the issue. Whenever a product is not working as intended updating should always be the first step when troubleshooting. 

How Do License Keys Work with a Multisite Network?

On a WordPress Multisite, all plugins are stored in one location. When you update your plugin in the Network Admin, all sub-sites receive the update. To access support and updates, you need one license for each site where the plugin/extension is activated.

How Do I Deactivate My License/Transfer To Another Site?

To deactivate your license and reactivate it on another site, deactivate the license from your WooThemes Account Dashboard - My Licenses tab. You can then activate your license on your new site to start receiving support and updates for that URL.

Can I transfer a license to my client?

If you have purchased a single site license and would like to transfer this license to your client, open a new ticket selecting My Account to submit the request. Our Accounts team can help you from there.

Multisite licenses are non-transferrable per license key. You can request that all 5 or 25 licenses be transferred to a single account, but we can not split up a multisite license across multiple accounts. If you were using your multisite license on multiple client sites and they require their own license key, please request your client purchase this directly on their behalf using their WooThemes.com account.

My Product Is Free, Why Do I Need To Renew?

Even though your product is free, its license needs renewed. Renewal is 100% free for free products.

PLUGINS AND WOOCOMMERCE EXTENSIONS

What is the difference between a WordPress plugin and a 'WooCommerce Extension'?

An extension is a WordPress plugin that requires a base plugin to work in order to function. In this case, you must have the WooCommerce plugin installed to use WooCommerce extensions.

We practice a lean product development approach at WooThemes, which means we do not believe in adding unnecessary features that would not be useful to all customers. This would cause extra product bloat, which could potentially slow down a site and is the reason why we build WooCommerce extensions separately. This allows you to customize your site to only include the features you need to run your online shop.

How Does Tiered Licensing Work for Plugins and WooCommerce Extensions?

When buying a plugin or WooCommerce extension, you can choose how many WordPress installations for which you wish to receive support and updates. Each installation requires a license key. There are single, 5-site or 25-site licenses for your plugin. Read more at License FAQs.

Is Buying A Plugin or WooCommerce Extension A One-Time Charge?

When purchasing a WooThemes product, you are purchasing a license to receive updates and support good for one year. If you wish to continue receiving support and updates beyond this, you will need to renew your license. Please see the License Renewals section for more info.

How Many Products Can WooCommerce Handle?

Can WooCommerce handle thousands of products? Yes! This is dependent on both WooCommerce and your web host. WooCommerce by nature needs more memory than a bare bones WordPress install, and this isn't typically an issue with a decent host. We have heavily optimized WooCommerce already, and continue doing so as we make it better. WooCommerce can handle a big site with lots of orders, and our own site is proof of that.

Does WooCommerce Charge Any Fees Per Transaction?

No, none. The only fees you pay here at WooThemes is your yearly license fee. It's normally only the payment gateway you use that charges a fee per transaction, and fees vary by gateway. You can find rates on their sites to make the best choice for your shop.

Can I Trial a Plugin?

We do not offer a trial or test version of our plugins/extensions. This is why we offer a 30-day money back guarantee. If you find the product does not work the way you need, we can issue a refund.

GENERAL WOOTHEMES QUESTIONS

Do Your Themes Work With The Latest Version of WordPress?

Yes, it is our duty to keep themes updated and working with the latest version of WordPress. Currently, our themes are developed and fine tuned for WordPress 3.0 or higher, and any version prior to that may encounter problems with theme functionality.

Can I Translate A Theme?

All of our themes are localized using GNU gettext functionality. That means each of our themes includes a (.po) file with all of the English terms we used, enabling users to only edit one file to translate our themes to any language in the world. For more detail, read our tutorial on translating themes.

What Browsers and Operating Systems Are Supported?

We test all our themes with the latest version of Internet Explorer, Firefox, Safari and Chrome. Regarding operating systems, our themes are independent of the operating system you use and work with any proper WordPress installation. We do not support older versions of Internet Explorer. Please consider upgrading to the latest version for optimal performance and experience, or switch to a different browser. The Web will thank you!

What Versions of WooCommerce Are Supported?

We currently support all versions of WooCommerce 2.0 and above. WooCommerce 2.1 requires you use WordPress 3.8. Ideally you are running WooCommerce 2.3 or later to stay updated with the most secure version of WordPress, which is 4.2.

Can I Remove The WooThemes Footer Credit?

Yup! You can remove any credit link in the footer, which doesn't violate our Terms & Conditions. See the documentation at: Remove WooThemes Footer Credit.

How Often Are Themes Updated?

We update our themes any time we discover a bug or there is a new feature we feel should be added. View the changelog in your downloads page to check the latest version.

How Do I Update My Theme?

First, in every theme package we include a changelog.txt that includes all changes for each version. This changelog is also available via your downloads page and the documentation for each theme. It's worth reading to understand if the changes are valuable to you and your site. Of course we recommend staying updated. If you haven't made modifications to theme files, then you can overwrite your existing theme files. If you have made modifications to your theme, you need to study the changelog to see which files need updating. You can also compare your old modified file against the updated file with a good HTML Editor or use an online tool. We suggest using child themes for any future theme modifications. This saves you the headache of comparing files and worrying about overwriting customizations. Watch this video on best practices when customizing a theme.

Do Your Themes Work With Plugins?

Yes, most plugins should work with our themes. HOWEVER, we can't guarantee they all will. There are some plugins that conflict with code used in the themes and cause our themes to function improperly. There are thousands of plugins available, and it would be impossible to test every single one with our themes. If the plugin has been coded to WordPress standards, it'll work 99% of the time.

Can I Use My Theme On Multiple Sites?

Yes, you can use our themes on an unlimited number of domains.

Can I Use Your Themes For Clients' Sites?

You're welcome to use our themes this way without violating our license. We do need to point out that your personal WooThemes membership isn't transferrable to your customers - that means we are unable to support your customers for you. Your team needs to act as the Help Desk for your customers, or they need to purchase an additional theme from us to access WooThemes support. If you have questions about licensing, you can check the GNU site that explains how our GPL v2 license works and in-depth conditions related to redistributing our themes: http://www.gnu.org/licenses/gpl-2.0.html

Do Your Themes Work With WordPress Multisite (WPMS)?

Yes, our themes work with WPMS! Take a look at our demo sites - they run on WPMS. :)

Can I Change The Logo?

Yes, we highly encourage it! The logo is a PNG file used only as an example. You can upload your own image logo in our options panel, or instead set a text title.

Do Your Themes Work With BuddyPress?

We've not specifically developed our themes to include BuddyPress integration. But with the release of BuddyPress 1.7, they've made BuddyPress work better with all themes. We've not tested our themes with BuddyPress 1.7, though you should now have better integration with BuddyPress.

Do You Have Dummy Content?

Yes, we have a page containing each theme's demo content ready for you to download, set up, and test with your theme. Go to our Theme Demo Content page now!

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