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. Are The Licenses Valid For A Lifetime?
  3. How Do I Renew My License?
  4. What Happens When My License Expires Or Is Deactivated?
  5. How Much Does It Cost To Renew My License?
  6. What Do I Receive When Renewing My License?
  7. I Made A Purchase Before The Licensing Changes. How Long Is My License Valid?
  8. How Does License Activation Work?
  9. My Product Is Free, Why Do I Need To Renew?

Plugins and WooCommerce Extensions

  1. How Does Tiered Licensing Work for Plugins and WooCommerce Extensions?
  2. How Do License Keys Work with a Multisite Network?
  3. How Do I Deactivate My License/Transfer To Another Site?
  4. Is Buying A WooCommerce Extension A One Time Charge?
  5. Can I upgrade my license after purchasing?
  6. How Many Products Can WooCommerce Handle?
  7. Does WooCommerce Charge Any Fees Per Transaction?
  8. Can I trial a plugin?

General WooTheme 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 immensely powerful script that helps you create, manage, and share your content easily on the web. Currently WordPress has two versions, WordPress.com (hosted) and WordPress.org (self-hosted). While we do have themes for both versions, all the themes on our site will 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, skin, etc... is a ready to use design and layout that you can pop right onto 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 your visitors to see. Many themes come with quite a bit of customizable options, all of our themes run on the WooFramework which builds in 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 really quite simple. First follow the methods outlined in the documentation.

How Do I Customize My WooTheme?

This is a question that depends on what you're after exactly with your theme. Powering all of our themes is our WooFramework, this makes it possible for us to include a lot of customizable options in each theme. Meaning you don't necessarily have to touch code to customize your theme. Things like the ability to upload your own custom logo and or background to your theme, choose the typography from Google's webfonts, and many other options included in each theme.

If you're looking for the theme with the most options, we'd highly recommend checking out Canvas as this is by far our most customizable theme within the theme settings.

Outside of our theme settings, you are going to need a basic understanding of HTML & CSS to start customizing the layout and style of your theme. To dig deeper PHP knowledge, specifically 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 to take. A child theme will be a place to house your customizations and modifications to it's parent. You'll be amazed at 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 as well, it only takes a quick search!

Do Your Themes Work On WordPress.com?

The themes you'll get from WooThemes.com website only work on self-hosted WordPress installations, the content management system which you can download from WordPress.org. We do however have a selection of our premium themes available for separate purchase on WordPress.com. If you have a WordPress.com hosted website, the themes from downloaded from our website will not work on your site. See this video for a good 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 login on WordPress.com and go to the premium themes support forum.

What Themes Does WooThemes Use?

Our website is using a custom theme, that unfortunately isn't for sale.

How do you provide support

The best way to get help with WooThemes products is to search for answers in our Help Desk. We have many resources in the Knowledge Base as well as a strong Community of customers eager to help each other out.

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?

Simply 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 login to your existing account to use your saved information or register a new WooThemes account. The checkout process is just 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 your login information soon after, please pop us an email and we'll check in on your payment and account.

I Can't Login To 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, Help?

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

How Do I Buy A Product With My Existing Account?

Just be sure that you are logged in on the correct account when you go to our checkout page. If you aren't logged in or on the wrong account you can login or switch accounts on the checkout page.

Which Payment Types Do You Accept?

We currently accept payments via your PayPal account, Visa, MasterCard, Discover, & AMEX cards.

I Can't Checkout, Help!

So sorry about that. Feel free to pop 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'll be taken to the checkout page and you will simply pay the difference of the packages. For upgrading your plugin or extensions, please see here.

Where do I download my purchase(s)?

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

How do I cancel my account?

You will need to contact us to help delete your account.

THEME PACKAGE QUESTIONS

What is the difference between the theme packages?

The Standard Package includes just 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 the PSD files.  

How long will I receive updates and support?

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

Does My Theme Package Ever Expire?

Your theme package purchase will not expire, but you will stop receiving updates and support after one year. You will still be able to use your theme. Please refer to our licensing section

Does My Theme Purchase Include a PSD File?

Our Developer Package and All Themes Package does include the PSD file, but not the Standard Package. You can easily upgrade your standard package to a developer package with one click of a button on your products page.

What's The Big Deal About The PSD File?

The PSD files (The original design in Photoshop format) come in handy when you are wanting to make quite a few structural and design changes to a theme before jumping into code. It is usually the option 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 code before they actually have to and have the exact design brief in hand. Lots of our themes depend not only on styling colours/typography in the css, but also on background images. Using the PSD files allows for quick and easy tweaks to these background images. You can of course re-create these images if you know your way around Photoshop, but for the novices this should push you in the right direction.

Can I Test A Theme Before Purchasing?

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

I can't find my theme, is it retired?

You can find the full list of all retired themes here: 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 select Free Download, then Add to Cart. Going through the checkout process is free and will add the theme download to your account along with the license key. After going through the checkout process you can access your theme download on your Account Dashboard and access your license key on the My Licenses tab. To learn more about how to setup the WooThemes Helper and activate your license key, please see our documentation here: WooThemes Helper

LICENSING QUESTIONS

What Are Licenses For?

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

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 your license expires at 50% off the current product price.

How Do I Renew My License?

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

What Happens If My License Expires Or Is Deactivated?

The product will continue to work after your license expires or your deactivate a license. You are free to continue using the product for as long as you like, but you will not receive support and updates for the product any longer.

How Much Does It Cost To Renew My License?

You’ll be able to renew your license at a 50% off discounted rate of the current product price starting 60 days before your license expires. After the 60 days are over you would need to pay the full price for a license renewal. You will be sent an email when it is time to renew the license.

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, as well as potential new features and enhancements to the product itself.

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

If you purchased a product before 1st August 2013, which included lifetime support and updates, you can choose to grandfather your purchase into these terms or choose to support the new license system. You will be required to renew the license after Aug 1st, 2015 if you want continued access to support and updates. Go to My Licenses tab in your account for more info. If you would like to grandfather your purchases made before August 1st 2013 you can do so with the notice found at the top of the My License page.

How Does License Activation Work?

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

My Product Is Free, Why Do I Need To Renew

Even though your product was free, it's license still needs renewed. The renewal is 100% free to do on free products.

GENERAL WOOTHEME QUESTIONS

Do Your Themes Work With The Latest Version WordPress?

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

Can I Translate A Theme?

All of our themes are localized using GNU's gettext functionality. This means that each of our themes includes one file (.po) which contains all of the English terms we have used, which thus allows our users to only edit one file in able to translate our themes to any language in the world. For more detail read our tutorial on translating themes.

What Browsers & Operating Systems Are Supported?

We test all our themes on the latest versions of Internet Explorer, Firefox, Safari and Chrome. Regarding operating systems, our themes are independent of the operating system you use and will work as long as WordPress is installed correctly. We do not support old versions of Internet Explorer. If you use an older version of Internet Explorer, please consider upgrading to the latest to have the best experience with our themes and the web in general. 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 2.1 or later to stay up to date with the most secure version of WordPress.

Can I Remove The WooThemes Footer Credit

Yup! You can remove any credit link in the footer and it doesn't violate any Terms & Conditions from us. See how via the documentation here. 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 that we feel should be added. View our changelog in your downloads page to check the latest version.

How Do I Update My Theme?

First note, in every theme package we include a changelog.txt which includes all the changes for each version. This changelog is also available in your downloads page and under each theme documentation. It's worth reading to see if the changes made are worth an update for you and your site. Of course we always recommend to stay as updated as possible. If you haven't made any modifications to your theme files, then you can simply overwrite your existing theme files. If you have made modifications to your theme, you will need to study the changelog to see which files need updating. You can also compare your old modified file against the updated file with any good HTML Editor or use an online tool. We'd suggest using child themes in any future theme modifications. This will save you the headache of comparing files and worrying about overwriting your modifications. 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, which will make our themes not function properly. There are thousands of plugins available and we can't test every one with our themes unfortunately. 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 unlimited number of domains.

Can I Use Your Themes For Client's Sites?

You're welcome to use our themes in this way without violating our license. We do need to point out that your personal WooThemes membership isn't transferrable to your own customers - that means we aren't able to support your customers for you directly. Your team will need to act as support for your customers, or they'd need to purchase an additional theme from us to access our support offerings. If you have any more questions about licensing, you may want to check out the GNU site that explains how our GPL v2 license works. It explains a bit more 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! Just look at our demo sites, those run on WPMS. :)

Can I Change The Logo?

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

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 much better with all themes. Again, we've not tested our themes with BuddyPress 1.7 but you should have much better integration with BuddyPress now.

Do You Have Dummy Content?

Yes, we have a page full of each themes demo content ready for you to download, setup, and test your theme with. Head to our Theme Demo Content page now!

PLUGINS AND WOOCOMMERCE EXTENSIONS

How does tiered licensing work for plugins and WooCommerce Extensions?

When buying a plugin or WooCommerce extension, you have to choose how many WordPress installations you wish to receive support and updates for the product. Each installation will require a license key. You have a choice of single, 5-site or 25-site upon purchase of your plugin.

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 will receive the update. In order to access support and updates, you'll need one license for each site where the plugin/extension is activated.

How do I transfer my plugin license to another site?

To deactivate your license and reactivate it on another site, simply de-activate 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.

Is Buying A Plugin Or WooCommerce Extension A One Time Charge?

Yes, you only need to purchase the product once, and with your purchase you will receive updates and support for 1 year. If you wish continued support and updates beyond this, you will need to renew your license. Please see the Licensing section for more info.

Can I upgrade my license after purchasing?

Yes! To upgrade your license, please 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.

From here this will only charge you the difference from your original license purchase to the upgraded price.

If your original purchase was grandfathered for lifetime support, you will keep these terms if you upgrade your license.

How Many Products Can WooCommerce Handle?

Can WooCommerce Handle Thousands of Products? Yes, of course! This really is dependent on both WooCommerce and your web host. WooCommerce by it's nature needs a little more memory than a bare bones WordPress install, this isn't usually an issue on any decent host though. We have heavily optimized WooCommerce already, and continue to do so as we make it better and better. WooCommerce can handle a big site with lots of orders, and we prove so using it on our own site.

Does WooCommerce Charge Any Fees Per Transaction?

Nope, none. The only fees you pay us here at WooThemes would be your yearly license fee. It's normally only the payment gateway that you use that charges a fee per transaction. Those vary from each gateway, you can find their rates on their sites to make the best choice for your shop.

Can I trial a plugin?

We do not offer a trial for our plugins/extensions which is why we offer the 30 day money back guarantee. If you find the product does not work the way you need we can easily refund your purchase.

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