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?

Subscription Questions

  1. What Are Subscription Keys For?
  2. How Does Activation Work?
  3. Are Subscriptions Valid For A Lifetime?
  4. I Made A Purchase Before the Changes. How Long Is My Subscription Valid?
  5. Can I Upgrade My Subscription after Purchasing?
  6. How Do I Renew My Subscription?
  7. How Much Does It Cost To Renew My Subscription?
  8. What Do I Receive When Renewing My Subscription?
  9. What Happens When My Subscription Expires or Is Deactivated?
  10. How Do Keys Work with a Multisite Network?
  11. How Do I Deactivate My Key/Transfer To Another Site?
  12. Can I Transfer a Key to a Client, Coworker, Friend?
  13. My Product Is Free, Do I Need To Renew?
  14. What's the Difference between a Product License and a Subscription?
  15. What Happens to Licenses that were Purchased before the Switch to Subscriptions?

Auto-Renew Questions

  1. Are Auto-Renewals Enabled on My Purchases?
  2. How Do I Enable Auto-Renewals?
  3. What Payment Methods Can Be Stored?
  4. Can I Store More Than One Payment Method?
  5. How Do I Disable Auto-Renewals?
  6. How Do I Update or Remove my Card?
  7. Can I Enable Auto-Renewal on One Product but not Others?

Plugins and WooCommerce Extensions

  1. What is the Difference between a WordPress Plugin and a WooCommerce Extension?
  2. How Do Tiered Subscriptions 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 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 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 method 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 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 also have documentation you can use 24/7.

If you need additional assistance, you can go to the Help Desk to submit a ticket.

Product support via phone, live chat, Facebook or Twitter is unavailable at this time. Please read our 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 subscription or package. You’ll then be taken to our checkout page where you can log into your existing Woo account to use saved information or register a new account. The checkout process is below the register area.

I Haven't Received My Receipt Or Login Details?

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 contact us and we’ll check on your payment and account. 

I Can't Log Into My Account!

If you're having trouble logging into your account, please email and we'll sort it out.

I Can't Find My Products!

If you don't see your purchased products on the My Account page, send us an email. If you have another WooThemes account or bought a product on behalf of a client, be prepared to provide that information. 

How Do I Buy A Product With My Existing Account?

Ensure that you are logged into the correct account before going to the 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 payment via our Stripe account: Visa, MasterCard, JCB, Discover, Diner’s Club and American Express card. More information at Cards and Payment Types accepted by Stripe.

I Can't Check Out!

Sorry about that. Send us an email, and we'll be happy to assist.

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, see How to Upgrade.

Where Do I Download My Purchase(s)?

Once your order is complete, you should receive an email notification with a download link. 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 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 grants access to all themes in the catalog, including all child themes and PSD files.  

How Long Will I Receive Updates and Support?

You receive updates and support for as long as your Subscription is in effect. Please refer to our Subscriptions section

Does My Theme Package Ever Expire?

You will stop receiving product updates and support when your Subscription has expired. You can still use your theme; it will still work. Please refer to our Subscriptions 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.

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?

Yes, you can review theme demos or access each from its WooThemes product page. If you have questions on how our themes work, you can read 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're 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 key. After going through checkout, you can access the theme download on your Account Dashboard and access the key on the My Subscriptions tab. To learn more about how to set up the WooThemes Helper and activate your key, see our documentation at: WooThemes Helper

SUBSCRIPTION QUESTIONS

What Are Subscription Keys For?

All products from WooThemes.com have keys, and an active subscription allows you to access product updates and our support team. 

How Does Subscription Activation Work?

To activate a subscription, you need to enter your key on the site(s) for which you want access to updates and support. A key, or keys, is/are good on as many domains as you bought a subscription for. All themes come with unlimited domain usage. You have the option to activate/deactivate this key as many times as necessary.

Are Subscriptions Valid For A Lifetime?

No, each key is valid from the date of purchase and for as long as your subscription(s) is/are in effect.

I Made A Purchase Before The Changes. How Long Is My Subscription 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 annual subscription system. Go to the My Subscriptions 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 Subscriptions page.

Can I Upgrade My Subscription After Purchasing?

Yes! To upgrade your subscription, copy your existing subscription key from the My Subscriptions page, then go to the product purchase page to select the Upgrading option and enter the key. This charges you only the difference between your subscription price and the upgraded price.

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

How Do I Renew My Subscription?

If auto-renew is enabled, your subscription will renew on the due date and your card will be charged. An email notification and receipt are sent to confirm you paid for another year.

If auto-renew is disabled, you can manually renew a subscription by visiting My Subscriptions and selecting which products to renew.

In both cases, you are sent a renewal reminder email 60, 7 and 2 days prior to the subscription renewal date. You can also find a renewal information at My Subscriptions.

How Much Does It Cost To Renew My Subscription?

Subscriptions are billed annually. The cost to auto-renew is half of the subscription price. The cost to manually renew is half of the current subscription price. The cost to renew an expired subscription is full price.

Coupon codes or other promotional discounts do not apply to renewals.

What Do I Receive When Renewing My Subscription?

Renewing your subscription entitles you to support and updates to your product. This ensures compatibility with newer versions of WordPress and WooCommerce, as well as bug fixes and new features and enhancements to the product.

What Happens If My Subscription Expires or Is Deactivated?

If your subscription did not auto-renew, or it expired, 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 are having trouble with the product, go to the product page and check the changelog to see if an update may help address the issue. When a product is not working, updating should always be the first step when troubleshooting.

How Do 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 subscription key for each site where the plugin/extension is activated.

How Do I Deactivate My Key/Move To Another Site?

To deactivate your key and reactivate on another site, deactivate the key from WooThemes Account Dashboard – My Subscriptions. You can then activate on your new site to start receiving support and updates for that URL.

Can I Transfer a Key to My Client?

A single site subscription or key can be transferred. Open a new ticket and select My Account as the reason you’re contacting us. Let us know which products you’d like to transfer and where to, and our Accounts team will assist.

Multisite subscriptions are non-transferrable per key. We are unable to divide a multisite key among different accounts. You can request that all 5 or 25 subscriptions be transferred to a single account. Otherwise, he/she must purchase his/her own subscription on their own WooThemes.com account.

My Product Is Free, Do I Need To Renew?

No. Free products are automatically renewed to ensure your key continues to work and that you have access to support, updates and the downloadable product. If you only have free products, you do not need to store a payment method for renewals.

What’s the Difference between a Product License and a Subscription?

Licenses were purchased manually each year, while subscriptions are automatically renewed until you choose to cancel. Other than that, subscriptions work much the same as licenses. We made this language change to better reflect what we want to provide our customers. Rather than a one-time purchase, we wish to create an ongoing relationship with our customers, and felt that the term “subscription” better captured our intentions.

What Happens to Licenses that were Purchased before the Switch to Subscriptions?

Existing licenses are now active subscriptions, but we have not turned on auto-renew for these. To ensure your subscriptions stay active, please add a payment method and enable auto-renew on your existing subscriptions. To keep language consistent, license keys are now called “keys,” but all active products continue to work without needing to activate a new key.

AUTO-RENEWAL QUESTIONS

Are Auto-Renewals Enabled on My Purchases?

For purchases made after February 2016, auto-renew is enabled by default. For purchases made before February 2016, you have the option to enable auto-renew on a per-product basis. You can review renewal settings by visiting theMy Subscriptions page in your account.

How Do I Enable Auto-Renewals?

For purchases made prior to February 2016, automatic renewals can be enabled by visiting My Subscriptions. Follow the prompts on this page to add a stored payment method for automatic billing. Once your payment information has been added, you can toggle auto-renewal on from the right side of each product listing.

What Payment Methods Can Be Stored?

Visa, MasterCard, JCB, Discover, Diner's Club and American Express. More information at Cards and Payment Types accepted by Stripe.

Can I Store More Than One Payment Method?

You can only store one payment method per account. For developers building sites for clients, we recommend that the client owns his/her subscriptions on their account.

How Do I Disable Auto-Renewals?

To disable automatic renewals for a product, visit the My Subscriptionspage and toggle auto-renewal off from the right side of the listing.

How Do I Update or Remove my Card?

To update your credit card for your subscription go to your WooThemes My Account dashboard, there you will see the credit card listed which can be replaced or removed.

Can I Enable Auto-Renewal on One Product but not Others?

Yes, you can toggle this on and off per product, regardless of whether products were purchased as part of the same order.

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 and 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 don't believe in adding unnecessary features. This would cause extra product bloat and potentially slow down a site. This is why we build WooCommerce extensions separately. This allows you to customize your site to only include features you need to run your online shop.

How Do Tiered Subscriptions 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 key. There are single, 5-site or 25-site subscriptions for your plugin. Read more at Subscription FAQs.

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

When purchasing a WooThemes product, you are purchasing a subscription to receive updates and support. Subscriptions are billed annually. Please see Subscription Renewals 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 basic WordPress install, and this isn’t typically an issue with a decent host. We have optimized WooCommerce, and continue doing so to 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. The only fee you pay at WooThemes is your yearly subscription 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 make an exchange or 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 4.0 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 tutorials on Translating Themes or Translating WooCommerce Extensions.

What Browsers and Operating Systems Are Supported?

We test all our themes with the latest version of Internet Explorer, Firefox, Safari and Chrome. On operating systems, our themes are tested with the latest version you use and to work with a proper WordPress installation. We don't 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. Ideally you are running WooCommerce 2.5x to stay updated with the most secure version of WordPress, which is 4.4.

Can I Remove The WooThemes Footer Credit?

Yes! You can remove the credit link in the footer, which doesn't violate our Terms & Conditions. See 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 on 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 to save and preserve 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 and every combination 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 terms. 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?

Our themes aren't specifically developed 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, though you should now have better integration.

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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