Frequently Asked Questions

This page contains answers to commonly asked questions about Woo and WooCommerce.

General Questions

  1. What Is WordPress?
  2. What Is A Theme?
  3. How Do I Install My Woo Theme?
  4. How Do I Customize My Woo Theme?
  5. Do Your Themes Work On WordPress.com?
  6. How Do I Get Support For My WordPress.com Theme?
  7. What Themes Does WooCommerce.com 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 Many Sites Can I Use My Key On?
  3. How Does Activation Work?
  4. Are Subscriptions Valid For A Lifetime?
  5. I Made A Purchase Before the Changes. How Long Is My Subscription Valid?
  6. Can I Upgrade My Subscriptions after Purchasing?
  7. How Do I Renew My Subscription?
  8. How Much Does It Cost To Renew My Subscription?
  9. What Do I Receive When Renewing My Subscription?
  10. What Happens When My Subscription Expires Or Is Deactivated?
  11. How Do Keys Work with a Multisite Network?
  12. How Do I Deactivate My Key/Transfer To Another Site?
  13. Can I Transfer a Key to My Client?
  14. My Product Is Free, Do I Need To Renew?
  15. What’s the Difference between a Product License and a Subscription?
  16. 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. 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 Woo 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 Woo 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 ↑ Back to top

What Is WordPress? ↑ Back to top

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

What Is A Theme? ↑ Back to top

A theme, synonymous with template or skin, is a ready-to-use layout and design that you can activate on your 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 enjoy. Many themes come with customizable options via the WordPress customizer.

How Do I Install My Woo Theme? ↑ Back to top

Once you have installed WordPress on your site, it’s straightforward. Follow the instructions outlined in Installing A Woo Theme.

How Do I Customize My Woo Theme? ↑ Back to top

This is a question that depends on what you want to achieve with your theme. Things like the ability to upload your own custom logo and add a background to your theme, etc… are built into WordPress and controlled by the Customizer.

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 is also helpful. 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 theme. 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? ↑ Back to top

The themes you get from Woo only work on self-hosted WordPress installations made possible by 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. Watch this video on WordPress.com vs. WordPress.org is video for an explanation.

Do I Receive Support for the Theme I purchased on WordPress.com? ↑ Back to top

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

What Does WooCommerce.com Use? ↑ Back to top

Our website is using a child theme based on Storefront, all powered by WooCommerce and a few bits of custom code.

How Do You Provide Support? ↑ Back to top

The best way to get help with Woo products is to search for answers in our Documentation. We’re creating and maintaining resources that help you help yourself.

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 for further information.

Do You Have A Phone Number? ↑ Back to top

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

Pre-purchase/Accounts Questions ↑ Back to top

How do I purchase a product? ↑ Back to top

Find 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? ↑ Back to top

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! ↑ Back to top

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

I Can’t Find My Products! ↑ Back to top

If you don’t see your purchased products on the My Account page, send us an email. If you have another WooCommerce 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? ↑ Back to top

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? ↑ Back to top

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! ↑ Back to top

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

Is It Possible To Upgrade My Theme Purchases? ↑ Back to top

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)? ↑ Back to top

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? ↑ Back to top

You need to contact us to help delete your account.

Theme Package Questions ↑ Back to top

What Is The Difference Between Theme Packages? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

You 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? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

Yes, you can review theme demos or access each from its Woo 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 are happy to exchange your theme or issue a refund.

I Can’t Find My Theme, Is It Retired? ↑ Back to top

You can find the full list of retired themes at Retired Woo Themes

How Do I Access Your Free Themes? ↑ Back to top

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 subscription key. After 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 WooCommerce Helper and activate your key, see our documentation at: WooCommerce Helper.

Subscription Questions ↑ Back to top

What Are Subscription Keys For? ↑ Back to top

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

We have User keys offered as in a single, 5-site and 25-site package.We do not have Developer Keys/Licenses with a higher level of support.

How Many Sites Can I Use My Subscription Key On? ↑ Back to top

As of November 2016, one valid subscription key can be used on an active site and a test/development site. This allows you to test your extensions in a live and development environment simultaneously, without need to swap or activate, deactivate and reactivate. If you you have a 5-site subscription, then 5 active sites and 5 test/development sites. If you have a 25-site subscription, then 25 active sites and 25 test/development sites.

How Does Subscription Activation Work? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

If you purchased a product before August 1, 2013, which included lifetime support and updates, you had the option to grandfather your purchase under these terms before August 1, 2015. Everyone who qualified was sent five notices — one at 90 days, 60 days, 30 days, 2 weeks and on August 1, 2015. A link to auto-grandfather was also available on qualifying accounts until August 1, 2015. The deadline has long passed.

Can I Upgrade My Subscriptions After Purchasing? ↑ Back to top

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

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

How Do I Renew My Subscription? ↑ Back to top

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

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. These emails are also sent if auto-renew is disabled.

How Much Does It Cost To Renew My Subscription? ↑ Back to top

Subscriptions are billed annually. Coupon codes or other promotional discounts do not apply to renewals.

What Do I Receive When Renewing My Subscription? ↑ Back to top

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? ↑ Back to top

If your subscription did not auto-renew, or 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? ↑ Back to top

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/Transfer To Another Site? ↑ Back to top

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

Note that you no longer need to follow this process to use a subscription key on a test site or in a development environment – the key will work automatically.

Can I Transfer a Subscription to a Client, Co-worker or Friend? ↑ Back to top

A single site subscription 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. The recipient must have a WooCommerce.com account and can sign up for one at Create an Account.

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 WooCommerce.com account.

My Product Is Free, Do I Need to Renew? ↑ Back to top

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 need not store a payment method for renewals.

What’s the Difference between a Product License and a Subscription? ↑ Back to top

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 in February 2016 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? ↑ Back to top

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-Renew Questions ↑ Back to top

Are Auto-Renewals Enabled on My Purchases? ↑ Back to top

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 the My Subscriptions page in your account.

How Do I Enable Auto-Renewals? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

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

Disabling auto-renew is also a way to pay “manually.” Enter a credit card to enable auto-renew, allow payment to be taken on the due date, and then disable auto-renew. 

Can I Enable Auto-Renewal on One Product but not Others? ↑ Back to top

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 ↑ Back to top

What is the difference between a WordPress plugin and a WooCommerce Extension? ↑ Back to top

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 Woo, which means we do not 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? ↑ Back to top

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? ↑ Back to top

When purchasing a Woo product, you are purchasing a subscription to receive updates and support. Subscriptions are billed annually. Please see the Subscription Renewals section for more info.

How Many Products Can WooCommerce Handle? ↑ Back to top

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? ↑ Back to top

No. The only fee you pay at Woo is your yearly subscription fee for the extension. 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? ↑ Back to top

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 Woo Questions ↑ Back to top

Do Your Themes Work With The Latest Version of WordPress? ↑ Back to top

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? ↑ Back to top

Yes. 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? ↑ Back to top

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? ↑ Back to top

We currently support all versions of WooCommerce 2.0 and above. Ideally you are running WooCommerce 2.6x to stay updated with the most secure version of WordPress, which is 4.6.

Can I Remove The Woo Footer Credit? ↑ Back to top

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

How Often Are Themes Updated? ↑ Back to top

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? ↑ Back to top

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. More at Best Practices when Customizing a Theme.

Do Your Themes Work With Plugins? ↑ Back to top

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 themes and cause them 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? ↑ Back to top

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

Can I Use Your Themes For Clients’ Sites? ↑ Back to top

You’re welcome to use themes this way without violating our terms. We do need to point out that your personal Woo 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 Woo 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)? ↑ Back to top

Yes, our themes work with WPMS! Take a look at our demo sites – they run on WPMS. 🙂

Can I Change The Logo? ↑ Back to top

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? ↑ Back to top

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? ↑ Back to top

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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