Looking for answers about payment, license or your account? Below is a list of common queries that we receive. We’ve tried to answer them in as much detail as possible below, with relevant steps to take, important links and other details.
But if you still have questions, please take a look through our documentation for further information. Still can’t find what you’re looking for? Please reach out to us via our Support channel.
“I can’t activate my license key — it says it’s invalid or already in use.”
This may happen for several reasons. Here are the most common causes, and what you can do for each:
- Your license is in use on a different site. Check your account to see where it is being used; you can then deactivate on that site and reactivate your license on your new site.
If you are shutting down a site, it is advisable to deactivate all licenses beforehand. But if you no longer have access to your previous site, please get in touch with the site details so we can look into this for you. - You have met your license quota. In this case, you can either deactivate your license from one of your other sites, or upgrade your license to enable use on more sites.
- You are using a staging site. Our licenses will generally allow you to use them on both a live and staging sites. However, in some instances, staging sites aren’t recognised as such. If this happens, please contact our support team with the details.
“What’s the difference between the plans? Can I upgrade from FooGallery PRO Starter to Expert? Why do I have to pay full price when I already have a lifetime license?”
There are several plans available for each of our plugins, as well as different tiers for FooGallery. Below, we give you a breakdown of the main differences and how the pricing for these work.
- All of our plugins offer pricing for 1, 5 or 25 sites. If you have one site, you can upgrade to 5 or 25, as needed.
- FooGallery is available as PRO Starter, PRO Expert and PRO Commerce – each offering progressively more features. See the plan comparison for more info. You can upgrade from Starter to Expert, or Commerce.
- We offer monthly, annual or lifetime licenses for all of our plugins (and annual or lifetime for the FooGallery addons). You can upgrade your license to annual or lifetime.
“How do I upgrade?”
- For any upgrade, go to the Pricing tab in that plugin’s menu and click on the link to upgrade. Select the plan to which you want to upgrade and click on the Buy link. Alternatively, find the plan you want to upgrade to on our dedicated plugin pages and click on Buy Now. In the payment panel, enter your existing license key and proceed to payment.
- Based on what you have already paid, and the length of time for which you have had your current license, you will be charged a pro rata amount for your upgrade. If you encounter any issues, please contact our support team to further assist.
“I was auto-renewed and didn’t want to be. Can I get a refund and cancel my subscription?”
OR “I never received my payment confirmation / subscription / trial email.”
FooPlugins offers a 30-day full-refund guarantee. If you have purchased or renewed your license and would like a refund within the 30 days, we will do this for you. Please reach out to us with your licence or account details so we can assist with this as quickly as possible.
However, we recommend the below best practices to ensure a smooth experience:
- Customers will receive an email when they start a trial, pay, or start a subscription for a license. Likewise reminder 30 days before a license is renewed. This is sent to the email address on record for that license. You can ensure this is correct and up to date by logging into your account.
- Should you make any changes to your website admin or emails, update your account profile, so that you continue to remain informed about upcoming payments.
- FooPlugins licenses are set to auto-renew by default. This ensures that you pay the same price for renewals that you originally paid. You can turn off your subscription at any time via your account. However, should pricing change before you renew, you will be charged the new price.
- Should you need assistance with any of these steps, we’d be happy to help; simply contact us with the details.
“I migrated my site / moved to a new domain — how do I transfer or reactivate my license? My license stopped working after migration.”
- If your license is still activated on your old site, you need to first deactivate it there. You can then install the plugin and reactivate the license on your new site.
- For gallery migration, please see our article on how to import / export galleries from one site to another.
“I used the wrong email when purchasing. I can’t log in to my account. Can you change my email?”
There are 2 solutions here:
- If you have access to the email address you’ve used, you will have received a message to that address explaining how to log into your account. You can log in and update your profile with the correct email.
- If you do not have access to the email (for example, it no longer works) or you have misspelt the email when purchasing, then your activation email would not have been delivered. In this case, please contact us with the necessary details and we can help.