FAQ

Everything you want to know.

Pre-sale Questions

Can I use a MyThemeShop theme on more than one site?

Yes, a MyThemeShop license grants you the rights to use the theme on more than one site owned by you or not. However for getting support for your clients’ websites, you need to purchase the Membership plan.

Can I customize the theme?

Our themes all come with an options panel that allows you to easily customize your theme. You can also make your own code edits or design edits using the included Photoshop PSD files (included with Extended plan). You don't need to credit or link us back.

Will the themes work with third-party plugins?

Yes, our themes are compatible with all major and most of the other third-party plugins. We already include the most commonly used features in our themes to further assist with this. Unfortunately, we cannot provide support for third-party plugins or tools.

Which browsers are supported by MyThemeShop themes?

MyThemeShop themes are supported by all the latest browsers, and include fall-back support to provide proper functioning even in outdated browsers (mostly).

How often do you update the themes?

We fix any bugs we encounter as soon as possible. We also release periodic updates for our themes and our underlying framework to address user feedback as well as to add new features.

What are the hosting/server requirements for MyThemeShop themes?

Our themes work with every host out there that supports WordPress. But to be sure, please make sure your hosting supports the latest version of WordPress, MySQL 5 or higher, and PHP5 or higher or you can choose our recommended webhosting - Recommended Hosting(Link)

Do the themes work with WordPress Multisite?

Yes, our themes are Multisite-compatible.

Are the themes translation-ready?

Yes, our themes are translation-ready. Your themes are supplied with a language .po file. You could translate it to your own language using this tutorial >> How Do I Translate a Theme To Another Language

Do you include Photoshop PSDs with your themes?

We include PSDs only with our Extended Membership plan. We do not provide PSDs with single theme purchases or free themes.

What Are The Limitations on Items Purchased Through MyThemeShop’s ThemeForest Profile?

We are selling exclusively on ThemeForest. For ThemeForest items, you will get lifetime free support and updates. But the things which are not valid with ThemeForest's sales are, Refund policy: our refund policy do not work with ThemeForest files, they have a different refund policy. License: You need to have different licenses to use the item(s) on different domains/websites. Also the developer license is different on ThemeForest as on MyThemeShop.

Get more information about their licenses on this page.

Do MyThemeShop themes work with WordPress.com?

Unfortunately, our themes do not work with WordPress.com. You need to have a self-hosted WordPress installation, please refer to this link for installation instructions - http://codex.wordpress.org/Installing_WordPress.

You can choose our recommended hosting by following this link: http://mythemeshop.com/get/hosting/

What payment options do you support?

Currently, we offer PayPal, Credit Cards and International Debit Cards for all our plans.

Account or Post-Sale Questions

What is your refund policy?

MyThemeShop offers refunds to customers within 30 days of purchase. If the item(s) is broken, not working properly, or truly missing features from what is being mentioned on the sales page we offer full refunds.

We strongly believe our products will work without issues and we are available to help sort any issues resulting from any number of reasons. However, we also expect you to understand what you are purchasing and what your rights are for requesting refunds.

MyThemeShop products are digital in nature and are subject to the Directive 2011/83/EU of the European Parliament and of the council of 25 October 2011 on consumer rights which essentially means that once the digital products are downloaded – they are excluded from the right of withdrawal and hence are not eligible for refunds under law.

With that said, if you believe that the issue truly lies with our product – we will still issue a refund if requested within 30 days of purchase if our item is broken. After 30 days, no refunds will be granted.

Note that there is a difference between a broken item, and simply receiving an error message or having trouble configuring the Product to your desired result.

Error messages are often related to improper setup, hosting, configuration, plugin conflicts, or missing files which, causes the item to not work.

Before you request a refund from MyThemeShop, you must do the following:

  • Read the extensive documentation or check video tutorials that we provide with each Product or general tutorials.
  • Check the support forums for existing threads about the issue you’re receiving.
  • Open a new support ticket with our support staff if you are still experiencing problems.
  • Confirm that your server meets the specifications laid out in the requirements for the Product and WordPress in general [https://wordpress.org/about/requirements/].

Note that opening a dispute or initiating a chargeback will not speed up your refund request, and we reserve the right to refer any case to the PayPal fraud department, which may result in your account being limited.

If you’re not sure whether a Product is the correct fit for you, please reach out to our sales team or create a forum account and ask before making a purchase. Our team will be happy to assist you.

If you’ve read the above, and taken the necessary steps, but your Product is still broken, malfunctioning or otherwise non-functional, please open a refund request.

Why haven't I received my receipt or login information?

If you just ordered your Product or created a free account, there may be a slight delay in the order processing or in the email delivery to you. Please check your spam folder just in case. If you haven't received the mail in a timely manner, please contact us at support-team@mythemeshop.com and we will happily assist you.

Why can't I log into my account?

The only reasons you would be unable to log into your account are an incorrect password, or account termination due to fraud.

Where are the products that I purchased in my account?

If you completed the order successfully, the theme will be present in your account. Please login from here https://mythemeshop.com/go/member You can find the theme under Active Resources section in the Member's Area. Please refer to this image: http://take.ms/c9S8F

How do I set my forum avatar?

Our support forum uses Gravatars. If you have a Gravatar set for the email address you used to create your account, it will automatically be used. If you do not have a Gravatar, you may sign up and create one here: http://en.gravatar.com/

How do I change my billing information?

We do not store your billing information on your server, all changes would be done at your payment processor (such as PayPal or Stripe). You can email us using the contact form and we can assist you on how to update your billing information.

How do I buy a new theme/plugin on my existing account?

You can browse themes/plugins and purchase them after logging into your account.

How do I cancel my MyThemeShop membership?

You can cancel your membership through your account's payment tab, or directly through PayPal.

What happens when I cancel my MyThemeShop membership subscription?

After cancelling your MyThemeShop membership, you will not be billed again for access to our themes/plugins. However, after the conclusion of the last month that was paid for, access to themes/plugins will be suspended. If you choose to purchase a membership again in the future, you will need to pay the signup fee again. Your access to premium support will also be revoked.

Can I still use themes/plugins after I cancel my membership?

Yes, you can still use the themes/plugins you've downloaded forever. However, you will not have access to updates, support or be able to re-download premium items.

Support Questions

How can I get support with a theme or a plugin?

The Support forum is the primary method of support we offer. If something isn't getting resolved via the forums, feel free to email us and we will try our best to help you asap.

How long will I be able to get support on a theme/plugin I purchased?

We offer one year support on our single themes/plugins and unlimited support for club members as long as they hold a valid membership.

Do you provide phone or live support?

We do not provide phone or live support at this time. However, we provide 24x7 support via our support forum and most queries are resolved within an hour.

Does support cost extra for any services?

Most of our support is free, but if you require customization services, these can be performed for an extra charge, please email us if interested.

Can I still get support if I cancelled my membership?

Unfortunately, if you cancel your subscription, you won't have access to our support or theme updates.

Can you migrate or set up my site for me?

We offer some services for setup and migration, please email us if you are interested.

Can I get support on a free theme/plugin?

We have a community section in our support forums for free themes/plugins where we offer support. We response only few times a week, generally on weekends for Free users.

Why can't I access the support forum?

Please ensure that you are using the correct password and username that you created an account with. Your MyThemeShop logins are used for support forums and you do not need to create an additional account.

Are there any video tutorials available?

We have a small but growing library of video tutorials available which can be accessed here: http://community.mythemeshop.com/tutorials/

Got More Questions?

I've got a question(s) which is not listed on this page.

Please feel free to contact us and we will try our best to answer your question. Contact Us.

Theme Support

Visit Our Forum We provide official product related support via our 24x7 support forum. Please direct your question to the forum where one of our expert staff members will be more than happy to assist you.
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