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We want your experience with our products and support services to be flawless, that is why we take so much time and effort to create this site where you can find useful resources that most likely will answer your questions. Please read through this FAQ section carefully, it deals with the most common questions and issues. If you did not find the answer you are looking for, you can also search for related tickets. Our ticket system is currently under development and will be launched soon.
Product support includes:
Product support does not include:
We understand that most of our customers are not programmers, that is why we will also help you with issues caused by other components (plugins, themes, etc) and we will provide you instructions to help fixing your problems, even if it is not directly related to our Items. Although, we cannot guarantee that we will be able to fix every issue caused by faulty 3rd party components.
If we cannot help you, you should contact with the author of the incompatible plugin or theme. Helping developers by providing feedback is also useful to other users with the same problem.
Our ticket system requires a valid Item Purchase Code to verify your purchase, so if you received the Item by another purchase, you will not be able to open a new support ticket. However, you will still be able to read our FAQ sections and search for related tickets that most likely will help you in most of the cases. It is the job of the theme/template author to provide you support about their integrated plugins, so in a case you did not find an answer here, you have to contact with them. Providing you support is the responsibility of the author whom you purchased your item from.
Yes, you can, by requesting it from Envato. Read further on to find out the conditions and the proper way to request a refund. Please, start with considering the following suggestions:
Please, acknowledge our support policies, we cannot take responsibility for unrelated issues caused by faulty 3rd party solutions, but we will try to help you.
Envato offers freedom for authors to choose their own support policies without any obligation. The only exception and way to get a refund from Envato if the given item is faulty or does not work as described, and the author refuses to fix the problems.The refund requests are handled by Envato only, we don't have any option to send your money back, even if we do agree with your demands. Please, keep in mind the points above, you should ask for help first, and we most likely can solve your problems.
Please read the related FAQ entry from Envato about how you can request a refund.
You can find the Item's requirements in its documentation or on the item page on Envato marketplaces. More details are in the "Installation & Updates" section.
We are working really hard to test everything and keep the plugin as bug-free as possible. However, there is no perfect software and our products are not an exception either. We strongly recommend you to use the most up-to-date version of the Item before reporting any issues. We are relying on your feedback and there is a good chance that we have already fixed an issue you may experience. You can check the last update date on the Item's page on Envato marketplaces.
Some outdated plugins and themes can cause issues in really unexpected ways, and you should have up-to-date versions of every plugin and theme you use. Most of the issues caused by 3rd party solutions, and there is a good chance that their authors have already released updates to fix the problems you may have.
Most of the issues that our customers are having are not problems with our Items, usually they are related with 3rd party components. We are trying our best to workaround common issues with 3rd party components, but it is not always possible. If you read this FAQ section carefully, you will most likely find the answer or solution that you are looking for.
If you did not find the answer you are looking for, we would like to recommend you to try to search for any related issues in our ticket system. Our ticket system is currently under development and will be available soon.
Components not following the WordPress standards may interfere with other plugins in unexpected ways and can be difficult to find. If you are having an appearance issue, please report it to us and we will check it. In case of experiencing issues with features or functionality, you should try to temporarily disable every other plugins and switch to another theme (the default one is recommended). If it solves your problem, it is related with an other component and you should try to find the one by re-enabling them one after another and keep watching when you can reproduce the issue. Please note that in a multisite installation there can be further plugins on the network dashboard that your sub-site may not list them by default. Once we know the source of the problem, we can probably fix it or give you instructions to workaround it.
For more information, please read the licensing FAQ on Envato marketplaces.
Please also read the third entry from this section about the things you cannot do with the Item
Webshops and ads on your or your client's site is not considered commercial use. Envato defines the cases of commercial use where you have direct benefit from the purchased Item, for example, selling it as a part of your larger work (themes, templates, etc) or using it in a way that is only available for paying users and is an essential part of your commercial services.
Check our Envato's Licensing FAQs for more details, they have examples for almost every scenarios.
Definitions: The Item is what you purchase from Envato marketplaces. The End Product is the customized work what you build with that Item.
For more information, please read the licensing FAQ on Envato marketplaces.
Envato does not offer any multi-use / developer license yet, but they are planning to introduce it. Envato is the operator of the marketplaces, we do not have any control over the available licenses and do not know their exact plans.
We are an exclusive author, we cannot do business behind Envato, thus we cannot offer you any special deals. Currently, the only solution is buying separate licenses for each site or service you would like to use the Item with.
In a case where your network-sites have generally the same role and content (for example: offering the same content on localized sub-sites), you can use the item with a regular license.
You can with the following conditions:
Our developer documentation deals with these rules in a deeper level, please read them to have a better understanding why it is important for us. You can include our Items in your work without a written permission by following these rules. Just reference to this entry if an Envato reviewer ask about permissions.
If these rules are not suitable for you, please contact us at firstname.lastname@example.org, and we can discuss the details.
You cannot re-distribute or make our Items available in any form, even if you modify them. You can't use a subset of our works either, your derivative works are also subject to the license terms. Please read the "Things you cannot do with an Item" section of this FAQ for more information.
However, we can team up and work together in a cooperation if you have a nice idea. In this case, we would like to hear from you.
For personal use only, you can modify the plugin and use it in a way you want as long as it complies with the license terms.
You can view the requirements and supported softwares on the Item's page on Envato marketplaces. Further notes can be found in the documentation included in the package you can download after purchasing the Item.
You can find the installation instructions in the documentation file included in the package that you can download from CodeCanyon. Please note, some Items include documentation file for developers, which End-Users should not follow.
We also have update instructions in the documentation file mentioned above. You can use the auto-update feature where available, so your WP installation will notify you about new releases and you can install them with just one click. You can also download the new version from your CodeCanyon downloads page at any time free of charge, so you can manually remove the old version and install the new one. Removing the plugin won't touch of your sliders and settings on your WP installation, so you don't have to worry about losing your work. The new version will always have backwards compatibility, so your previously created contents will work the same as before.
Unfortunately, the native WP auto-update mechanism doesn't work with integrated plugins, so if you received the plugin by another purchase (e.g. WordPress themes), you won't be able to use this method. We can't send you the updates since you are not a direct client of ours and its prohibited by the licensing terms. You need to request the plugin updates from the author of your theme / template, and possibly they already released an update with a newer version.
New features will always use the new defaults, but these changes might not apply on your older works having different settings, but you can always change them with the newly introduced options.
Depending on the default settings introduced in updates, you may need to adjust some options of the new features in some cases. This should only affect the new features, your previous settings will be unchanged. Please check your settings on the plugin's admin area or read the documentation if you are using a standalone jQuery version.
We may also change some defaults for old features. It won't override the settings you used for previously created contents, but it may take effect in future works.
New versions of the plugin always have backwards compatibility and you don't have to worry about break your work. At worst case scenario, you might need to adjust some settings.
You don't have to, the plugin is fully functional without entering your Item Purchase Code. It is only needed to enable the auto-update feature, so WordPress can notify you about new releases and you can install them quickly and easily.
In the email Envato sent upon your purchase or on your CodeCanyon downloads page by clicking on the "Download" button for the corresponding item and selecting the "License Certificate" option. This will download you a text file containing your Item Purchase code.
Try to validate your Item Purchase Code later since there might be a temporary issue with our services. If the issue still persist, please contact us.
The package you have downloaded from CodeCanyon isn't the installable plugin itself, it contains other resources like the documentation, PSD files, etc. You need to unpack the ZIP file and try to upload the inside archive with the "installable" word in its name.
This message means you have one instance of the plugin already installed and activated, and you can't load a second copy. Most likely your theme already includes the plugin, thus you need to remove it first in order to use the newer version from us. In this case, please contact with the author of your theme or read our guide about removing integrated plugins in the "Advanced topics" section.
The auto-update feature in our WordPress plugins doesn't install new versions without your confirmation. You can see notifications about new updates on your Plugins and Dashboard -> Updates pages. Please note, WordPress caches the update results, so it is possible that an update won't appear instantly. Our auto-update feature requires a valid Item Purchase Code, please read the details in the documentation or the entries above.
If you accidentally included multiple instances of the jQuery library, they will override the registered plugins in each other and the plugin may fail when you try to call it. In this case, you need to remove the duplicates and leave only the most-recent version.
To maintain compatibility with new software versions and their new features, our plugins requires newer versions of the jQuery library. Usually, you can use them with jQuery 1.7, but we strongly recommend you to have at least version 1.8 or newer as some of the features of our plugins only works with those versions.
We are using the jQuery Transit plugin for accelerated CSS3 transitions to achieve maximum performance on all deceives and machines. As jQuery Transit doesn't support some features for 3D transforms, we needed to include a modified version. If you or something else also uses jQuery Transit, it may overrides our version and LayerSlider will fail with this error message. The version of jQuery Transit that LayerSlider uses is compatible with the original version and you should leave our version in the document only.
We are using jQuery Transit for accelerated CSS3 transitions to achieve maximum performance on every devices and machines. Both plugins registers their own cssHooks in jQuery, and it seems they are overriding each other. We are going to use a modified version of jQuery Transit with different cssHooks name-spaces to fix this problem. In the meantime, you can workaround this issue with including our version of jQuery Transit before call the LayerSlider.
LayerSlider wants to display a preview image from your video automatically. Unfortunately, Vimeo threats Plus / Pro videos as private, even if you have allowed public access to everyone. The Vimeo API won't return any information about you Plus / Pro videos and we can't display the preview image, that's why it doesn't appear. We will solve this issue by enabling you to use custom video images.
LayerSlider wants to display a preview image from your video automatically. However, not every video has HD quality preview image, so you should try to choose a lower quality in your Global Settings of the corresponding slider.
If you are the author of the video in question, you can also upload your own preview image by editing the video on YouTube.
Some web servers uses X-HTTP headers to control restricted contents and they can causes issues like this. In your browser's developer tools you should receive a message related with this and you can check the HTTP headers that you server sends. You need to contact with your hosting provider or system administrator about how you can solve this issue.
Yes, LayerSlider allows you to enter any custom HTML code or shortcodes, so you can embed any kind of content you want. However, LayerSlider can't possible handle every video player as there is no unified way to control them, so you may have to do some adjustments with the LayerSlider API to control their playback depending on the slider events.
We are planning to support oEmbed videos in a future update really soon.
There are two scenario for these issues:
In both cases, you can use your browser's developer tools to verify these cases and get some useful information. These tools will indicate if the browser cannot load some contents or giving you an error message if there is anything wrong. If you can't solve the problem you are having and choose to report this issue, please include these informations if any as they can be really helpful.
Most likely it is caused by an image preloader plugin. You need to exclude the slider's pages or contents, or disable this plugin completely.
Please, make sure your browser supports 3D transforms properly. We have a compatibility list in the plugin's documentation. Currently, it is supported by Chrome, Firefox, Safari and Opera 15+ on desktop. Mobile versions of Safari and Chrome also fully compatible. Internet Explorer 10 and older versions of Android Browser have some lack of support these features and they only capable to display semi-3D transitions. Older versions of Internet Explorer can display 2D transitions only.
Make sure you are using an up-to-date version of the jQuery library. For scaling and rotating, LayerSlider needs at least version 1.8 or newer. Using the Isotope plugin can also causes problems like this, please read our "Known 3rd party incompatibilities" section in the FAQ.
Here is an example for a custom navigation area with the LayerSlider API. To understand this code snippet, please read the corresponding sections of the documentation in the Help menu on your WP admin interface. Please note that using the LayerSlider API requires some web development experience.
Optionally, if you just want small appearance changes, modifying a skin could be a considerably easier job.
This section is only intended to show you the most recent changes. If you interested the plugin's complete development history, please read its documentation file.