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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 if you develop a WP theme for ThemeForest 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 email@example.com, and we can discuss the details.
Please note, we only allow to bundle LayerSlider in WordPress themes, which will be sold on ThemeForest explicitly.
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.
Some 3rd party components like plugins and themes doesn't follow WordPress standards and load their own version of the jQuery library (instead of the WP built-in one) that causes problems most of the cases. In a situation like this, you should check for updates first. This issue is common in outdated plugins and themes, and there is a good chance that their authors already released updates to fix this problem. This problem can caused by any of your plugins or themes, so you should make attention to check and update every component. It is always a good practice to update everything, but you can also disable your plugins or switch themes one-by-one to find out which one causes the trouble.
If none of these are help, we have a workaround for this problem, you can enable the "Put JS includes into body" option in the Global Settings of your slider.
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.
If your jQuery is up-to-date and this error message is still showing, you have to update the plugin. There was a small issue in an older version of LayerSlider that we have fixed several releases ago and updating to the latest version will fix this.
Please see our updating guide in this FAQ in the 'Installation and Updates' section. We also have a "Updating jQuery" entry under "Advanced Topics".
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 an other plugin also uses jQuery Transit, it may overrides our version and LayerSlider will fail with this error message. In this case, you need to enable the "Put JS includes to body" option in the Global Settings of your slider. It should solve this problem, but there can be special cases when you need to remove the other version. The version of jQuery Transit that LayerSlider uses will be compatible with the original that some other plugin may want to use.
The shortcode requires at least one mandatory parameter, the ID of the slider you want to insert. This error message appears when one or more required parameter in your shortcode missing.
This error message means that the slider you are referencing for (either in a shortcode or in a PHP function) does not exists and cannot be loaded. Please verify the shortcode you entered or the ID you are using on the LayerSlider's homescreen on your WP admin area.
Please note that earlier versions of the plugin did not use fixed IDs and they may changed upon a deletion.
If you get this error message in another way, it is possible that the solution you use to insert the slider is not working properly.
Some outdated plugins and themes can cause issues in really weird ways, so you should have up-to-date versions of every plugins and themes you use. There is a really good chance that their authors already released updates to fix problems you may having.
The jQuery Validation plugin that's included in Magic Fields somehow affects the jQuery AJAX functions and caused problems with saving in LayerSlider. This issue was solved in version 4.6.1.
The issue seems to be the same as with Magic Fields, and it is fixed in version 4.6.1.
Both jQuery Transit and Isotope uses the same CSSHooks in jQuery that resulted some incompatibilities in CSS3 transitions. Since LayerSlider v4.6.0, we are using a modified jQuery Transit library to avoid issues like this.
Responsive mode is a web design approach aimed at crafting themes, plugins and other kind of web contents to provide an optimal viewing experience across a wide range of devices (from mobile phones to desktop computers). With enabled responsive mode, your sliders will adapt the layout of the viewing environment by scaling your content proportionally.
Responsive mode will scale your content (even upwards) based on the available free space it can take. You can limit your slider maximum size with the "Max-width" option under the "Layout" tab in the Slider Settings.
As mentioned in the previous entries, responsive mode needs an initial proportion to calculate new dimensions for scaling. A full-widh slider will always be as wide as your browser window, so your slider initial size depends on the viewing environment, and the plugin cannot identify an exact proportion to work with. Another aspect is to control how scaling should work with large screens, you most likely want to enable it below a certain amount of size, and prevent any action above that. This is why we have a feature called "Responsive under". It enables you to specify imaginary borders that is dynamically enable or disable responsive layout depending on the size of your browser window.
The "Layers container" feature will create an inner area inside your sliders to have invisible borders you can position your content relative to. This area will be as wide as you specify in pixels, and will always be centered. While this feature can be used with any layout, it is made for full-width sliders. Using this feature will result a resized canvas in slider builder that has the new dimensions you have specified.
For multilingual sliders, you need a custom solution such as qTranslate or WPML. The following description deals with translating the plugin's user interface only.
qTranslate is the most easiest way to create multilingual sliders in LayerSlider. It is a free and simple plugin that supports a shortcode-like syntax to enter text in multiple languages, so it can display the proper one for your visitors. LayerSlider supports shortcodes and other special syntaxes in the contents of layers, so you can enter something like this to create a multilingual slider:
[:en]English text[:de]German text
The line above will output “English text” if the visitor selected English page and “German text” if the visitor selected German.
You can read more about qTranslate on their homepage.
You need a "Multilingual CMS" version of WPML with installed WPML String Translation add-on.
Translating the plugin's user interface:
Creating multilingual sliders:
Since version 4.6.0, we are supporting multilingual sliders as well. LayerSlider registers translatable contents in layers when you save your work. If you want to translate a previously created slider, you need to re-save it, even if you won't change anything. Once LayerSlider registered the translatable contents, they will appear under the WPML -> String translation menu item in your WP admin sidebar.
Codestyling Localization plugin can be used to translate the plugin's interface, it basically does the same thing that we described in the first entry of this section. However, it has a graphical interface to make your life easier, so you don't have to edit files and it may supports other useful tools as well.
We are using the WordPress contextual help menus (top right corner of the page) to give you a quick and easy way to access our documentation whenever you need on the plugin's pages on your WP admin interface. Also, newer versions of the plugin uses dynamic tooltips that explains the given option when you point on a setting field with your mouse cursor.
We have an entire section for this question in the Help menu on the LayerSlider's pages on your WP admin interface. Please read the "Inserting LayerSlider to your pages" section.
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.
LayerSlider has many settings, probably more than other slider plugins. For this matter, it needs to send and deal with more amount of data that your server may not allow in its default configuration. This is a very rare case and only affects people who using really-really lots of layers on a given slide. Please consider to split your work into different slides, but if it is not possible, you can workaround this issue with modifying your PHP settings.
You need to increase the default value of the following keys:
You can do this with the "Allow LayerSlider access to users with ..." section in the plugin's main page under your sliders list. If it's needed you can also use custom capabilities you can find here.
Some elements like paragraphs can’t hold block-level elements and can cause issues like this. Please try to use DIVs in this case.
If you experience issues with sliders after moving your WP installation to a different server or domain, it is most likely caused by the images which URLs still pointing to your old location that may does not exists anymore. In this case, you need to enable the "Use relative URLs" option in your Global Settings that will ignore the domain name they are referencing for and will try to find your images locally.
If you have moved your WP installation folder locally (on the same server), you need to manually update the image URLs. This can be done with a search & replace action, or you can re-pick those images from your Media Library.
The export / import mechanism does not copy your images used in the slider. You need to copy them to your new uploads folder and may enable the "Use relative URLs" option in your Global Settings.
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.
Since version 5.0.0 Layerslider supports HTML5 self-hosted videos as well. The plugin also 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.
Most likely it is caused by an image preloader plugin or feature in your theme. You need to exclude the slider's pages or contents, or disable this plugin completely. If it is in your theme, hopefully you will find some options for this in your theme options. Either way, we can't help you in a case like this, you need to contact with the plugin's or theme's author.
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.
Many themes uses the Isotope plugin that has some compatibility issues with jQuery Transit, the plugin we use for accelerated CSS3 transitions to achieve maximum performance on all devices and machines. We are already working on the solution and we will release an update as soon as possible.
Some plugins may interfering with LayerSlider in some ways and could break features like saving. We know about some of these plugins, please check the "Known 3rd party incompatibilities" section.
If you experience an issue like this, we first need to know which component causing it before we can try to figure out what's wrong. Please, try to disable every other plugins and switching to a different (potentially a default) theme. If it solves your problem, it's almost certainly caused by one of your installed plugins or themes. You can re-enable them one-by-one to find out which one causes the trouble.
Please note that in a multisite installation, you need to make attention to the network-wide activated plugins as well, because your given site may doesn't list on the installed plugins page.
It is most likely a database issue. LayerSlider may want to change its database table or get done some database related tasks when you install an update, so it is always a good idea to re-activate the plugin if you choose the FTP method. Installing updates with the auto-update mechanism doesn't require a plugin re-activation, WP does this automatically.
If you got the plugin with a theme purchase, you won't be able to re-activate integrated plugins. Some of the theme authors don't realise that this step must be a part of their implementation, so you should try to report this issue to them first.
If one of your plugins or themes is generating PHP warning or error messages, or even outputs some white spaces or line breaks, it will affect every AJAX calls that other plugins may use, including LayerSlider. In this case, you need to clear the output from these things.
Commonly, it is an issue with account permissions. Please, make sure that you have permissions to access to the LayerSlider plugin pages or the other plugins in general. You (or another administrator) can specify custom capabilities for LayerSlider to control its accessibility for other users. If you have entered an incorrect capability, it is possible that you locked out yourself. In this case, you need to reset the corresponding settings in your database.
To do that, please open phpMyAdmin (commonly accessible from your hosting provider's administration page) and select the "wp_options" table on the left site. Click "Search" and search for option_name "layerslider_custom_capability". You can remove or empty this record to restore its default state. Please note that in a WP multisite installation your table names are prefixed with the ID of your network-site.
An other explanation could be an incompatible plugin or theme. While it shouldn't be a problem, it is possible and you should try to disable them to test if it solves your problem or not.
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.
Please read this FAQ entry carefully, fixing this issue is really easy and can be done quickly without any programming experience. The changes you need to make might seems overwhelming at the first time, but you only need to change 6 characters what you can see in the exmaple code at the bottom of this entry.
Please, verify whether your theme or another plugin are using an old version of jQuery. Old themes might hardcoding bundled versions that are no longer maintained and supported a wide range of plugins and the jQuery developers themselves. Updating your theme and plugins will likely solve issues related with jQuery, so make sure you are using the most-recent version of everything. You can make sure which component breaks your site by temporarily changing your theme or disabling plugins one-by-one until it fixes the problem.
Usually this issue are affecting themes, and the file you will need to edit is located in your /wp-content/themes/
Once you have found the corresponding component, the easiest way is to download the theme or plugin to your desktop computer, and search in the their files for the following code: wp_deregister_script('jquery');
Your operating system has indexing feature, and you can use its search feature to avoid looking through all the files if it's not the one mentioned above. You will only need to do these 3 easy steps when you have found the "wp_deregister_script('jquery');" line:
These function names mentioned above are common, and widely used to include web resources, thus you need to make sure you are making these changes with the ones that have the jquery keyword as their first parameter.
You can make these changes with the built-in theme or plugin editors. You can find those under the Appearance -> Editor or Plugins -> Editor pages. If anything goes wrong, you can always revert your changes via FTP. Also, you can override the edited file with the theme's original if you don't know what to do.
The following example demonstrates the changes you need to do, but the code will likely differing a little what you have in your theme. With that reason, we are using placeholders for URLs and version numbers.
The following example lines:
wp_deregister_script('jquery'); wp_register_script('jquery'); (your theme may not contain this line) wp_enqueue_script('jquery',
, array(), );
Should be like this:
//wp_deregister_script('jquery'); //wp_register_script('jquery'); //wp_enqueue_script('jquery',
, array(), );
As of 9th September 2013, Envato obligates ThemeForest authors to include 3rd party plugins as stand-alone items in their work. The new method enables to install additional components optionally, and they can be removed/disabled in the old fashioned WordPress way. The most-recent version of your WordPress theme will most likely contain these changes, and disabling bundled plugins will no longer be a problem.