Support

Frequently Asked Questions

You can find the most frequently answered questions below. They are grouped into sections that will help you find the question you're looking for faster.

Licensing

Can I use a product in commercial projects?

Yes, absolutely! You can use a purchased product in free or commercial projects, and one license grants you rights to use a product in a single end product. However, you are not allowed to redistribute the software, particularly by selling or rendering it available for free or for the charge. If you are interested in the re-distribution (e.g., as a part of your Contao theme), feel free to contact us and ask about the reseller license. You can read more about the licensing here.

Last update on 22. June 2022.

Can I still use the product after the support period has expired?

Totally yes! You can use the product as long as you would like to.

Last update on 22. June 2022.

Can I transfer my license to the customer?

You are allowed to transfer your license for a product to your customer. We recommend that you download the license PDF document from the License manager page and pass it on to your customer.

Last update on 23. June 2022.

How can I use my license?

The license is required to activate the product after its installation. More information can be found in the Documentation.

Last update on 23. June 2022.

What are the licensing rules?

The licensing rules are a part of the Terms & Conditions. However, for your convenience, we have prepared a shorthand on this page.

Last update on 23. June 2022.

How long is a license valid?

The license is valid lifetime, which means you can use the product as long as you wish.

Last update on 23. June 2022.

How do you check if my license is valid?

Once the products are activated from your Contao backend, we store your server's IP and domain name. This check happens from time to time and only in the Contao backend.

Last update on 23. June 2022.

How many licenses do I need for a multidomain website?

You need only one license if your website uses different domains for different languages. In all other cases, you need one license per domain. For unclear cases, don't hesitate to get in touch with us.

Last update on 23. June 2022.

My domain has changed. How can I update the license assignment?

You can freely manage every license key using the License manager.

Last update on 23. June 2022.

Can I obtain the license confirmation?

Yes, you can download the PDF document for every license on the License manager page.

Last update on 23. June 2022.

My Account

How do I recover my password?

You can reset your password on the Lost password page. Fill in your details, submit the form, and you will receive an e-mail with a link to reset the password.

Last update on 22. June 2022.

How do I change my billing details?

You can change your billing details on the Billing addreses page.

Last update on 22. June 2022.

How do I change my password?

You can change your password on the Personal data page.

Last update on 6. September 2022.

How do I delete my account?

You can delete your account on the Personal data page. Please note that the account will be closed and remain in our database for the necessary time according to the Terms & Conditions and Privacy Policy documents.

Last update on 6. September 2022.

Products

What are the Composer keys?

The Composer keys allow you to limit the purchased products for different systems. You can learn more about them in the Documentation.

Last update on 23. June 2022.

How to install and configure the purchased products?

The installation and configuration of each product are available in the Documentation. You can also find a link to the manual on the product page in the right column just below the "Product Details" box.

Last update on 22. June 2022.

How do I check the product compatibility?

The product compatibility can be checked in the right column in the "Product Details" box.

Last update on 22. June 2022.

What is the Isotope Circle Discount?

You can obtain a 30% discount for every product dedicated to Isotope eCommerce. All you have to do is become an active Isotope Circle member and contact us to verify your membership.

Last update on 22. June 2022.

Where do I find product-specific FAQs?

Some of the products, like Veello Theme, have a dedicated FAQ page. You can find all product-related questions there.

Last update on 6. July 2022.

Purchases

How do I buy a product?

To buy one or multiple products, simply add them to your cart and go to the checkout. There, you will have to log in or create a new account. Afterward, add the billing address and complete the checkout by finishing a transaction. You will be granted the license(s) and access to the purchased products.

Last update on 23. June 2022.

What are the available payment options?

The payments are handled by Stripe (credit cards) and PayPal.

Last update on 22. June 2022.

Where can I check my order history?

Your order history and invoices can be viewed on the Order history page.

Last update on 22. June 2022.

Can I get a refund?

Although we do our best to keep the products error-free, the software may contain a bug. We offer a 14-day money-back guarantee if you are unsatisfied with our products. If you would like to ask for a refund, don't hesitate to get in touch with us.

Last update on 22. June 2022.

Can I get a discount as a non-profit organization?

We do offer discounts for non-profit organizations such as charities or universities. Please contact us to learn more.

Last update on 22. June 2022.

Support

How long does the support last?

When buying a license, you automatically get a 6-month support period for free. Learn more about what's included within the support on this page. The support period starts from the day you purchase a license.

Note that you can extend the support period when buying a license, as you get a discount.

Last update on 23. June 2022.

How can I extend/renew my support period?

Yes, absolutely! You can extend the support period by purchasing an appropriate service. Note that it's better to extend the support period when buying a license, as you get a discount.

Last update on 6. July 2022.

What happens when my support expires?

When your support period expires, you still have access to the Support panel to browse the history of tickets, but you are not allowed to create new ones.

Last update on 22. June 2022.

I have an active support period. How can I use it?

You can use the Support panel to submit the tickets, which we will handle with priority. The complete history of your issues is always available. Still, your support period must be active to create a new ticket.

Last update on 23. June 2022.

Do I need to buy a support service for every product?

Absolutely no! An active support period allows you to get help with all the products you have purchased.

Last update on 23. June 2022.

Can I get a refund for the purchased support service?

You can get a refund for any services within 14 days unless the service has been performed. After 14 days, the support service will remain active until the date it expires.

Last update on 23. June 2022.

How quickly do you reply to the support tickets?

We usually reply within a few hours, but occasionally this period can extend to 24 hours or more.

Last update on 23. June 2022.

What does support include, and what does not?

The support includes help for the products you purchased. However, some of the actions, like product installation, are excluded. See this page for the complete list of support rules.

Last update on 23. June 2022.

Answer Not Found?

If you haven't found an answer to your question, don't hesitate to get in touch with us, and we will be happy to answer it.