Please, read the list of most popular questions below, before you ask for support. It'll save all of us some time. Feel free to contact us, if you have any other questions or require support.

What are the minimum requirements for your extensions?

We officially support PHP 7.0 or higher. Platform specific requirements are listed on every extension's page.

I don't know, how to setup your extension! Nothing works!

This is why we, developers, usually write documentations. You'll find a documentation on every extensions page, right at the bottom.

I don't have PayPal or credit card. Can I pay you some other way?

Unfortunately, this is the only payment method for now.

How can I re-download purchased extensions?

Just login with your credentials and visit Account -> My Orders page, where you'll find all your orders.

I have a custom template. Will your extension fit?

It might not fit, but we will try to help you with this. Feel free to contact us, if you have any issues or questions.

Will you help me adjust layout of your extension to my site's template?

We can, of course, adjust the layout for our extension to your theme, but this will be a paid service.

Will I have access to upgrades and support after purchase?

Every purchased extension has 180 days of absolutely free support and upgrades. After this period you will have to renew the license.

Are there any better extensions than yours?

No.

I have an idea and want to share it...

Sure, feel free to tell us, what's on your mind. However we can't guarantee you, that your idea will be accepted right away.

If you experienced any kind of problem with extension and require support, you need to properly describe the issue. Otherwise discussion with support may take a while and you will spend a lot more time on solving your problem.

A few things you need to consider before you contact support:

• Be as much precise as possible. Never ever write "doesn't work", "nothing works" etc. - it doesn't make sense to any developer.
• Explain your issue so we can reproduce it. Don't try to record a video - this is very time consuming and often unclear way of demonstration.
• Don't pile all issues in one email, take one or two and describe them. When previous issues are solved, proceed with the next couple.
• Clear your browser cache, your site's cache and any other cache you may remember.

In your report of every issue include the following:

• A brief overview of the issue ("When resizing the browser the cart overlaps the search").
• Steps to reproduce ("Open any page, resize the browser, look for the cart module on top right").
• What happens after performing the steps above ("The shopping cart overlaps the search box").
• Expected result ( "The shopping cart should wrap down below the search box").
• Screenshots, which demonstrate the issue, or link to your site, where issue can be reporduced.
• Additional information: browser and its version, framework and its version, presence of 3rd party processors like VQMod or advanced installers.

Displaying error messages

Sometimes something isn't working properly, but errors are not displayed at all or generic message like Error "500" is displayed. You may also see a blank page, which always means, that there's an error out there.

To display error messages, start with checking your php.ini file and add or uncomment these lines:

display_errors = Off
error_reporting = E_ALL

If this won't help, try the same with .htaccess file:

php_flag display_errors On
php_value error_reporting E_ALL

If you still don't see error messages, this means they're suppressed somewhere on parent level. In this case you need to contact your hosting provider and ask him, how to enable displaying errors.

If none of the steps above helped, you can simply check the error logs. Note, that there might be several error logs depending on your particular setup.

Since 1 January 2016 we'll be removing Joomla 2.5 support from all our extensions, where applicable. Joomla 2.5 support is now considered as customization and not free. It should be paid on a regular basis (see Support page for rates). We highly recommended you to upgrade to the latest Joomla version.

All products produced by The Krotek are released under the GNU General Public License, version 2. Specifically, the PHP code portions are distributed under the GPL license. If not otherwise stated, all images, manuals, cascading style sheets, and included JavaScript are NOT GPL and may not be redistributed or repackaged for use other than those allowed by the Terms of Service.

Buying any The Krotek products (on thekrotek.com or any 3rd party site) means, that you accept this End User License Agreement (EULA).

Product delivery

All products are delivered electronically, boxed products, discs and manuals are not available, graphic images of boxes are for displaying purposes only. After your payment you will be provided with a link to download the purchased product, which will be available for you while your license is active. In case of any download issues, please, contact us via email, given on Support page.

Modifications and ownership

You may NOT claim intellectual or exclusive ownership to any of our products, modified or unmodified. Including so called "Dutch treat" purchases.

Our products are provided "as is" without warranty of any kind, either expressed or implied. In no event shall we be liable for any damages including, but not limited to, direct, indirect, special, incidental, consequential or other losses arising out of the use of or inability to use our products.

You are authorized to make any necessary modifications to our products to fit your purposes. You may also order code changes required for your needs as custom development.

Paid support

We offer full support as a part of your purchase, except template related issues (CSS, layout etc) and compatibility with 3rd party extensions. If you have a problem or question, please, contact us via email, given on Contacts page, and provide detailed description of your issue. We try our best to respond within 24 hours but we can't guarantee it. Extra support for custom modifications or template related issues (CSS, layout etc.) will be charged separately on an hourly basis.

NOTE: We do NOT accept videos in support requests and never provide support for requests with videos. Until you provide us a proper description of the issue in plain text and screenshots, we won't be able to help you.

Free support

We do not provide support for free products, they are distributed "as is". You can always contact us via email, given on Contacts page, and report an issue or request a feature. But we can not guarantee, that issue will be fixed and feature implemented.

Upgrade policy

Every purchased product has a 180 days license. All upgrades and support during this period are free. At the end of the 180 days period you'll have to purchase a new license to be able to download purchased products, receive further updates and support. Functionality of the product with expired license will not be limited besides possible limitation with saving options, until you uninstall the product, reset its options or try to apply the expired license on another installation.

Refunds and exchanges

Due to GPL license restrictions, all sales are final. We cannot provide refunds, returns, or demo copies of our products. If you have any questions or concerns before you buy, or if you experience issues with installation or usage of our product, please, contact us via email.

In case of exchange request, we can provide a replacement, only if purchased product wasn't downloaded yet. We track all download attempts for all our products, and if you downloaded purchased item at least once, exchange will not be possible.

Usage terms

You are allowed to use purchased product and receive support only for one domain. You are allowed to make any changes to the code, however modified code will not be supported.

Please contact us if you have any requirements that are not covered by these terms. This license is subject to change without notice. It is the responsibility of the customer to review any EULA changes.

Since 1 January 2017 we'll be removing OpenCart 1.5 support from all our extensions, where applicable. OpenCart 1.5 support is now considered as customization and not free. It should be paid on a regular basis (see Support page for rates). We highly recommended you to upgrade to the latest OpenCart version.

Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.

What personal information do we collect and when?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address or other details to help you with your experience. We collect information from you when you register on our site, place an order, subscribe to a newsletter or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

• To personalize user's experience and to allow us to deliver the type of content and product offerings in which you are most interested.
• To allow us to better service you in responding to your customer service requests.
• To quickly process your transactions.
• To send periodic emails regarding your order or other products and services.

How do we protect visitor information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible. We use regular Malware Scanning.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use 'cookies'?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

• Help remember and process the items in the shopping cart.
• Understand and save user's preferences for future visits.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.

If you disable cookies off, some features will be disabled It won't affect the user's experience that make your site experience more efficient and some of our services will not function properly. However, you can still place orders .

Third-party disclosure and links

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. We do not include or offer third-party products or services on our website.

If there are any questions regarding this privacy policy you may contact via email support@thekrotek.com.

Support for all our extensions is absolutely free during the license period of 180 days. If you have any issues with one of our extensions, got an idea or pre-sales questions, feel free to contact us via email: support@thekrotek.com. You may also use our support forum for the same purposes.

Don't forget to include error messages (if any) or screenshots with them in your support request or forum post.

Limitations

All our extensions, purchased on our site or any other software market are subjects of the following limitations:

• Outdated versions of our extensions are not supported at all. You need to update purchased extension to the latest version before contacting support.
• Free support excludes CSS/template incompatibilities or any kind of customizations. If you want our help on one of these matters, you can always order a paid service (see below).
• OCMod (XML) files, which contain modifications for templates are guaranteed to work with default template and any others, which follow its structure. For other templates you will have to adjust OCMod file by yourself or use our paid service.
• We guarantee, that all our extensions will work in standard environment. However it is possible, that some compatibility issues with 3rd party extensions may occur. We do not and absolutely can not provide free support for such issues. They are always considered as customization and should be paid on regular basis.
• Support for free extensions is limited. You can always send us a bug report, but we can not guarantee a reply or timely bug fix.

NOTE: We only support official releases of frameworks. Compatibility with forks and any other unofficial releases is not guaranteed, we provide only paid support for such releases even if the license is still active. See the License Agreement for more info.

Third party extensions support

Some of our extensions communicate with 3rd party software like Kunena, K2, JomSocial etc. We provide support only for latest versions of supported 3rd party software. If you're having any issues with displaying external data in one of our extensions, you need to upgrade 3rd party software to the latest version before contacting us.

NOTE: If you're using Journal 3 theme, please, read this note.

Paid Services

Apart from free support we offer paid services, mostly for any kind of customization. Minimum price of such service is 20 EUR. If you require a customization, please, contact us via email: support@thekrotek.com.

All paid services provided only after full payment and are non-refundable. Negotiated price is always final and will not change, even if we spend more or less time with your task.

Donations

If you use one of our free extensions and want to make a donation as a token of gratitude, you can easily do this by sending any amount via PayPal. Just use our email support@thekrotek.com to send money and enter extension's name in transaction comment.

If you experienced any kind of problem with extension and require support, you need to properly describe the issue. Otherwise discussion with support may take a while and you will spend a lot more time on solving your problem.

A few things you need to consider before you contact support:

• Be as much precise as possible. Never ever write "doesn't work", "nothing works" etc. - it doesn't make sense to any developer.
• Explain your issue so we can reproduce it. Don't try to record a video - this is very time consuming and often unclear way of demonstration.
• Don't pile all issues in one email, take one or two and describe them. When previous issues are solved, proceed with the next couple.
• Clear your browser cache, your site's cache and any other cache you may remember.

In your report of every issue include the following:

• A brief overview of the issue ("When resizing the browser the cart overlaps the search").
• Steps to reproduce ("Open any page, resize the browser, look for the cart module on top right").
• What happens after performing the steps above ("The shopping cart overlaps the search box").
• Expected result ( "The shopping cart should wrap down below the search box").
• Screenshots, which demonstrate the issue, or link to your site, where issue can be reporduced.
• Additional information: browser and its version, framework and its version, presence of 3rd party processors like VQMod or advanced installers.

Displaying error messages

Sometimes something isn't working properly, but errors are not displayed at all or generic message like Error "500" is displayed. You may also see a blank page, which always means, that there's an error out there.

To display error messages, start with checking your php.ini file and add or uncomment these lines:

display_errors = Off
error_reporting = E_ALL

If this won't help, try the same with .htaccess file:

php_flag display_errors On
php_value error_reporting E_ALL

If you still don't see error messages, this means they're suppressed somewhere on parent level. In this case you need to contact your hosting provider and ask him, how to enable displaying errors.

If none of the steps above helped, you can simply check the error logs. Note, that there might be several error logs depending on your particular setup.

All extensions produced by The Krotek are released under the GNU General Public License, version 2. Specifically, the PHP code portions are distributed under the GPL license. If not otherwise stated, all images, manuals, cascading style sheets, and included JavaScript are NOT GPL and may not be redistributed or repackaged for use other than those allowed by the Terms of Service.

Buying any The Krotek extensions (on thekrotek.com or any 3rd party site) means, that you accept this End User License Agreement (EULA).

Product delivery

All products are delivered electronically, boxed products, discs and manuals are not available, graphic images of boxes are for displaying purposes only. After your payment you will be provided with a link to download the purchased product. In case of any download issues, please, contact us via email, given on Support page.

Modifications and ownership

You may NOT claim intellectual or exclusive ownership to any of our products, modified or unmodified. Including so called "Dutch treat" purchases.

Our products are provided "as is" without warranty of any kind, either expressed or implied. In no event shall we be liable for any damages including, but not limited to, direct, indirect, special, incidental, consequential or other losses arising out of the use of or inability to use our products.

You are authorized to make any necessary modifications to our products to fit your purposes. You may also order code changes required for your needs as custom development.

Paid extensions support

We offer full support as a part of your purchase, except installation, setup and template related issues (CSS, layout etc). If you have a problem or question, please, contact us via email, given on Contacts page, and provide detailed description of your issue. We try our best to respond within 24 hours but we can't guarantee it. Extra support for custom modifications or template related issues (CSS, layout etc.) will be charged separately on an hourly basis.

NOTE: We do NOT accept videos in support requests and never provide support for requests with videos. Until you provide us a proper description of the issue in plain text and screenshots, we won't be able to help you.

Free extensions support

We do not provide support for free extensions, they are distributed "as is". You can always contact us via email, given on Contacts page, and report an issue or request a feature. But we can not guarantee, that issue will be fixed and feature implemented.

Upgrade policy

Every purchased extension has a 180 days license. All upgrades and support during this period are free. At the end of the 180 days period you'll have to purchase a new license to receive further updates and support. Functionality of extension with expired license will not be limited besides saving options.

Refunds and exchanges

Due to GPL license restrictions, all sales are final. We cannot provide refunds, returns, or demo copies of our products. If you have any questions or concerns before you buy, or if you experience issues with installation or usage of our product, please, contact us via email.

In case of exchange request, we can provide a replacement, only if purchased extension wasn't downloaded yet. We track all download attempts for all our extensions, and if you downloaded purchased item at least once, exchange will not be possible.

Usage terms

You are allowed to use purchased extension and have support on ONE domain. You are allowed to make any changes to the code, however modified code will not be supported.

Please contact us if you have any requirements that are not covered by these terms. This license is subject to change without notice. It is the responsibility of the customer to review any EULA changes.

Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.

What personal information do we collect and when?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address or other details to help you with your experience. We collect information from you when you register on our site, place an order, subscribe to a newsletter or enter information on our site.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

• To personalize user's experience and to allow us to deliver the type of content and product offerings in which you are most interested.
• To allow us to better service you in responding to your customer service requests.
• To quickly process your transactions.
• To send periodic emails regarding your order or other products and services.

How do we protect visitor information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible. We use regular Malware Scanning.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

Do we use 'cookies'?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We use cookies to:

• Help remember and process the items in the shopping cart.
• Understand and save user's preferences for future visits.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.

If you disable cookies off, some features will be disabled It won't affect the user's experience that make your site experience more efficient and some of our services will not function properly. However, you can still place orders .

Third-party disclosure and links

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. We do not include or offer third-party products or services on our website.

If there are any questions regarding this privacy policy you may contact via email support@thekrotek.com.