License for Stage site - by Kate Ross - on WordPress WooCommerce support

This topic has 8 replies, 4 voices, and was last updated 3 years, 6 months ago ago by John Holden

  • Avatar: Kate_Ross
    Kate Ross
    Participant
    September 4, 2020 at 14:27

    Hello,
    I am unable to authenticate my license on a new staging site – please help. Thanks

    7 Answers
    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    September 4, 2020 at 14:51

    Hello,

    Could you provide a screenshot of the error?
    Make sure that you are using the latest version of the theme.
    Lightshot Screenshot tool https://app.prntscr.com/en/index.html makes screenshots and generates links then you can provide links of screenshots here via Private Content area – https://prnt.sc/u7vwsg

    Regards

    Avatar: Kate_Ross
    Kate Ross
    Participant
    September 4, 2020 at 15:10

    It isn’t the latest version of the theme…. we had a developer (now gone) purchase the theme for us and since have purchased support. Can we now download the current theme? I don’t see where I can do that for the moment…

    Avatar: Rose Tyler
    Rose Tyler
    Support staff
    September 4, 2020 at 15:22

    The latest version can be downloaded from ThemeForest – https://xstore.helpscoutdocs.com/article/4-theme-package

    Regards

    Avatar: Kate_Ross
    Kate Ross
    Participant
    September 4, 2020 at 17:02

    Sorry if i’m not clear but it appears that I do not have access to that! it is not in my downloads since our develper purchased it… Does that make sense? Should i have access to the download if we purchased support??

    Avatar: Olga Barlow
    Olga Barlow
    Support staff
    September 4, 2020 at 17:08

    Hello,

    Should i have access to the download if we purchased support??

    I’m not sure about this because it’s Envato support area. We don’t have control over the ThemeForest accounts of the user. But I don’t think that you are able to purchase support of you did not have theme in the Downloads list of your purchases. If not then you need to contact your developer. We can’t provide you access to theme on the support forum. You can download it only from the ThemeForest downloads area.

    Regards

    Avatar: Kate_Ross
    Kate Ross
    Participant
    September 4, 2020 at 19:16

    I’ve paid for a license… through that support… I have the theme… i just can’t update it…you can help with that?

    Avatar: John Holden
    John Holden
    Support staff
    September 5, 2020 at 05:54

    Hi,

    Please follow documentation here https://xstore.helpscoutdocs.com/article/63-theme-update

    Regards,
    Hung PD

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