To get information regarding our products and services, you can send your request:

• from our live chat clicking on "Chat with us". 
• from our contact form

Keep in mind that these services are in no case technical support.

Also, on the Changelog tab of each product page, you can find detailed information about all new versions available. 

You don’t have to pay any additional cost after purchasing our products (except for Support period).

However, professional installation/configuration or customization services have to be paid for. 

We also offer discounts on bulk orders and reward our best customers with our Reseller program.

To know more about these two options, you can click on this link: 
https://www.wyomind.com/partner-program.html

If for any reason buyers are dissatisfied with their purchase, we offer a full refund on ALL their products (request must be made within 30 days from the date of purchase).

Any refund request received after this period will be declined.

Also, to be accepted, refund requests must be sent by email and include the license "Activation Key”.
Please note that professional installation/configuration or customization services cannot be refunded.

When a new version of Magento is released, we do our best to update our products as shortly as possible in order to be compatible with it.

On all our product pages are listed the versions compatible with both Magento® Enterprise Edition and Magento® Community Edition from the Compatibility tab. 

We provide a demo for our products to get a better insight into how the product works and all the features it offers before purchasing it.

You can find all our extensions available for Magento 2 on Magento Marketplace.

However, we highly advise you to purchase directly from our website wyomind.com as you'll get lower prices (additional fees are applied to our base price on Magento Marketplace) and direct customer support from our team. 

Also, keep in mind that all purchases made on Magento Marketplace are not linked to your Wyomind's account.

Therefore, if you purchased our extensions on Magento Marketplace, you'll have to contact us to get your activation key (without the key, you won't be able to use the extension).

To contact us, fill in an inquiry here: 
https://www.wyomind.com/contact.html 
Don't forget to include your order number in the email. 

A license is valid for an unlimited period of time on one single installation

• If you're using more than one installation, you will have to buy a separate license for each instance.
• if you're running several domains on a same installation, you will need only one license for all of them.

You can pre-register your live domain to your license in advance.

Thanks to this option, you'll be able to get the module ready to use on your domain before it goes live.

To pre-register your production domain: 

1. Go to:
   mY accountLicenses & DOwnloads
2. Click on the Settings icon next to the module you want your domain to pre-register on.
3. Click on the link at the bottom of the page saying:
   Do you want to pre-register your domain in order to be ready to go live?
   
4. Finally, enter your domain name and click on pre-register now .
   
   

One license is valid for an unlimited period of time on one installation only. However, it is possible to extend or transfer your license in 2 cases: 

• If you would like to add your testing environments to your license. 
  In that case, it is possible to extend your license to an unlimited number of domains for free.
  For  mywebsite-staging.com or mywebsite-dev.com
• If you want to transfer your license to another live domain.
  In that case, the Support & Upgrade period for your license must still be active.

To be able to use the extension on both your production and testing environments, follow the instructions below:

1. Download the extension.
   (see FAQ: Extensions download)
2. Install the extension on your environment.
   (see FAQ: Modules installation in Magento or in WooCommerce)
3. Activate the license.
   (see FAQ: Licenses activation in Magento or in WooCommerce)

For some modules, you can get a free trial license. 

That license allows you to use the module for free on a domain for 15 days.

You just have to click on Free Trial.

Choose the platform you want to use and click on Download now.

You'll then be able to download the module from your Wyomind account in:
my accountLicenses & downloads

Finally, you'll be able to install and activate the license using the credentials as well as the activation key available in your Wyomind account.

When having a lot of registered domains, it can be complicated to have good visibility in your Wyomind account. 

You have the possibility to assign and group all the staging/test/development environments under one production domain. 

For example, below https://staging.mywebsite.com should be under https://www.mywebsite.com.

For that, move your mouse over the staging url. A button should display. Click on it.

You'll have the choice between:

• Remove from production
• Set as staging of

You can simply choose the production domain for that URL. 

At Wyomind, support is part of the extension you are buying from our website. Our team, composed of Magento certified developers and specialists, offers outstanding support and answers to all your questions in record time. This is why support can't be provided without any cost. 

Anybody who purchases at least one of our extensions automatically receives 12 months of technical support to successfully complete a project.

Once the 6-month period is over, no support for extensions usage and configuration can be offered. However, if you're still having questions, you can subscribe to a new Support &  Upgrade plan and extend your Support period directly from your Wyomind account.

Prices for Support vary from €95 to €185  for 12 months (from €7,90  to €15,40/month).

Some key figures

• At Wyomind, we guarantee all our customers a response time under 24 hours, 7 days a week.
• On weekdays and during office hours, 95% of opened tickets receive a first answer within one hour.
• On weekdays and during office hours, 90% of messages (after the first message) receive an answer within one hour.
• 70% of tickets find a solution within the first 48 hours.

In the case where your Support period expired but you still need our team to help you with your project, you can easily renew your Support plan from your Wyomind account. 
 

From the Support section

To renew your Support period, go in: 
My accountSupport

1. Click on Support Renewal .
   
2. Add your Activation key in the Domain(s) to update field and click on the V . 
   
   
3. Select the domain(s) to update.
   
   
   

You can now click on Buy Now  to extend your Support period. 
 

When creating a ticket

You can also renew your Support period when creating a ticket from: 
My accountSupport

1. Choose the extension for which you want to receive support and click on the +  icon. 
   
2. Choose the domain for which you want to receive support and click on the Cart icon
   
3. You"ll now be able to renew your Support period from the pop-up window. 
   

Anybody who purchased at least one of our modules receives a 12-months technical support.

To submit a support request, you can fill in a ticket from your Wyomind account in:
My Account  support Create a ticket

Please include as many details as possible in your ticket (screenshots via links, settings, steps followed etc..).

There, you will also be able to find all the tickets you've sent to our team and check if your new ticket has been replied to.

In the case where your Support period is expired but the issue appears to be a bug or a malfunction, your message will be transferred to our Support team.

In order to download the extension, log into your Wyomind account:

1. Go to:
   my accountLicenses & downloads 
2. Click on the settings icon next to the extension.
   
   

   A new window opens.

3. Click on the download icon.
   

When purchasing a module from wyomind.com, you benefit from 12 months of upgrade. Within this period you can at any time download the latest version of the module directly from your account.

To upgrade the extension, follow the steps below:

1. Go to:
   my accountLicenses & Downloads
2. Click on the settings icon next to the extension.
3. Click on the download icon.
4. Install the new version of the extension in your Magento admin or your WooCommerce back-office.

Our versioning system allows you to easily check if a new version of the module is available to download and also to keep a record of its evolution.

The versions are numbered according to the changes made on the modules:

• The first number represents a refactoring:
  v1
• The second number represents a major change:
  v1.1
• The third number represents a minor change or a bug fix:
  v1.1.1

You can find all new versions of the modules in the Changelog tab.

You can install the extension manually.

1. Download the extension (zip file) on:
   mY ACCOUNTLicenses & Downloads
    
   Refer to the FAQ: Extensions download
2. Once the extension is downloaded, open the folder and unzip it.
3. Copy the content of the unzipped folder and paste all files and directories in your Magento 2 root directory.
   
4. In your Command Line Interface, execute:
   

   bin/magento setup:upgrade 

   If you are using a production mode, execute also:

   bin/magento setup:static-content:deploy  

   bin/magento setup:di:compile  

You can install the extension using Composer software in two cases:

• if you purchased the extension on Magento Marketplace.
• if you purchased the extension on Wyomind.com AND requested access to our repository:
  repo.wyomind.com

1. Add to your composer configuration our repository:
   

   composer config repositories.wyomind composer https://repo.wyomind.com 

   
   
2. Execute Composer command:
   

   composer require wyomind/extensionnamespace

3. Then go in your Command Line Interface and execute:
   

   bin/magento setup:upgrade ​

4. If you are using a production mode, also execute:
   

   bin/magento setup:static-content:deploy  ​

   bin/magento setup:di:compile​

To uninstall the extension, start with disabling the extension running the following command:

bin/magento module:disable Wyomind_ExtensionNamespace

Then, you have 2 ways to uninstall the extension depending on how the extension has been previously installed: 

• Manual installation
  

  Run the extensionnamespace-uninstall.sh file (you can find it in the extension zip folder) from your Magento root directory:

  sh extensionnamespace-uninstall.sh

   

• Installation via Composer
  

  Run the below command line:

  composer remove wyomind/extensionnamespace

Once the uninstallation is over, refresh your cache and enable the compiler back again (if you use it). 

You can install the extension via Web Setup Wizard if you purchased it from Magento Marketplace only.

To know how to proceed, all steps are described in the link below: 
http://docs.magento.com/m2/ce/user_guide/system/component-manager.html

Next step is to activate your license:
Extension activation

Once the extension is installed, you have to activate the license. For previous versions, you can activate the license from your back-office:

1. Go to your Magento admin panel. A message pops up at the top of the page.
   

   
   

   If the message doesn't appear then you must check that:
   
      1. The Adminhtml_Notifications and Wyomind_Core modules are well enabled.
      2. The HTML output of the Adminhtml_Notifications and Wyomind_Core modules are not disabled in:
   storesconfigurationadvanced advanced
      3. The encryption key well exists in app/etc/env.php:
   

   <?php
    return array(
    'backend' => array(
    'frontName' => 'admin'
    ),
    'crypt' => array(
    'key' => '1e8f3c6772b7a6a6689c3c8cefa4ccf0'
    ),
    /* ... */
    )
   ?>​

2. Copy your activation key in:
   StoresConfigurationWyomind Your extension
   
   You can find your activation key in 2 different places:
   -  In the confirmation email that you received after purchasing the extension.
   -  In your Wyomind account:My account Licenses & downloads
   Select the extension and click on  .
   
   A new page opens where you'll find your activation key (see below).
   
   
   
3. In your Magento admin go to:
   StoresConfigurationWyomind Your extension
   
   Paste the activation key in the Activation Key field and choose between the automatic (yes) or the manual (no) activation method:
   -  By choosing Yes, the connection to Wyomind license server will be automatic.
   -  By choosing No, you will have to log on to Wyomind license server yourself.
   
   
4. Click on Save config .
5. A message appears at the top of your admin panel. Click on that link: 
   Activate it now!
   
6. Copy and paste the license code in the License code field from your admin or simply click on Activate now! 
   
   
   
7. Finally, refresh your cache, log out and log in back straight after, to complete the installation.

Add another domain to your license

To activate the license on another domain (test, staging...):

1. Once the extension is installed on the new domain, copy your activation key in:
   StoresConfigurationWyomind Your extension
2. After having saved the configuration, a notification appears. Click on Add this domain to my license.

   

3. A transfer request will then be sent to our team within an hour.
   Once the request is taken care of, you will receive a confirmation email.
   If your transfer request is accepted, you can use the extension on both environments at the same time.

Note that the order in which you activate your license on your domains does not matter. You can start with your staging/dev/local environment or with your live domain, the process will be the same.

Once the extension is installed, you have to activate the license.

For this, you can use the below command line (change the Activation key with the corresponding value):

bin/magento wyomind:license:activate Wyomind_ExtensionNamespace <YOUR_ACTIVATION_KEY>

To retrieve the list of all the available modules as well as the licenses status, please use:

bin/magento wyomind:license:status

 Among the different status, you can find: 

• registered = your license is registered
• pending = you need to run the activation command line
• invalidated = the license has been invalidated due to a wrong activation key or a license infringement

To activate several licenses at the same time, use:

bin/magento wyomind:license:activate \
Wyomind_Extension1,Wyomind_Extension2 \
ACTIVATION_KEY_1,ACTIVATION_KEY_2

or:

bin/magento wyomind:license:activate \
Extension1,Extension2 \
ACTIVATION_KEY_1,ACTIVATION_KEY_2

You can find your activation key in 2 different places:

• In the confirmation email that you received after purchasing the extension.
• In your Wyomind account:My account Licenses & downloads
   
  Select the extension and click on the download icon.
  A new page opens where you'll find your activation key (see below).
  
  

To activate the license on another environment:

1. Once the extension is installed on the new domain (check how to install the extension), activate your license using the following command line:
   

   bin/magento wyomind:license:activate Wyomind_ExtensionNamespace <YOUR_ACTIVATION_KEY>​​

2. In the case where your license is already activated on a domain, the following message will display: 
   All licenses for this activation key have been registered.
   Would you like to add https://www.your-domain.com to your license? yes / no
3. To link the domain to your license, answer:
   

   YES

4. You can also run the below command line to send the request automatically:
   

   bin/magento wyomind:license:activate Wyomind_ExtensionNamespace <YOUR_ACTIVATION_KEY>​​ -r

5. A transfer request will then be sent to our team within an hour.
   Once the request is taken care of, you will receive a confirmation email and you will be able to use the license on your new domain.

Once the extension is installed, you have to activate the license.

Our license activation system needs to use soap, in the case where the activation has failed, please contact us with:

• your Magento version
• your base URL domain
• the extension name
• the extension version

Our team will then be able to provide you with your license code.

You'll then have to run the below command lines (change the Activation Key and License Code with the corresponding value):

bin/magento wyomind:license:insertkey Wyomind_ExtensionNamespace <YOUR_ACTIVATION_KEY>​

bin/magento wyomind:license:insertcode Wyomind_ExtensionNamespace <YOUR_LICENSE_CODE>

If "Request an IP unlock" appears in your Magento admin panel, it probably means that you have entered the wrong activation key too many times in your system. 

To solve this issue, follow the below steps:

• Click on Request an IP unlock.
• Our team will accept your request within an hour.
• Once your IP unlock request is accepted, paste your activation key in the Activation Key field.
• Click on Save Config  in:
  StoresConfiguration Wyomindyour extension

Then, you will be able to activate your license.

If you keep getting the same "Request an IP unlock" message in your Magento admin panel:

1. Empty the License code field in:
   Stores Configuration WyomindVotre extension
2. Click on Save config . 
3. Finally, reactivate your license by clicking on Activate Now!.

If your request has not been accepted by our team, it might be because of the following reasons:

• The requested production domain is run on a different installation than your first one.
  In this case, you will have to purchase a new license.
• The domain is neither staging, dev nor local.
  If your domain is not used solely for testing or development purposes and is run on a different installation, you'll have to purchase a new license.

In the case where you've purchased the professional installation service, our team we will need the below information in order to proceed to the installation of the extension : 

• a valid FTP access (host, login and password)
• an access to your admin panel (url, login and password)
• an SSH access (for Magento 2)

Feel free to create a ticket including the above info from your Wyomind account in Support, or contact us via the following form. 

So that our team can proceed with the configuration of your data feed, we need you to share the access to your Google Merchant account with us. 

As Google Partner, we offer you many possibilities to manage your products on Google. Feel free to check our Google Shopping services for more information about the data feed configuration.  

To share your access, go to your Google Merchant account. 

1. Click on Users from the parameters on the top of your account. 
   
2. Click on the +  icon to add a user and fill in our email address (contact us to see what email address you should use). 
   
3. You can choose Standard as the user access.  

So that our team can proceed to the configuration of your data feed, we need you to share the access to your Google Ads account with us.

As Google Partner, we offer you many possibilities to manage your products on Google. Feel free to check our Google Shopping services for more information about the data feed configuration.  

To share your access, go to your Google Ads account.

1. First send us your account ID that you can find on top of your account next to your company name. We'll then be able to send you a request.  
2. When it's done, you should have received an email. You can also check in the Managers section of your Google Ads account.
   There, you should see a request from Wyomind in your Link requests. Click on Accept from the Actions column.
    
3. A confirmation popup is displayed, click on Grant Access.
   
4. Once you've granted access, you should see Wyomind among your Managers.
    

This issue may be due to a problem during the installation process.

You will be able to fix it by following these steps:

1. Access your database via your control panel (Phpmyadmin for example).
2. From the setup_module table, delete the entry Wyomind_extension.
   Be careful, that entry depends on your extension. For example, if you have the extension called Simple Google Shopping, you should delete Wyomind_SimpleGoogleShopping.
3. Logout from your Magento 2 admin.
4. Log into your Magento 2 admin.

How do cron tasks work?

• The cron.php file (available in the pub directory of your Magento 2 root directory) is regularly launched from your server side (generally every 5 minutes).
• The cron task for the extension is targeted and evaluates if a data feed or a profile needs to be refreshed (depending on the timestamp stored in the database and on the schedule table for this specific profile).
• If the above condition matches, then the data feed and the profile is re-generated.

Be sure that you have correctly configured a scheduled task from the server side (cpanel) targeting the cron.php file in your magento 2 installation.

The extension includes reporting and debug tools for the scheduled tasks available in:
StoresSettingsConfigurationWyomindthe extension

For more information on the configuration of cron tasks in Magento 2, you can check their documentation.