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FAQ

Purchase

  1. Why do I need to register to make a purchase?

    You need to register when making a purchase from AITOC so that we can associate you with your purchases.

    Benefits of being a registered AITOC’s customer include:

    • 6 months of free support since purchase date;
    • Timely Updates for purchased extensions;
    • Optional newsletter with valuable information;
    • Participation in our Discount Program that offers a great discount plan.

  2. When will I get my extensions?

    You will receive the download information that will become active as soon as the transaction is complete and the verification is over. We accept payments through Google Checkout and 2Checkout payment gateways. Verification on Google Checkout takes about 10 minutes. 2Checkout Verification is more complicated and takes several hours.

  3. How do I pay with PayPal?

    To pay with PayPal, please use the 2Checkout payment gateway. There you’ll be able to choose PayPal as your payment method.

  4. Is my payment secure?

    AITOC doesn’t collect and doesn’t store the information about clients’ credit cards. All the credit card data is entered on the 2Checkout or Google Checkout payment gateways.

Support

  1. How do you provide Support?

    We will provide support and bugfix services via support tickets system on the products’ pages, Monday – Friday, 8 am - 5 pm GMT (3 am -12 pm EST). To request support services, please submit a ticket in the Support tab on the product in question.

  2. Why do I need to provide Admin Panel details?

    We ask for admin panel details so that we can diagnose and solve the problem. All your data is protected by our Privacy Policy

  3. How long does it usually take to get a response for my support ticket?

    We usually respond within 24 hours on weekdays. If you submit your ticket late Friday-Sunday, the response might be delayed. Please don’t create several support tickets, as it won’t speed up our response but will only delay it. It’s best to keep all the communication in one initial ticket.

  4. Do I qualify for free support services?

    We provide free support services for 6 months since product purchase date. Free support does not include achieving compatibility with third party solutions and is not provided if the Product has been customized. In cases when extraordinary support efforts will be required Customer will be offered either paid support service or refund of the Product cost.

Compatibility and Updates

  1. What Magento version are AITOC extensions compatible with?

    All AITOC extensions for Magento work with the Community Edition. Specific compatibility information is stated on each extension’s page.

  2. I need your extension on my Professional/Enterprise Edition, what do I do?

    Some of our extensions are compatible with Magento Enterprise Edition, they are available at http://www.aitoc.com/en/enterprise.html If you need other extensions to be compatible with Enterprise or Professional Editions, please contact us for a quote on the custom work.

  3. Are your extension compatible with 3rd party extensions/themes?

    We try to minimize potential conflicts with the 3rd party extensions when developing our product. However, we can’t be held responsible for the quality of 3rd party products. If you think that there might be a problem, it’s highly recommended to purchase the extension along with our Professional Installation service.

  4. I have an extension that was working fine on my Magento. I have upgraded to a new version of Magento and extension is not working? What should I do?

    You need to obtain a version of this extensions that is compatible with the Magento version you’re using. Please refer to the questions below for details.

  5. How can I get the latest version of extension I have previously bought?

    All latest updates you are eligible for are available for download in your account area. Please note that all updates are available to you free of charge for 6 months after the original purchase date, unless you’ve purchased the extension under old License scheme ( in this case discount equals to the price the Customer originally paid for the Product with Simple License with extra 25% discount for any License option). After that the update is available to you with a 25% discount of the current product price. This issue is described in more detail in the License Agreement that comes with every product.

  6. How do I buy a Paid Update?

    Please navigate to you My Downloadable Product section and unfold the Available Updates section of the corresponding Extension package. In the list of available updates you need to choose the latest package update. Click 'Purchase Update' link for the update and you will be redirected to the Shopping cart with discounts applied. With this purchase you will also get another 6 months of free updates and support.

Pricing

  1. The extension’s price depends on the total number of products, but I have only a few configurable products and many simple associated products. Why do I have to pay for all enabled products, when only my configurable products are displayed in the front-end?

    We’ve taken such and similar situations into consideration when pricing the license options for each extension. The price is based on the total number of enabled products whether or not they are displayed in the front-end.

  2. I don’t think your pricing approach is fare. Having more Stores/Users/Products doesn’t mean more revenue, so why should people with more Stores/Users/Products pay more?

    Although it may not always be the case, usually people with more Stores/Users/Products make more money. The logic behind our pricing is to make our extensions affordable to the owners of the newly-launched stores, and upgrade their licenses as their business develops. We believe our pricing makes sense, and so do our customers. If the pricing is unacceptable to you, please don’t try to convince us it’s wrong overall.

  3. I think your extension is underpriced. Can I pay you more or make a donation?

    Sure! Drop us a line at sales@aitoc.com

License Agreement

  1. What type of License do you offer?

    AITOC offers a Single Install License for Magento extensions. Each extension can be used on one Magento installation.

    A sold license does not include ownership of any original works, part of thereof or any documentation or derivative works of the Product.

  2. Where can I find the full text of your License Agreement?

    License Agreement is available here

Installation/Uninstallation

  1. I have bought Professional Installation Services along with extensions. What are my next steps to get it installed?

    After the order is complete, you will get an automated e-mail from our support system. Please make sure you reply to it and provide site URL, admin username and password and ftp account details, so that we can proceed with the installation.

  2. I have bought Professional Installation Services along with extensions. When can I get the extension installed?

    On weekdays we will install the extension within 24 hours after we receive all requested info from you (please see the question above). If you submit your ticket on Friday-Sunday, we will install the extension not sooner than the next Monday.

  3. I can’t install an extension, what do I do?

    It is not possible to install the extension under the following conditions:

    • The extension is being installed on a local host, which does not have internet access;
    • The extension version downloaded from our website is not compatible with the Magento version you are using;
    • Firewall blocks queries to our server;
    • NAT or proxy through which queries go to our server was blocked because of too many requests in a short period of time.

    If one of these conditions apply, please eliminate them and proceed with the installation. If none apply, please buy a Professional Installation service.

  4. How do I uninstall the extension license?

    If you need to uninstall an extension license for some reason (for example to transfer it to a different site, etc), please go to Admin area >> System >> Manage Aitoc Modules and click “Manage” link. On the license page click “Uninstall License” button.

  5. How do I properly install the extension update?

    Before installing the update, please create full backup of your site. Backup can be used to quickly restore your site if there are some issues after update installation and to recover extension modifications, as they most likely will get overwritten.


    To install the update:

    • Disable the extension;
    • Unzip the update package;
    • Upload the extension folders and files to the root folder of your Magento;
    • Refresh cache (System >> Cache Management);
    • Go to System >> Manage Aitoc Modules and reactivate the extension.

    Sometimes extension license can get uninstalled. If this happens in your case, please reinstall the license.

    If you update from an old license scheme to new one, please disable the old extension and install the new extension as indicated in the Installation/Uninstallation Guide that comes with every product.

License Installation, Upgrade and Transfer

  1. What is AITOC Installation Module?

    Our installation module is a separate Magento module which comes with every AITOC product. It is turned on automatically after an extension package in uploaded to Magento and cache is cleared. The module adds autoloader to Magento. The module also disables part of Magento compiler, which is disabled by default. This is done to make our and third-party extensions more stable. The module can’t be disabled (unless its files are deleted from the server) and our extensions will not work without it.

  2. If we purchase a license covering a certain quantity of Products/Users/Stores, is it possible to upgrade this license in the future?

    Yes, it is possible. License upgrade is needed when your website is about to or has exceeded the license limitations - e.g. allowed number of products, number of stores or admin users.

  3. When I buy License Upgrade, do I have to pay the total cost of the product?

    No. When you buy an upgrade, the initial amount you spent on the extension will be subtracted. When you upgrade the license, please select the total number of Products/Users/Stores you need, not the amount of Products/Users/Stores you need to add.

  4. How do I proceed with buying a License Upgrade?

    In your Admin Panel, go to System > Manage AITOC modules > Manage (or Install, if you haven’t yet installed the License or your License is violated). There will be a link to Buy license upgrade. Make sure you use the same account you initially used to buy the extension. There is a Purchase-Upgrade Guide available in the Docs&Help tab on each product page. You will be redirected to our website. After login you will get to the shopping cart with the appropriate extension in it. Please choose the number Stores/Products/Users appropriate for your website and complete the checkout process.

    You may also buy the License Upgrade on the website. In you Account Area, please go to Available Licenses tab and select the necessary extension and click on the Upgrade License link. You will be redirected to the shopping cart with the extension in it. Please select the License option that fits your needs. The price you’ve initially paid for the extension will be discounted automatically.

  5. How do I install the License Upgrade?

    After you’ve completed the checkout process (see the question above), download the upgrade package from our website. Unzip the package and upload its folders to the root directory of your Magento software, using an FTP client. Go to admin area >> System >> Manage Aitoc Modules and click “Manage” link (or Install, if you haven’t yet installed the License or your License is violated) next to the module being upgraded. On the license page click “Upgrade License” button.

  6. Do I need an extra license to install your extension on a dev. server?

    An extension license can be used only for one production Magento installation. It can also be used on an unlimited number of test Magento installations, if the installation domains comply with the following terms:
    - domain name should be of 4th or lower level (e.g. m1.shop.yourdomain.com);
    - or domain of 3rd level if it’s named test, dev, or stage and has numbers before or after if needed (e.g. test.myMagento.com, test11.myMagento.com, 1stage.myMagento.com)
    - or non-existing domain name, e.g. myMagento.local
    If you need to make a test install on a domain that does not comply to the above conditions, please submit a support ticket.

  7. How do I transfer my license to a different host?

    Regardless of whether you transfer your whole Magento installation to a new host, or just your extension license to a new Magento, you can do it without notifying AITOC Inc.To do that, please uninstall the extension on the original host/Magento and install it on the new host/Magento. If you haven’t done that, during the installation on the new host/Magento AITOC Installation Module will provide you with an option to uninstall the License on the old host/Magento.
    If you have transferred your Magento to a different host (e.g. from www.host1.com to www.host2.com) or your license to a different Magento installation and there are some issues with the extensions, please try to reinstall the extension and its license on the new host.

  8. If I buy Unlim version of the extension, can I install it on as many Magento Installations as I need?

    No, each License is good for one Magento Installation only. Unlim License option means you’re not limited in the number of Products/Users/Stores on your Magento Installation.

Troubleshooting

  1. We are using SVN and module license gets deactivated every time we check-in our work or sync development and live hosts. How do I prevent this from happening?

    To prevent your hosts from crashing you should follow major rules listed below:
    1. Do not migrate files and folders under var/ait_install folder between your hosts. These files should be unique on each host.
    2. Do not delete files and folders under var/ait_install folder.
    3. Please make sure that files and directories that described in Step 3 of AITOC's Installation Guide haven't lost full Read/Write/eXecute privileges after file migration.

  2. License violation.

    When license is violated, one of the following error messages is displayed:
    * 'The license for module `%s` has been violated'
    *Module `%s` has been uninstalled. Module license file not found or corrupted!
    * The license for module `%s` has been violated - module will be disabled.
    * License Rule "%s" violated. Available License value: %s; Currently Used value: %s. %s
    * You can't assign more than %d store(s) to use with "%s" module. Read AITOC License agreement for details. %s
    * You can't unassign store(s) to use with "%s" module. Refer to AITOC License agreement for details. %s
    * You should enable module for store %s in System/Configuration/Aitoc Module Manager. %s
    * You should enable module for all stores of website %s in System/Configuration/Aitoc Module Manager. %s
    * You should enable module for all stores in System/Configuration/Aitoc Module Manager. %s
    * You can't apply features of "%s" module for more than %d administrator(s). To save the settings, please remove excess users from the Role. Read AITOC License agreement for details. %s
    * The module "%s" is disabled for current store
    * You can't enable "%s" module because you exceed the limit of %d administrators. Check roles permissions for this module. Read AITOC License agreement for details. %s
    * The license for module "%s" has been violated. Module has been disabled.
    * You can't apply features of "%s" module for more than %d product(s). Read AITOC License agreement for details. %s


    Possible solutions:

    Depending on which extension purchased, please check if the number of products, stores or admin users, is less or equal to allowed by license. If it is more than allowed by license, please upgrade the license – see “License upgrade” paragraph above. Please check the version of installation module, it is indicated at the top of the installation page (System >> Manage Aitoc Modules), e.g. Aitoc Module Manager v2.7.5. If it’s older than 2.7.4, please contact us at support.aitoc.com and request updated installer. If the above does not help, please submit a support ticket.

  3. File missing

    If some file is missing, the following error will be displayed:
    * 'File does not exist: %s';


    Possible solutions:

    Please check if the file got copied from the module package to your server. If there’s no such file in the package that you’ve downloaded, please try to download the package one more time from your account at our website. If the above does not help, please submit a support ticket.

  4. Insufficient permissions

    If a file or a folder has insufficient permissions, the following errors will be displayed:
    * 'File does not have write permissions: %s';
    * Folder does not have write permissions: %s';


    Possible solutions:

    Please check if the file or folder has the needed permission. If not, please fix the permissions. If the file or folder has the needed permission and the error is still displayed, please submit a support ticket.

  5. File corrupted

    If some template, which needs to be patched by our extension has been modified, the following error will be displayed:
    * 'Magento file is corrupted or changed: %s'


    Possible solutions:

    Please follow the instruction available in the Admin Area when you press the Read Guide button under the error message, or submit a support ticket.

Refund

  1. What is your refund policy?

    Customer may demand a refund for any AITOC Inc. extension within a 30-day period from the date of purchase. Any clarification of Customer's refund claim within the 30-days period is optional. AITOC Inc. will check the compliance of all License information before resolving money refund issue. AITOC Inc. reserves the right to deny money refund claimed within the stated period if Customer’s License info is incomplete and/or incorrect. Refund requests submitted after the expiration of the 30 days period shall not be accepted. Custom services, including Paid Installation, are non-refundable.

  2. How do I request a refund?

    If for some reason you need a refund for our product, please uninstall the extension license at your site: go to Admin area >> System >> Manage Aitoc Modules and click “Manage” link next to the module being upgraded. On the license page click “Uninstall License” button. After that please request refund by submitting a support ticket in the Support tab on the product page.

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