Magento extensions & Pay-as-you-go development

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Magento 1 -Frequently Asked Questions
Are you looking for our Magento© 2 FAQ? Check our Magento 2 faqs.
Pre-sales informations

    You don’t have to pay any additional cost after purchasing our products (except to renew your 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

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

    • from our live chat clicking on "Chat"
    • from our contact form

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

    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.

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

    We provide a demo for all our products on Magento 1 and Magento 2 so that you can get a better insight of how the product works and all the features it offers before purchasing it. 

    Besides, if you are not satisfied with our product, we guarantee refunds under 30 days from the date of purchase.

License and domains

    We offer our customers who want to migrate their Magento 1 license to a Magento 2 license, the transfer at a reduced price. 

    You have the possibility to migrate your license directly from your Wyomind account in:
    My accountLicenses & Downloads

    Click on migrate to magento 2  in front of the extension and the domain you want to transfer. 

    Confirm you want to migrate your license to a Magento 2 license by clicking on Confirm and checkout .

    An invoice will be automatically added to your account from: 
    My accountInvoices

      

    The price of the transfer is equivalent to a 30% reduction compared to the price of the regular Magento 2 license.

    You can proceed to the payment by clicking on PP .

    Once the payment is done, you can go back to: 
    My accountLicenses & Downloads

    There you will be able to download and install your license for Magento 2. 

    Note that your license for Magento 1 will remain active indefinitely in your Wyomind account in order for you to migrate with peace.

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

    If you use more than one Magento installation, you will have to buy a separate license for each one.

    If you run several domains on the same Magento installation, you will need only one license for all of them.

    Although your license doesn’t have a limited period of validity, your support period does. By purchasing an extension, you’ll be granted a 6-month support period for free. Passed this period, you will have to renew your Support plan (see FAQ: How to extend my support period?).

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

    Thanks to this option, you'll be able to get the extension 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  next to the extension 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 .
    Attention, this doesn't mean your license is activated. You'll still have to activate it on your new domain when the extension is installed. 

    One license is valid for an unlimited period of time on one Magento installation only.  

    It is possible, however, to extend or transfer your license in 2 cases: 

    • If you'd like to add your testing environments to your license.
      In this case, it is possible to extend your license to an unlimited number of domains for free.
      For example mywebsite-staging.com or mywebsite-dev.com
    • If you want to transfer your license to another live domain.
      In that case, the support 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 production environment.
      (see FAQ: Extensions installation)
    3. Activate the license.
      (see FAQ: Extensions activation).
    4. From your Magento admin panel, enter your current Activation Key in:
      syStem CONFIGuration WYOMING YOUR EXTENSION 
    5. Save your configuration.


    Now that you can use the extension on your production environment, repeat the same steps as above on your testing environments.

    The only difference this time: a notification will appear in your Magento admin

    You will be given a choice between:

    1. buy a new license now
    2. add this domain to my license


    Click on Add this domain to my license.

    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.

    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.

    When having a lot of registered domains, it can be complicated to have a 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.myshop.com should be under https://www.myshop.com.

    For that, move your mouse over the staging url. An orange 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.

    Once it's done, a notification is displayed to confirm the change has been taken into account. 

Support

    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 6 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 plan and extend your Support period directly from your Wyomind account.

    Prices for Support vary from €50 to €75 for 6 months (from €8,3 to €12,5/month) and from €90 to €135 for 12 months (from €7,5 to €11,25/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.

    Renew your Support period from https://www.wyomind.com/support.html

    Anybody who purchased at least one of our extensions receives a 6-months technical support.

    To submit a support request, you can fill in a ticket by clicking on Create a new ticket  from:
    mY ACCOUNTsupport

    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.

    1. Choose the extension for which you want support and click on the icon. 
    2. Choose the domain for which you want to receive support and click on the icon. 
    3. Finally, send your ticket to our technical team including as many details as possible in your ticket (screenshots via links, settings, steps followed etc..).
    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 other case, you can renew your Support period from the following page: https://www.wyomind.com/support.html

    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

    3. Select the domain(s) to update.

    4. Finally, choose the Support period between 6 and 24 months. 

    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. 

    To renew your support, you can also go in the following page: https://www.wyomind.com/support.html
Extension versioning and download

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

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

        A new window opens.

      3. Choose the version of the extension.
        You will be able to choose the most recent version of the extension (for both Magento 1 and Magento 2).
      4. Click on  .

    Your download can start.

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

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

    • The first number represents 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 extension in the Changelog tab.

    When purchasing an extension from wyomind.com, you benefit from a lifetime upgrade. You can at any time download the latest version of the extension directly from your account. 

    To upgrade the extension, follow the steps below:

    1. Go to:
      my accountLicenses & Downloads
    2. Click on  next to the extension.
    3. Choose the latest version of the extension (for Magento 1 and Magento 2).
    4. Click on download .
    5. Install the new version of the extension to update your Magento admin. 

    Wyomind provides patch versions to download (for both Magento 1 and Magento 2), to fix bugs that occurred on your previous installed versions. 

    You will be able to download the patch from your Wyomind account.

    You can download the patch, the same way as you would a regular version by selecting it and clicking on the download  button.

Extensions Installation/Uninstallation

    To uninstall the extension, go on its zip folder and open it.

    You will find a shell file (such as: yourextension-uninstall.sh) that you must execute on both your server and Magento root directory.

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

    Before installing the extension, you’ll have to:

    • Backup your Magento installation in:
      system  tools   backups
    • Disable the compiler in your Magento admin panel if it’s not already disabled:
      system  tools   COMPILATIONS
    • Refresh your cache in:
      systemselect cache typeactionsrefreshsubmit


    Now you can install the extension:

    1. Download the extension (zip file) from:
      my account my downloads
      Refer to FAQ here: Extensions download
    2. Once the extension is downloaded, open the folder and unzip it.
    3. Copy the content of the unzip folder and paste all files and directories in your Magento root directory (the folder content can vary according to the extension but it generally includes app, lib and skin folders).

    4. Once your installation is complete, don't forget to enable the compiler back (if it was already enabled before the installation) and run compilation process.
    5. Refresh your cache, logout from your admin panel and log back in right after.

    Next step is to activate your license, to do so, click here: Extension activation

Extensions activation

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

    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:

      Wyomind's License Manager has not been removed from your installation.
      Wyomind's License Manager is enabled in: app/etc/modules/Wyomind_Licensemanager.xml
      The HTML output for Wyomind_Licensemanager and/or Adminhtml_Notification are not disabled in your system under: system   configuration  advanced advanced

    2. Copy your activation key.

      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 My 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:
      SysteMConfigurationWyomindYour 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. Save the configuration.
    5. Clear your caches. 
    6. A message appears at the top of your admin panel: Activate it now!  Click on that link.

    7. Copy and paste the license code in the License code field from your admin or simply click on Activate now! 
    8. Finally, refresh your cache, log out and log back in straight after, to complete the installation.

    To activate the license of an extension that includes other modules, you’ll have to repeat the steps described above for each extension, using the corresponding activation keys (each module has its own activation key).

    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 steps below:

    • 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 from:
      SystemConfiguration Wyomindyour extension


    Then, you should be able to activate your license.

    If you keep getting the same "Request an IP unlock" message in your Magento admin panel, reactivate your license from:
    System Configuration WyomindYour extension 

    1. Empty all fields from the license section.
    2. Save the config and clear your caches.
    3. Add only your activation key in the corresponding field.
    4. Save the config and clear your caches.
    5. Finally, reactivate your license by clicking on Activate Now! 

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

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

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

    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 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.  

    Note that you also need to share the access to your Google Ads account for us to configure your data feed. See how to share the access to your Google Ads account with us

    So that our team can proceed with 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 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

    Note that you also need to share the access to your Google Merchant account for us to configure your data feed. See how to share the access to your Google Merchant account with us
Troubleshooting

    If your site crashes and gives this error message after uploading all files to the correct folders:

    Fatal error: Class 'Wyomind_Notificationmanager_Model_Resource_Setup' not found in includes/src/Mage_Core_Model_Resource_Setup.php on line 234

    It probably comes from installing an extension while the compiler is still enabled.

    Important note:

    • If the compilation is enabled on your website, disable it first before installing any extension from: 
      SystemToolsCompilation
      After installation re-run the compilation process and re-enable the compiler.
    • Before installing any extension, it's advisable to backup your Magento installation.

    Here is how to disable the Magento compiler:

    1. Edit the following file: includes/config.php and add a # before the 2 following lines:
      define('COMPILER_INCLUDE_PATH', dirname(__FILE__).DIRECTORY_SEPARATOR.'src');define('COMPILER_COLLECT_PATH', dirname(__FILE__).DIRECTORY_SEPARATOR.'stat');​

      to get:

      #define('COMPILER_INCLUDE_PATH', dirname(__FILE__).DIRECTORY_SEPARATOR.'src');#define('COMPILER_COLLECT_PATH', dirname(__FILE__).DIRECTORY_SEPARATOR.'stat');
    2. Then go back to your website admin and re-run the compilation process.

    If you're getting a white page using the extension, you should enable the error reporting in order to display the error. You can do that from index.php.

    Most of the time log-out/log-in may solve this issue.

    How do cron tasks work:

    • cron.php is launched regularly from your server side (every 5 minutes most of the time).
    • 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 installation.

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

    We also strongly advice to install the AOE Scheduler that will help you to monitor the Magento cron tasks.

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

    You can fix it by following these steps:

    • Access your database via your control panel (Phpmyadmin for example).
    • Delete the entry extensionnamespace_setup from the core_resource table.
      Be careful, that entry depends on your extension. For example, if you have the extension called Simple Google Shopping, you should delete simplegoogleshopping_setup.
    • Logout from your Magento admin.
    • Log into your Magento admin.

    If when saving your data feed configuration, you get:

    Forbidden, You don't have permission to access /.../ on this server.

    This is probably something regarding the hosting company that doesn't allow to post XML in the form.

    The mod_security (security module) includes rules that stop all post/get requests including code.

    In order to fix that issue, you should get in touch with your hosting company so that they can add some exceptions to the security rules.

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