FAQ (for our Premium Plugin)

Pre-sale

How long is a license valid?

If you buy the plugin now you can use it for lifetime (without paying again). Support and updates are limited to one year, however the plugin will not be disabled after that year, so you can just keep using it.

Can I use the plugin on several websites?

One license is only for one site because support is included, and providing support for one license over multiple sites wouldn’t be economical for us. However: we offer nice discounts of 20% for the second and following purchases.

To benefit from those discounts, please contact us after you purchased your first license.

If I don’t like it, can I get a refund?

We offer a 14 day refund policy – no question asked.

It says my VAT number is not valid

Please ensure that you entered the correct name of your business, and the correct VAT number (including the two letters for the country code at the beginning).

You can also check if it is valid on the VAT site of the European Commission (fill the first two boxes on that page). There you can also double check under which name your business is registered. Please use that as business name when you enter it on our site.

If it shows as invalid on there also, please have a look at this section (or this section in German) to see possible causes.

Which icons do I get with the premium plugin?

Please have a look at this list.

Launching the plugin

How do I install the plugin?

Please have a look at this installation guide.

After uploading the zip-file, the plugin crashes or shows an error message and / or “Please try again”

This points to your server having low limits with respect to permitted upload times. Please set the values in the php.ini file to 90 for “max_execution_time” and to 48MB for “post_max_size”.

If you do not know how to do it, please contact your server support / hosting company for that (we would do it ourselves for you, but we cannot do it, it is a server thing).

Alternative ways to upload the plugin:

A. With File Manager plugin, see more info here.

B. Via FTP:

1. Unzip the plugin on your computer, which will uncompress all files. They will most likely be in a folder whose name is the same as the name of the plugin.

2. Upload that plugin’s folder via FTP to your website’s wp-content/plugins/ directory. Once it is there, you will be able to install the plugin from your plugins admin page when logged in.

See some training on FTP

The plugin starts uploading, but seems to be stuck

Please ensure that you are actually uploading the zip-file you received after downloading.

On Mac sometimes the file gets unzipped automatically. In this case, either zip it again (right click on the folder and select “compress”) or prevent the automatic unpacking by your Mac, see here.

I see “Fatal error: Cannot redeclare DISPLAY_ULTIMATE_PLUS()…”

This error message points to the fact that you still have the PLUS plugin installed. Please delete it, and then try to install the Premium Plugin again.

Activating the license gives a cURL / timeout error

This means your server has difficulties communicating with our server. In most cases the reason for this is that there are restrictions on outgoing connections on your server, e.g. because of a firewall. Please ask your hosting company / server team to either a) temporarily de-activate the firewall (port 443) for a minute (at least the outgoing connections) or b) whitelist 188.165.53.179 and 192.81.249.240 as IPs so that your server can communicate with our server.

How does activation work on a Multisite?

Please:

1.) Install the plugin on the parent site but do not activate it

2.) Activate it on the child site where you want to use it

Plugin dashboard doesn’t load

Please ensure that:

  • You do not still have the PLUS version installed (please delete it entirely from your system)
  • You are using the latest version of the plugin(s)
  • Your site is running on PHP 5.4 or above 
  • You have CURL activated (should be activated by default)

If you are not familiar with those, please contact your hosting company or server admin.

Please check if you have browser extensions activated which may conflict with the plugin. Known culprits include:

  • Open SEO Stats (Formerly: PageRank Status) – Chrome
  • Adblock Plus – Chrome
  • Vine – Chrome
  • Optimizer.io
  • RegistrationMagic
  • Woo Order Note template

Either de-activate those extensions or try it in a different browser.

 

(Perceived) bugs

Sharing does not take the right text or picture

If sharing does not take the image or text you defined, please check this troubleshooting guide.

If those points did not work, please raise a support ticket (at the top of the plugin’s settings page).

Updating of plugin does not work

If you try to update the plugin and get the error message…

“An error occurred while updating USM Premium: Could not create directory. Ultimate-Premium-Plugin/css/images”

…then the reason is most likely a permission issue on your server. Please give 755 permission to the plugin folder (or ask your server team / hosting company to do so).

I have other issues (after plugin has been activated)

Please open a support ticket by clicking here.

Didn’t find an answer? Ask us.

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