Support
- What are your support hours?Support Desk hours Monday – Friday 9 am – 5 pm EST Our team is available to help answer questions or assist with issues during regular business hours. The support desk…
- Can I get an actual invoice for my purchase?Yes you can! An invoice is available if the purchase receipt you received via email is not sufficient. To do so, first log in and go you your account page….
- Why am I getting an endless spinning wheel when saving my DPP settings?Chance are you have the Wordfence Security plugin installed, am I right? The Wordfence firewall blocks the request that Design Palette Pro does to save the settings and then generate…
- Why does the suhosin extension cause an error?The issue with the suhosin library is that it limits the amount of variables that can be passed via a $_POST action (suhosin is a PHP security library that is…
- Can I upgrade my current license package?Of course! You can upgrade your license at any point for a pro-rated amount. To do so, first log in and go you your account page. There you will see a…
- Can I move my license key to another website?Sure you can! Just deactivate the key on the website it is activated one, and it will be good to reactivate on another. This still only counts as one license…
- But what if I *want* to write CSS for my changes?Well then, you’ll probably want to try our free extension, Freeform Style. It adds an area for freeform CSS entry in Design Palette Pro so you can write CSS to…
- How do I install my Exclusive Palettes?The exclusive palettes included with the Design Palette Pro Deluxe bundle are a settings file for the DPP plugin, not a plugin themselves, so you’ll need to pull the individual palette’s…
- Do I need to leave Design Palette Pro installed after I make my changes?Yes, otherwise the CSS that Design Palette Pro wrote for your style changes doesn’t get included. If you need to export the CSS from your Design Palette Pro changes, try our…
- Does Design Palette Pro allow me to change the widths of areas?No, it does not. Since themes are responsive, and widths are all proportional to each other, doing width changes on things like content areas or a sidebar could potentially cause…
- Does Design Palette Pro detect my child theme?At install (or upgrade), Design Palette Pro will attempt to detect the Genesis child theme you are using. If it doesn’t find it, Design Palette Pro will default to stock…
- Is Design Palette Pro multisite compatible?Yes it is! Design Palette Pro is compatible with a multisite installation. However, it should not be activated at the network level, rather, activate it on each individual site you’d…
- How do I install Design Palette Pro?You can either FTP the plugin files into your /plugins/ folder, or you can go to the “Plugins” tab in the WP admin dashboard, then “Add New”, then click “upload”…
- How do support and updates work?Support and updates are provided with a valid and active license for one year after the purchase date. When the year is up, you must renew your license in order…
- What is your refund policy?If we cannot resolve your issue to your satisfaction via support, we will happily refund your purchase.
- Will this break customizations in my child theme?No, Design Palette Pro generates a custom CSS file and does not replace any code or style inside your child theme itself.
Still have questions?
The absolute best way to access support is to log in to your site, then use the revolutionary DPP support widget within your WP dashboard:
- Log into your site
- Go to Genesis > Design Palette Pro > Help and Support
- Fill out the form with as much information as possible
- Click “Submit Request”
This is not meant to be a barrier to getting help. In fact, it’s the opposite of that: Your support widget gives us super-helpful information about your site’s setup, which makes resolving your issue quicker and more efficiently all the way around.
Having trouble logging into your site? Don’t know what the heck we’re talking about? You can email us at help@reaktivstudios.com.