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License purchased but support cannot see it

Chloeknet2019Chloeknet2019
edited September 2019 in General info & installation
I recently purchased a license, but when my web master tried to update the betheme it does not work. Support has said that I have not purchased it so now I am very confused. 
The item purchase code is: do not post license keys on the public forum
The website is www.knetproject.com. Let me know if you need other info. 
Thank you very much

Comments

  • PabloPablo
    Hello,
    Sorry, but which what is the error message while updating the theme?
    Also, which support told you that you didn't purchase it?

    Thanks
    Learn more: Video Tutorials | How To | FAQ Vote on what comes next
  • Chloeknet2019Chloeknet2019

    My comments: 

    The version of the theme is extremely old and we are unable to work out how to update it with the new licence. The web master wrote to the Muffin group team and they told us to contact you...

    The web master emailed this question to the Muffin Group Team:

    Hi, on a site that asked me to update there is version 7.8 of the theme. The customer has purchased a new license. Is it possible to update the theme from the WP backend or do I have to re-install the theme? Thanks

    This is what they answered: 

    Hi,



    as you can see, there is no "Purchased" label next to your nickname
    what means you did never bought this theme. If your client bought it, tell him
    to create account on http://forum.muffingroup.com/betheme/ and post your
    questions there.



    Best regards,

    Muffin Group team



  • PabloPablo
    This license key is correct, we checked it on our tools and it should be working.
    Please login to the "Cloeknet2019" account on the themeforest and download the latest version of the betheme.

    Thanks
    Learn more: Video Tutorials | How To | FAQ Vote on what comes next
  • Chloeknet2019Chloeknet2019
    OK, we have a doubt though. The theme is so old that the option to update is no longer visible/we can't find it. Can you confirm that we can update the theme via the back-end? Or do we need to update it via FTP? Our current version is 7.8. 
    Thanks

  • PabloPablo
    Your theme is really old, it does not include the automatic updates yet, you can only update it through the ftp.
    Here is an instruction on how to update the theme:
    http://themes.muffingroup.com/betheme/documentation/#general
    Theme updates will not delete your content unless you have changed the
    files directly in which case we suggest using a child theme.
    We also recommend creating a backup file.
    Please remove the theme completely from your theme folder and install a
    fresh copy. Do not overwrite files.
    thanks
    Learn more: Video Tutorials | How To | FAQ Vote on what comes next
  • Chloeknet2019Chloeknet2019
    Thank you Pablo, we wil try this!
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