The "not activated" notice won't go away
Check these in order:
- Is the key in the theme? Shopify: Theme settings → License → License key, then Save. HTML:
"licenceKey"in thestoresection ofproducts.json, then upload the file again. - Is it the right key? Each key is for one theme on one platform. If the notice says the key is for another Orbital theme or platform, copy the matching key from Account → Licences.
- Is it the live theme? On Shopify, the key activates when the published theme loads on your store. Previews and the editor don't activate it.
- Is the key active somewhere else? If Account → Licences shows a different domain, for example your old
.myshopify.comaddress, the key needs moving. See Move your licence to a new store or domain. - Still showing? Your browser may be remembering an earlier answer for a few hours. Open the store in a private window to check fresh.
If the notice says the licence was revoked, the order was refunded or disputed. Write to us if you think that's a mistake.
Shopify won't accept the ZIP
- Upload the ZIP exactly as you downloaded it. Don't unzip it first, and don't upload the HTML version's ZIP to Shopify.
- Is it from the newest download? Download it again from Account → Purchases.
- If you re-zipped the theme yourself (for example when updating), the folders like
assets,configandsectionsmust sit at the top of the ZIP, not inside another folder.
The download link doesn't work
- From your account: each download link works for 5 minutes. Just press Download again.
- From the receipt email: the link works for 7 days. After that, sign in with Google using the same email and download from Account → Purchases.
- "Downloads are disabled for this order": the order was refunded, disputed or cancelled.
My purchase isn't in my account
You need to sign in with the same email address you used at checkout. If your Google account uses a different address, email from the address you paid with, with your order number, and we'll help.