Select an option that describes your account/billing concern.
This selection is specific to your account with ultimatemember.com.
Select a common issue Why was I just charged? Request a refund I need to cancel a subscription I can't update my extensions Move license key to different URL Transfer license(s) to another person I need new download links How do I get an invoice? I do not see my issue Recurring subscription payments
If you recently received a charge for an Ultimate Member extension and you were not expecting this charge, there's a chance that you just paid a subscription renewal.
As indicated before and after all purchases on our site, extension purchases are annual subscriptions that will renew on your anniversary date, unless you choose to cancel your subscription.
At any time during a subscription term, you can log into your account and manage your subscriptions, including canceling them so they will not renew.
Visit account page How to request a refund
We firmly believe in and stand behind our products 100%, but we understand that it cannot work perfectly for everyone all of the time. We are more than happy to provide a complete refund within 30 days of your original purchase.
Please be sure to read our terms before requesting a refund.
Terms & Conditions How to cancel a subscription
You are free to cancel a subscription at any time. All you need to do is visit your account and you can manage your subscriptions by going to the Subscriptions tab.
Cancelling a subscription will prevent automatic renewal payments from processing. However, associated license keys will remain valid until their expiration dates.
Visit account page Troubleshooting extension update issues/failures
Updating your purchased extensions should be a smooth process just like any other in-dashboard update through WordPress. However, there are things that can complicate the process. Let's take a look at a few potential issues and their solutions.
Errors while updating extension(s):
Update package not available
Automatic update not available for this plugin
Download failed: Unauthorized
If you run into any of these errors, please go to Ultimate Member -> Settings -> Licenses (tab) in your WordPress dashboard and double check the license key entered for the extension failing to update. To verify your license keys, you can log into
your account to see the correct license keys listed below each of their respective extensions. How to manage license key URLs
All Ultimate Member license keys have the ability to track which sites they are being used on. Depending on which license level you purchased, your license may work on one site, up to five sites, up to 20 sites or unlimited sites.
Typically, activating and deactivating your license on your site is enough to attach or detach a specific site URL. However, there are times when this needs to be done manually. At any time, you can manage this buy going to your account page, navigating to the Licenses tab, and clicking on Manage Sites for any license.
Visit account page Transfer license keys
Generally, an extension purchase not only issues a license, but it also starts an annual subscription. Because subscriptions are tied to personal financial information, these types of purchases cannot be transferred between users.
If your developer purchased a license that you now maintain, or you are a developer looking to transfer your license to a client, it's best to have the license/subscription owner cancel the current subscription, which will leave the license key valid until its expiration date. The owner of the site can continue to use the license until it expires. At that point, he or she can then purchase a new license/subscription.
While this is not an actual transfer, it allows both parties to get the most use out of a purchased license. If you would like to go ahead and cancel a current subscription, you can do so on your account page.
Manage my subscriptions How to get new download links
As long as your license is valid for an extension, you can log into your account at any time and get a fresh download link for your purchase.
Be sure to log in using the email address you purchased the plugins with. If you do not remember your password, you can use the Lost Password link to reset your password using the same purchase email.
Visit account page How to get new an invoice
Whenever you purchase an extension or our theme, you will automatically be sent an invoice to your email address.
Please check your spam folder as the email may have ended up in this folder. The email will be delivered by our VAT software provider Quaderno.
If you have ever purchased an extension or theme from Ultimate Member you should already have a user account on our site. The email address used to make your purchase can be used as your username.
At any time, you can log into your account to see your purchases, your license keys, your subscriptions, and more. You can also do things like update your payment method for subscriptions or cancel subscriptions
Visit account page