Frequently asked questions

Pricing & license

Which products are included in the Crocoblock subscription?

The Custom subscription package will be perfect if you seek to assemble your own set of plugins. Add the desired plugins to the cart, decide on the number of projects (1 Project or Unlimited), and pay for relevant products at the checkout.

The All-Inclusive Yearly package gives access to all JetPlugins and pre-made templates for one year. This set is perfect for building a content-rich website with a complex structure.

All the plans represented above come with a free Kava theme, premium support, and timely product updates.

The All-Inclusive Package gives access to all Jet Plugins for one year or a lifetime. Besides that, the Extras items set could be used only by the owners of the All-Inclusive subscription plan. Extras include a vast variety of website templates, pop-up templates, and other useful goodies, so that is great support for building a breath-taking website.

Please, note, that with time the list of the plugins and the functionality of the packages will be extended.

What are the technical requirements needed to use Crocoblock?

Please, make sure all the requirements listed below are met in order for Crocoblock products to work smoothly:

PHP 7.2 or higher;
MySQL 5.6 or higher;
WP memory limit of 256 Mb or larger;
SSL certificate on the server;
TLS protocol versions: 1.0, 1.1 , 1.2 , or 1.3.

Is Crocoblock GPL compatible?

Crocoblock’s initial code is GPL compatible and therefore completely eligible for public use.

Supplementary services (such as plugin updates and client support etc.) are included in the Crocoblock subscription and are implemented on a commercial basis. This means the users can’t resell Crocoblock license as it contains additional services provided by our company and that do not align with GPL rules.

Is it possible to use the products from Crocoblock subscription to create websites?

Yes, you can use the products from Crocoblock subscription or acquired as separate items to create the websites for end-users. Please, note, that the terms of using the products from Crocoblock depend on the license type you’ve acquired. However, you shouldn’t pass your account details or the license keys to any third-parties.

How many websites can I create with Crocoblock?

The number of websites to be created depends on the chosen license type. In case you have assembled and bought a Custom package for 1 project or All-Inclusive for $130, you are allowed to use Crocoblock products only on one website for one year.

In case you have purchased All-Inclusive Unlim, you will be able to create as many websites as you want within one year.

The Lifetime package makes it possible to use the Crocoblock products for an unlimited number of websites forever.

What happens after the license expires?

After the subscription license expires the website built with Crocoblock products will keep working. However, it will be impossible to get the updates, use the templates library, access the Downloads directory in your Crocoblock account.

If you won’t renew your subscription, you should download and save the latest versions of the plugins from your account.

It’s not recommended to make any changes in the ready website you’ve created with Crocoblock if the license is out of date.

What should I do if my license will expire soon and I intend to continue using Crocoblock?

First, make sure you’ve got enough money on your credit card in order for the system to automatically charge you and prolong the subscription license.

In case there is no money on the credit card, the license won’t be prolonged automatically.

You’d have to be aware that if you need to continue working with Crocoblock products, you’d have to prolong the license manually.

Another option is to cancel the existing subscription and purchase the new one and use it.

How to update the products included in the Crocoblock subscription?

As long as the subscription license is active, you get all the newly-released products and the updates on those included in your subscription plan. The updates are received via Crocoblock Dashboard in your WordPress admin panel. To update plugins, you should have an active license key.

Is it possible to use the products from the Crocoblock subscription to create websites?

Yes, you can use the products from Crocoblock subscription to create websites for end users. Please note that the terms of using the Crocoblock products depend on the license type you’ve purchased.

However, make sure you never pass your account details or license keys to any third parties.

How can I upgrade my subscription?

If you have a Custom Crocoblock subscription, you can upgrade to All-Inclusive Yearly and Lifetime automatically. It can be done in either your Crocoblock account or Crocoblock Dashboard in the WP admin panel. If you have a subscription for 1 website (Custom) but want to upgrade to Unlimited, contact Crocoblock support.

How can I prolong my subscription if I have All-Inclusive or All-Inclusive Unlim?

You can renew your subscription at the actual price of the plan (All-Inclusive for one website at $130 and unlimited websites at $265).

How can I renew my yearly subscription?

The yearly subscription involves recurrent payments. It implies using a set of included products for one year from the date of purchase. Once it expires, you will be charged automatically. The price of automatic renewal equals the subscription fee by the date of purchase regardless of applied discounts. You can cancel auto-renewal at any time in your Crocoblock account. After this, you will have an option to renew manually. In this case, the subscription fee can differ from the current price. If you are a Lifetime set owner, the charge will be taken only once, and you will be able to use the entirety of Crocoblock products and update them whenever possible at no additional cost. If you purchased a Custom subscription, it is subjected to auto-renewal as well. But keep in mind that you cannot choose which plugins to renew and which not. All plugins included in your package will be renewed at once.

Can the subscription be canceled?

Yes, the subscription can be canceled from your personal Crocoblock account. In this case, no recurrent charges will be made anymore.

Does the license allow to resell the items from the subscription?

Crocoblock owns distributed GPL compatible code and commercial-based services included in the product subscription. This means that any WordPress user can freely work with the initial plugins’ code, but they are not eligible to resell Crocoblock license as it contains supplementary services provided by our company.

Plugins

Is it possible to use the single items acquired from Crocoblock in creating websites?

Yes, it’s possible. You can use the separate plugins acquired from Crocoblock to create websites according to the license specifics (the All-Inclusive license allows you to use the plugin on one site, the All-Inclusive Unlim license allows using the plugin on any number of websites).

Will I be able to use support services after purchasing a single plugin?

Yes, the support services are provided for the single plugin you’ve purchased. Make sure to keep the license key safe as it’s needed to log in into the support system.

Can I resell the single items I’ve acquired from Crocoblock?

Reselling and distributing the items that were previously bought at Crocoblock is strictly prohibited.

Can I include the plugins into the themes I intend to sell on the marketplace?

No, it’s prohibited. Crocoblock products can’t be included and resold in the marketplace as a part of any theme.

What are the technical requirements that should be met to use a single plugin?

The technical requirements for single items are the same as the ones needed for the whole Crocoblock subscription. Please, carefully check them before you start using Crocoblock:

PHP 7.2 or higher;
MySQL 5.6 or higher;
WP memory limit of 256 Mb or larger;
SSL certificate on the server;
TLS protocol versions: 1.0, 1.1 , 1.2 , or 1.3.

Is it possible to get the Croroblock license by paying the difference between the already purchased standalone plugins and the subscription price?

Yes, it’s possible. If you already have several JetPlugins within a Custom package, you can upgrade to All-Inclusive. The price of the package you already have will be deducted from the plan’s total cost.

Support

Who Can Use Support Services

Only Crocoblock.com customers can use the Support Services covering the products acquired from Crocoblock.com in the form of a subscription or separate items. We support the products that are being sold on Crocoblock.com only.

Our customers are subject to email verification via the credentials they used to purchase the products from Crocoblock.com directly. Once the support agents get the valid purchase email and a license key, the support through chats, tickets, or video calls will be provided.

Support Policy for JetPlugins Included in Third-Party Themes

The Support Services do not cover our products that are supplied by Third-Party themes. Due to the non-profit partnership with Monstroid, Zemez, and Rockthemes theme developers, our JetPlugins could be a part of their themes. In case of any issues with the license and/or plugin updates, kindly contact the theme developers’ support (Monstroid and Zemez) first.

We neither provide the updated plugin versions to the customers nor install them to their sites directly given that those plugins were included in Jupiter or Jupiter X themes. The support team strictly follows this policy and, if acted contrary to this statement, the crucial issues cannot be avoided.

If there are any compatibility issues, the agents would switch the theme to the Elementor Hello theme. Once the products start working fine with this theme, the support agents would ask the customer to contact the third-party theme developers.

Please note that we are not developers of the aforementioned products, therefore, we are neither responsible for such issues nor provide technical support.

If the customer purchased JetPlugins as a part of the Envato subscription, the technical support is no longer provided as per the subscription terms. In case of issues with the plugin updates, we send the latest versions of the plugins’ (that were originally included in the Envato subscription plan) only if a valid license is provided (i.e. purchase ID).

When Support Services Are Provided

The Support Services are provided in the following cases:

customer faced an issue caused by any of the products provided by Crocoblock and need assistance to solve it;
customer finds it difficult to work with the functionality provided by some products within the Crocoblock subscription and needs guidance or assistance from the support team;
customer has some pre-sale questions and would like to get assistance before purchasing the product.

Before contacting the support team, please make sure that your site licenses are up to date and the site is optimized according to this short guide: https://crocoblock.com/troubleshooting/articles/elementor-not-loading/

We highly recommend checking the documentation, knowledge base, troubleshooter section, YouTube channel, and the Facebook community in particular, since the question you might have has already been answered.

Knowledge base: https://crocoblock.com/knowledge-base/

Troubleshooter: https://crocoblock.com/troubleshooting/

YouTube: https://www.youtube.com/c/Crocoblock/featured

Facebook: https://www.facebook.com/groups/CrocoblockCommunity/

If you require help that is not within this scope, such as how to use default WordPress functionality, then we are likely to redirect you to external articles or support forums instead.

Please note that the support agents retain the right to refuse the provision of Support Services across all support channels if there was no purchase email provided.

Crocoblock Support Team’s Working Hours

We are available for support from 9 AM to 6 PM as per EET (UTC+2) timezone during business days. In case of Ukrainian national holidays or high activity in the support channels, this schedule may slightly differ, which would be mentioned in the tickets and chats.

Support Services Available Languages

The support services can be provided in these languages:

English;
Ukrainian;
Russian.

If any other language is used, our support agents will do their best to understand the message, using Google Translator, but the response will be provided in English. In case of a video call, the agents retain the right to redirect the customer’s issue to another support channel be it the chat or ticket.

If you attach the video of the issue, please be sure that the audio is recorded in the English, Ukrainian, or Russian languages.

Average Estimated Response Time

Tickets

The average estimated answer time from the Crocoblock support team to a ticket is 24 hours (1 business day). Please note that all the ticket requests are processed according to the submission’s queue – from the oldest to the newest ones only.

Chats

The average estimated answer time from the Crocoblock support team to a chat is 3-10 minutes unless there is no other note about the chat being overloaded or the agents being out of office, etc.

Average Issue Processing Time

Usually, it takes up to 1-2 business days to get the common issue resolved. For bug reports, the resolution time might take longer, and the approximate timeframe would be provided by the support agent.

In some cases, a more detailed investigation is needed, and the support agent will inform you that the solution needs time to be implemented by developers. In this case, the response time will depend on how quickly the developers will provide the needed fix.

Video Calls Support Policy

How Many Video Calls Can Be Booked

Video calls may be booked under one purchase email only 8 times per month, no more than 1 per day.

Please keep in mind that once you haven’t attended the video call without notice, this call would count in, and the total number of calls will be reduced by one.

Average Estimated Answer Time

Once the customer books a call, the confirmation email is sent right away to the customer’s email provided in the booking form. If there is no email, please check the Spam, Social, Promotions, Notifications, and other folders or check if the email address was filled in properly in the first place.

Cases We Cover Through Video Calls

Video calls are held for the following cases:

customer is working on the localhost, and there is no way to provide full access to the website to our support team;
customer is working with the issue, which is difficult to explain in the tickets or chat, and it is necessary to demonstrate it;
customer can not provide the credentials due to the policy or any other security reason they have with their clients, and it is better to share the screen.

Calls’ Duration

Video calls’ duration is set to 30 minutes. In case the issue takes longer than 30 minutes, or some questions remained unanswered during the call, please create a ticket in order to carry on the communication with the support agent.

We highly recommend preparing the questions beforehand and respect the agent’s and your time.

What Information the Support Team Can Request

In order to speed up the processing of the issue in tickets or chats, please consider providing the following information in a private ticket or chat:

website’s address (URL);
login credentials (username and password);
FTP access (phpMyAdmin, cPanel, etc.);
permission to activate/deactivate your plugins and switch the theme;
a link to the page where the issue has occurred;
a detailed description of the issue, as well as screenshots capturing the issue.

It is the customer’s sole responsibility to have a working backup of whatever site they share with us. Please follow this article to make it fully set up: https://crocoblock.com/blog/backup-your-wordpress-site-asap/

Since this is your website, you are the one responsible for its data, and we strongly encourage you to share a staging site and remove any personal information from the database before sharing it with us.

Please mind that your secure details won’t be distributed, used by unauthorized persons, or disclosed in any other way. You can feel safe about it. After our tech person puts the things into order, you may change your login details at once. We are looking forward to assisting you, making you a satisfied customer, and your assistance is also appreciated.

Cases Not Covered by Support Services

Please note that no matter how hard we want to help you, sometimes we are not able to do it in such cases:

there is no valid purchase email provided;
the license for the product has expired, or the client has got a refund from Crocoblock;
there’s a compatibility issue with a third-party product;
the server or website’s parameters don’t meet the recommended requirements necessary for Crocoblock products to work, and the client is unable to change the settings to recommended ones;
the issue happens in the browser, which is not supported by Crocoblock products and Elementor;
the question asked is not related to Crocoblock products acquired from Crocoblock’s official website;
the question features additional customization, custom CSS, and functionality not provided by Crocoblock products (in this case, it is recommended to add a feature request).

We apologize, but we won’t be able to help you in the cases listed above.

Support Policy Amendments

In some cases, the company retains the right to modify the Support Policy without notice.

Last updated: January 13, 2021

Refund Policy

What are the terms or receiving a refund?

You can receive a refund during the first 30 days from the date of purchase. This can be done via your personal account at Crocoblock.

Can I get a refund for a single item acquired from Crocoblock?

Yes, it’s possible to do from your personal account at Crocoblock. The refund can be made during the first 30 days from the day of purchase.

Affiliates

How can I become an affiliate?

Crocoblock is happy to welcome all the new affiliates! To join the program you’d need to have a website, where you should be able to add a unique affiliate link to Crocoblock to be visible for all the visitors.

Please, fill in the form to join and start earning money for new clients at Crocoblock!

What steps should I take to start taking part in the program?

Access your Crocoblock account and proceed to Affiliate area > Creatives. Download banners from here.
Generate an URL in Affiliate URLs located in Affiliate Area and embed it on your website to make the visitors notice it.
When the potentially interested customer clicks on the banner, he’s redirected to Crocoblock.
You get 50% of each successful purchase made by the customers that came from your site.

What steps should I take to start taking part in the program?

Yes, you’ll receive 50% from each successful purchase made by the client who was redirected from your site via the affiliate link.

Note: affiliate commission doesn’t apply to the license upgrades.

When will I get the earned money?

The minimum payment that can be processed is $400.

Usually the payment is made during the first 5 business days of the month that comes after the month which covers the 30 days money-back guarantee. Only after the guarantee expires the purchase is considered to be successful.

Our affiliates get 50% of every successful purchase.

What payment system should I use to get the money?

Crocoblock team makes payments using PayPal. This means you need to have a valid PayPal email address assigned to your account to receive the payments.

Where can I see that I see how much I’ve earned?

You’ll be able to see it in your account in the Affiliate Area located in the Payouts section.

If I have a personal discount code for my audience, will I get money for purchases made with it but without my affiliate link?

No, you’ll get commissions only if a purchase made via your affiliate link.

Note! All personal Crocoblock discount codes are connected to relevant affiliate links. It means that a discount code can be used only if a customer is redirected to Crocoblock website via your personal affiliate link.