Frequently Asked Questions (FAQs):

Order Fulfillment / Downloading

I ordered themes from KeynotePro using PayPal - how do I access my files?
If you've ordered via PayPal, but do not have a KeynotePro ID established, fill in the KeynotePro ID form above with the address used for your PayPal order - leaving the password blank. We'll walk you through the rest of the setup process, and associate your PayPal order with your new ID. Be sure you're using the same email address that your PayPal receipt was sent to. If you've already set up a KeynotePro ID using a differnt address than you used for your PayPal order, please Contact Customer Support for assistance with aliasing your order.

I've downloaded my file(s), but I'm getting an error expanding the ZIP archive. -OR - Disk Copy is reporting a problem with the DMG file.
Usually, this is a simple matter of a corrupted download. Move the downloaded item to the Trash and try to download the file again. If you're still unable to open/install the file, please contact Customer Support immediately with details concerning the file in question, when you downloaded it, etc. We'll look into the matter immediately, and adjust your download allotment values as needed.

I can log in without a problem, but the downloads page says that I've gone beyond my allotted downloads for my Themes.
Each license purchased for each theme enables you to download the theme package 2 (two) times. After downloading the file twice, you'll need to contact Customer Support to activate an extension on your account's download quota.

We do this for two reasons: 1) It's a fairly un-intrusive anti-piracy measure. Setting the download limit at two downloads-per-license allows the vast majority of our customers to take delivery of their files without notice of an imposed limit, and prevents unsavory users from passing out their address and download credentials around to the world at large. Closely related to 2): It helps to conserve bandwidth, so that download speeds and responsiveness are adequately high for all our customers.

If you've gone beyond your download limit and need to access your files again, please email Customer Support with the details - we're more than happy to adjust these values unless it becomes obvious your account is being abused.

I typed in my email address, and it says that there's no "Transaction History" for my address. -OR- The theme i just ordered has not appeared in my download list. (PayPal Orders Only)
There are a few reasons this could be happening. When you purchase one of our Themes through PayPal, confirmation of that transaction is forwarded to our server - once the transaction is verified as "Complete," your information is added to our database and your download page is populated. In most cases this is an instant transaction, though it can depend on any delays being experienced by the PayPal system. In cases of PayPal system delays beyond our control, we will post a Network Status notice to the login page for your KeynotePro Account alerting you to the delay, along with an ETA for delayed files being populated to your account and available for download.

More often than not, though, this issue is usually related to the default email address associated with your PayPal account. If you have multiple addresses associated with your PayPal account, PayPal will use the addressed considered "default" for the account when your order information is passed to our database. If in doubt, you can log in to your PayPal account and look for additional email addresses associated with your account (My Account > Profile > Email) - the default email address will be highlighted & will be the address you'll need to access a recent order.

General Theme Use / Installation

Where is my Theme installed? - OR - Where are the Supplemental files located on my hard drive?
All KeynotePro Keynote 1 compatible themes are installed in the (HardDrive)>Library>Application Support>Keynote>Themes directory in order to appear in the Theme Selector within Keynote for all users on a machine. If the Themes directory does not exist, our installer creates this folder for you. Our newer, Keynote 2.x and higher themes are installed in the new default directory: (HardDrive)> Library> Application Support> iWork> Keynote> Themes. You'll see a directory labeled KeynotePro containing sub-folders for each theme you've purchased within the Themes directory. Both Theme files and Supplemental files will be installed there.

When installing a theme file, I get an error message during the install that says "A newer version of some of the software installed with [theme name] already exists on [hard drive name]" and the install will not continue.
This is due to a version number conflict that can occur between the original editions of the themes and the newer installers that were released on July 4th, 2003. If you've installed a theme downloaded after this date (a 1.1 Version number) prior to installing one of the older installers, you'll see this error. Simply re-download the older theme in question to get the newer version/installer and the theme will install without an error.