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Frequently Asked Questions

 

Select a topic to display Frequently Asked Questions (FAQs) by general category. Theme-related FAQs can be accessed via the Theme Library in Your Account.

Can I use PayPal to pay for products?

PayPal is available as an alternate form of payment in the Checkout process - click on the Use PayPal button to the right of the Credit Card types and we'll transfer you to PayPal to complete your order. Orders processed with PayPal may be subject to delayed download availability due to network conditions or other factors at PayPal that might delay notice of a completed transaction from being delivered to our servers.


How do I access my Free Upgrades?

Log-in to your account, free upgrades are automatically added to your account. If you would like to move up a level you can purchase Pro or Producer or Pro+Mobile packages at a reduced price through the upgrades tab.


I bought a theme but I'm unable find it in My Account.

The most common reason for this is that you purchased the theme under a different KeynotePro ID. If this is the case just let us know what it is and we will be happy to merge multiple accounts under one ID.


I double ordered or I ordered the wrong thing, what can I do?

Please, please check your cart carefully before sending payment. However, if you have ordered the wrong theme or accidentally ordered an incorrect quantity, please do not download the items - we cannot offer refunds on downloaded items. Contact Customer Support with the details of your order and we'll look into it immediately.


I have lost or forgotten my password.

Directly beneath the KeynotePro ID log-in box is a link that reads "* Forgot your Password?" This will take you to our password recovery system.


My account says that I have no downloads available, but I need to download my files again.

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 request an extension on your account's download quota - just click on the Request button that appears when a file has gone over this limit, and Customer Support will tend to it as soon as your request is approved.

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.


My credit card account is showing multiple holds or declines and I am concerned or I know my card is good.

Holds- The charges you're seeing are holds, issued against the card during pre-authorization, prior to the more thorough AVS authorization - so since no charges will be fed through matching those transaction numbers those charges/holds will disappear  - usually within a day or so depending on the default window your issuer has set up to issue an auto-void.

Declines-- AVS declines in the merchant gateway are often a result of address provided not matching what card issuer has on file - your card issuer may need a nudge to push out any info that's been updated in the last few months.

We have no control over what our Gateway declines or accepts.


Where do I log in? How do I access my purchases?

At the top of each page on our site is a link to "Your Account". It is on the far right side as part of the header graphic with a lock icon beside it. From here, you can securely log-in to your account and access and purchases you have made as well as Upgrades and Updates.



A theme is not showing up in the theme chooser.

If they're showing up in the folders but not in the theme chooser, we recommend running a permissions repair on your main HD.  Open Disk Utility (Applications > Utilities), select your primary HD and click "Repair Permissions" - let that run until it reports that it's complete, and restart the system.

Likewise if they seem to be deleting during the install process, try the repair permission approach again, and try reinstalling the themes after you restart.


How do I access my Free Upgrades?

Log-in to your account, free upgrades are automatically added to your account. If you would like to move up a level you can purchase Pro or Producer or Pro+Mobile packages at a reduced price through the upgrades tab.


I am encountering an Error during theme installation.

Our first suggestion is always to try pulling down the theme again - sometimes packets go awry. If you are still getting errors with a new version of the file, please Contact Customer Support with details and we'll look into.


I am getting a missing font error when I open my new theme.

This happens sporadically - more often than not with the Stone Sans face. The first thing to know is that we only specify fonts that are installed with your operating system or iWork, so, you will never have to go searching around for a font to purchase. Unfortunately, this is a recurring issue with Keynote - the font is installed with iWork itself, but seems to go missing after a point update to the OS.  If you reinstall iWork, then re-apply any Keynote point upgrades that software update suggests, it should be good to go.


I am getting an error message telling me that I cannot install apps that are not purchased through the App store

This is due to a security setting first added in Mountain Lion - you will need to temporarily disable it to continue with the installation. Open System Preferences, Security & Privacy - click the lock in the lower left-hand corner as needed to authenticate, and look for “Allow Applications downloaded from” on the General tab - select “Anywhere” and proceed with your installation. You can reset this preference once your installation is complete.


I am getting Network Timed-Out errors.

This is usually symptomatic of general network congestion - we suggest you try your download again (failed downloads do not count toward your download limit). Contact Customer Support with the details if you continue to experience issues.


I am having DMG mounting problems.

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't find the Supplemental Materials.

In Keynote the path to find these materials is:
Macintosh HD>library>application support>iWork>Keynote>Themes>KeynotePro>(theme name)>supplemental material.

Pages Templates do not traditionally include Supplemental Materials.


I've upgraded to Keynote 6 and my themes are no longer displaying in the theme chooser.

Keynote 6 no longer looks to the theme folders used in versions 1-5.x - you'll need to reinstall the theme using a newer Keynote 6-optimized Click Installer for it to appear in the new theme chooser. Keynote 6 Click-Installers, as available, appear on each theme's download page above the traditional iWork '08/'09 downloads.

Additional information is available via our Keynote 6.x Upgrade Report.


My account says that I have no downloads available, but I need to download my files again.

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 request an extension on your account's download quota - just click on the Request button that appears when a file has gone over this limit, and Customer Support will tend to it as soon as your request is approved.

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.


There is a transition in a theme Demo Movie that I don't recognize.

There were several Keynote 2 transitions that did not go forward into Keynote 3 (or later), however you can usually still access them by going to Keynote's Prefs and checking the "Include obsolete animations in choices" box.


These themes won't work on my PC computer.

Our themes are produced to be used with Apple's iWork programs. They are Mac only programs, as are our themes. This is explained on every theme page under Requirements.


Where can I find the Imagery / Photos used on website?

We use several sources for our photography: some of the photos are available on every Mac OS X system (system desktop imagery), and we also use iStockPhoto.com extensively. iStockPhoto images are inexpensive, very good quality, and actively support independent photographers. We do not include photos as part of our theme packages for several reasons (ultimately, to do so would drive up the cost of the themes to the benefit of a relative few), but if you'd like to use one of the images you've seen on our site in your own presentation, we've made it easy.

Sign in to Your Account, and navigate to the Theme Library page for the theme in question - Stock Photo References, when available for Royalty-Free use, will be listed at the bottom of the page. iStockPhoto images are noted by name and hyperlinked. Mac OS X Desktop Pictures, when used, are noted by name + directory.



How do I access my Free Upgrades?

Log-in to your account, free upgrades are automatically added to your account. If you would like to move up a level you can purchase Pro or Producer or Pro+Mobile packages at a reduced price through the upgrades tab.


There is a transition in a theme Demo Movie that I don't recognize.

There were several Keynote 2 transitions that did not go forward into Keynote 3 (or later), however you can usually still access them by going to Keynote's Prefs and checking the "Include obsolete animations in choices" box.


Where can I find the Imagery / Photos used on website?

We use several sources for our photography: some of the photos are available on every Mac OS X system (system desktop imagery), and we also use iStockPhoto.com extensively. iStockPhoto images are inexpensive, very good quality, and actively support independent photographers. We do not include photos as part of our theme packages for several reasons (ultimately, to do so would drive up the cost of the themes to the benefit of a relative few), but if you'd like to use one of the images you've seen on our site in your own presentation, we've made it easy.

Sign in to Your Account, and navigate to the Theme Library page for the theme in question - Stock Photo References, when available for Royalty-Free use, will be listed at the bottom of the page. iStockPhoto images are noted by name and hyperlinked. Mac OS X Desktop Pictures, when used, are noted by name + directory.



How do I access my Free Upgrades?

Log-in to your account, free upgrades are automatically added to your account. If you would like to move up a level you can purchase Pro or Producer or Pro+Mobile packages at a reduced price through the upgrades tab.


What is your refund policy?

Refunds are provided only for non-downloaded products, excepting cases in which multiple copies of a single item have been erroneously purchased. A store credit or exchange may be offered instead of a refund at the discretion of KeynotePro.
You can view all our sales policies at http://www.keynotepro.com/policies.html



 

Application Support

Application Support

We do not offer support for the iWork applications themselves. If you have questions regarding general use or issues involving either application the best place to start is Apple´s own support pages:

Community Support

Resources

The wider Keynote Community is full of great resources on getting the most out of iWork - these are just a few: