Frequently Asked Questions

General Questions

Will Gravity Forms work on WordPress.com hosted sites?
No. The WordPress.com hosted platform is closed and you are not allowed to install additional plugins so you would be unable to install Gravity Forms. Gravity Forms only works on self-hosted WordPress installations.
Will Gravity Forms work on Joomla, Drupal, basic HTML or other non-WordPress sites?
No. Gravity Forms has been specifically developed and formulated to work with WordPress. It leverages core WordPress functionality and won't work on other content management systems. Please note, you can't use Gravity Forms with the hosted WordPress.com service at this time. We know.. bummer.
How Do I Install Gravity Forms in my WordPress Installation?

Gravity Forms are installed just like any other Wordpress plugin. You can use the built-in installer or alternately use FTP to transfer the files to your server.

See: https://codex.wordpress.org/Managing_Plugins

Why Can’t I Add or Install Gravity Forms in my WordPress Installation?
  • 1. You are on WordPress.com

    WordPress.com users can not install plugins. There is no plugins menu in the admin area of WordPress.com. However, there are some essential plugins pre-installed in each WordPress.com blog for common tasks such as adding a contact form, or adding social sharing buttons. If you want to install plugins, customize your WordPress themes or have more monetization freedom, then you would need to switch to WordPress.org. Wpbeginner.com has a comprehensive feature comparison of WordPress.org vs Free WordPress.com.

  • 2. You are Facing Memory Limit Issue

    The second most common scenario is that on a self hosted WordPress site, the user can see and access the plugins menu but is unable to install the plugin. The failure notice is usually caused by the PHP memory limit. On your web hosting, and inside WordPress there are settings that define the memory limit a PHP process can use. When a process reaches this limit, sometimes it gets killed and other times it gives an error like this:

    Fatal error: Allowed memory size of 67108864 bytes exhausted

    The quick fix to this problem is increasing memory limit PHP can use. To do that add this line to your wp-config.php file:

    define('WP_MEMORY_LIMIT', '64M');

    If this doesn’t fix it, then ask your hosting provider to increase the memory limit.

  • 3. User Role Restrictions

    Some developers do not give their clients full access to their own site. In this situation, the business owner usually only has editor level permissions which basically means add/edit posts and pages, and moderate comments. Only an administrator level user has the access to add or remove plugins. If you are the owner of the site, then you need to ask your developer to make that happen.

  • 4. You are on a Multi Site Network

    Another possible reason as to why you can’t see plugins menu in WordPress could be that your site is part of a WordPress Multi Site Network and network admin has disabled the plugins menu item on network sites. It is pretty much the same scenario as WordPress.com. The network admins need to consider the server stability, security, and load balancing issues. To solve this problem you can ask your network administrator to install plugins for you.

Visit wpbeginner.com for more information.

What does your paid support cover?
Our support team assists with properly installing and setting up the plugin, any problems using existing features or functionality, and bug fixes. Regretfully we cannot provide support for modifications or any third party plugins or add-ons. Please note that the support team members are also unable to act as consultants for general WordPress questions or how to approach or architect your project.
Do you provide phone support?
No. We do not provide support via telephone. All of our support is handled via email through our online ticket system. If you have an active Gravity Forms license, you can request support using the form at the following URL. https://www.gravityhelp.com/request-support/
Do I get updates for the plugin?
Yes. Software updates are delivered to all Gravity Forms users with an active license key via automatic update in WordPress. They can also be downloaded directly from the Gravity Help support site.
Which web browsers work with Gravity Forms
Gravity Forms has been tested with the most current versions Internet Explorer, Firefox, Safari & Chrome on the Windows PC platform. We've tested in the current versions Firefox, Safari & Chrome on the Mac OSX platform. Gravity Forms may function just as well in older or other, less popular browsers, but we only officially support those listed previously.
Which web browsers do you support?
We officially support the current major release and 1 past major release of the following browsers.. Internet Explorer, Firefox (PC & Mac), Safari (PC & Mac), Chrome (PC & Mac). For example, at this writing, the current release of Internet Explorer is version 11. That means we will officially support version 11 and version 10. Internet Explorer versions 6,7,8 & 9 are no longer officially supported.

License Questions

Who owns the license key/account?
The license key and support account are registered to the email address of the original purchaser. The original purchaser retains all rights to the license and account even if the account/key is renewed or upgraded by another party. The original purchaser can arrange a transfer of the license only by submitting a transfer authorization originating from the original purchase email address. Please contact customer support to arrange a license transfer.
What do I get with my license?
Your license grants you access to all of our support resources, documentation and product downloads for 12 months from your purchase date. Business license holders also get access to the basic add-ons. Developer license holders get access to priority product support, the basic and premium add-ons like PayPal, User Registration and many others.
What do I get for renewing/extending my license?
Renewing your license provides an additional 12 months of support and software updates. This provides peace of mind knowing you can turn to us for Gravity Forms related support and assistance. You'll also continue receiving software updates to ensure WordPress compatibility as well as great new features and enhancements!
My license expired. Can I still download old versions of the plugin?
No. An active license is required to access any of the Gravity Forms support resources including the downloads section. We also discourage running old versions of Gravity Forms for security and performance reasons.
Do I need to renew/extend my license?
Yes. The license key is valid for 12 months from the purchase date. An active license key is needed for access to software updates, downloads and support. Your license can be renewed each 12 month term at a discounted rate (up to 50% off) of the posted new license prices.
How much does it cost to renew/extend my license?
You can quickly and easily renew your license at up to 50% off the normal pricing within 60 days of your original license expiration date. The current Developer License renewal is $99.50 USD, the Business License renewal is $49.50 USD and the Personal License renewal is $29.25 USD. After the 60 day window has expired, all renewals are at full price. Coupon codes or other promotional discounts do not apply to renewals.
Will my forms quit working if my license expires?
If your license expires, your forms should still work unless something changes with the WordPress core itself. However, because you would no longer have access to software updates we do not recommend using Gravity Forms without an active license. Please note: it is very important to maintain an active license and to run the most recent version of the Gravity Forms plugin to guard against security vulnerabilities, prevent potential plugin conflicts, ensure compatibility with the WordPress core, etc.
Do I get a new key when I renew/extend my license?
No. A new key is not issued with a renewal. The original key expiration date is incremented by 12 months and you continue to use the same key you received after the original license purchase.
Where can I find my license key?
If you've already purchased a license key and need to retrieve the license number, you can do that on the support site at www.gravityhelp.com. Once you've successfully registered and logged into the support site, click on the "my account" link in the right sidebar and your active license key(s) will be listed at the top of the page.

Account Questions

Can I add multiple users to my support account?
No, each license is registered to the email address of the original purchaser and that's the only email address that can be used to login to access the support resources. This applies to all license levels.
Do I get any add-ons (PayPal, etc.) with the Personal License?
No add-ons are currently available with the personal license. The basic form add-ons (Mailchimp, etc.) are available with the business or developer licenses. The advanced form add-ons (PayPal, Freshbooks, Authorize.net, etc.) are only available with the developer license. Find out more about the Gravity Forms add-ons
Can I purchase a personal license & upgrade later?
Sure. You can buy a personal license and if you love Gravity Forms (we know you will..), then you're welcome to upgrade to a Business or Developer license. You can upgrade directly from the form settings page. Coupon codes or other promotional discounts do not apply to upgrades.
Can I purchase a developer license, downgrade later and receive a refund on the difference?
No. We don't downgrade licenses for any reason or provide partial refunds. If you prefer a less expensive license, simply let the current license expire and purchase a new license at the new desired level.
I already have multiple licenses. Can I combine my licenses in lieu of an upgrade or purchasing a new Business or Developer license?
No. We don't combine licenses. Our recommendation is to upgrade one of the licenses, then let the other(s) expire and just maintain the one multiple site license moving forward.
Oh No! The download link I received expired! What can I do?
No worries. If you've already purchased Gravity Forms and need to download the plugin files again, you can login to the support site at www.gravityhelp.com and grab the plugin files from the downloads page there. Note: If you haven't already registered on the support site, make sure you use the same email address you used when making your purchase so you have access to all of the member content. If you still have problems getting the files, just drop us a line via our contact form and we'll be glad to help.
How do I cancel my account?
Your key/account is valid for 12 months. At that time, you will be offered a chance to renew the license key. Renewals are completely optional. If you are no longer using Gravity Forms, you can simply ignore the renewal notice and the key/account will be suspended when the key expires.

Payment Questions

What types of payment do you accept?
Currently we accept Visa, Mastercard, Discover, American Express & PayPal. We only accept payments online so we will not be able to accept a purchase order, take a check or take any orders over the phone.
PayPal won't accept my credit card. Do you know why?
Usually PayPal is trouble free but from time to time people have problems using the credit cards to make a purchase. Here are some common questions and answers about using your credit card with PayPal
Do you offer refunds?
Yes, we offer refunds for the first 30 days following your original Gravity Forms purchase. We do not offer refunds on license upgrades or annual renewals. You can find more information about the refund policy here
Do you store my credit card information?
We don't capture or store any credit card information during your purchase. All of the transactional details are handled completely by PayPal and we never see any credit card numbers or details. We don't (and can't) automatically charge your credit card for annual renewals or anything else.
I need an invoice for tax purposes. Where can I find one?
Invoices are available to view and print from directly within the customer account page. Login with your support account credentials and print the invoice(s) at your convenience.

Other Questions

Do you provide customization services?
No. We can help you setup, install and troubleshoot the existing functionality of the plugins, but aren't able to provide full customization services at this time.
Do you have an affiliate program?
Why yes, we do have an affiliate program. It's pretty lucrative too. You can find more details on the program on the affiliate program page
I have other pre-sale questions, can you help?
Of Course. You're welcome to ask any question you wish from our contact form page.
updated: November 9, 2016 5:28 PM GMT-5