When you need help...
We provide online support and will address individual installation or use questions via our email support desk or in our forum. Unless otherwise specified phone support may incurr additional fees. Support is available for a period of 60 days after purchase. After 60 days additional fees may apply at our discretion. Support via the user forum is free.
Support Desk
User Forum
Frequenty Asked Questions
Q: What are the System Requirements?
A: CartKeeper System Requirements
Q: If I purchase a software license can I install it on other sites?
A: No - the system is licensed per shop - per installation.
Q: What if I buy your software and can't use it? Is there a refund policy?
A: Yes, if you are unhappy or unable to use the software we will issue a refund within 30 days of purchase. Click here to view the complete terms. Installation and customization services are non-refundable.
Q: What kind of support do you offer?
A: All of our software comes with 90 days of free support via our email support desk. After 90 days a minimal fee may be charged at our discretion.
Q: Do you offer free upgrades?
A: We offer free maintenance releases. Major version releases will incur an upgrade cost from the previous version. Details will be posted at the time of release.
Q: Can you help integrate my design?
A: Yes, we do provide this as a service. The price depends on the complexity of the design.
Q: Do you offer telephone consultation?
A: No - we ask that you use our support desk to ask questions or request customizations. In this manner we can properly track the conversation and provide you with concise answers, estimates and advice.
Q: Can I use Dreamweaver, FrontPage or other html editors to customize the templates?
A: Yes, however the editor must not modify the small PHP tags. It is best to work in an editor where you can also see the HTML as it is being moved around. (split screen) We also recommend using an FTP client to transfer files and can not support problems stemming from files which are transferred via the various "publish", "synch" commands.
Q: What is included in installation service?
A: We will transfer and configure the software to run on your host. This may include establishing a MySQL database. We will setup the proper file and directory permissions and also enable "Friendly Urls" if requested (CKGold only). Installation service does not include, design integration, payment gateway configuration or product entry. It also does not include modification of the software. If it is determined that your host does not meet the system requirements you may receive a full or partial refund of the installation cost. This depends how long it took to determine the hosting environment. It is highly recommended that you review the System Requirements and question your hosting provider or system administrator if you are unsure of compatibility.
Q: Can I customize the software?
A: Yes, you may modify the software to meet the needs of a single site. We do not support customizations and may only offer general information about the design of the system at our discretion.
Q: Will you customize the software for me?
A: Yes, we offer customization services when our schedule permits. Please take out a sales request outlining the details of your project.
Q: Can I hire an outside programmer to customize the software?
A: Yes, again this is not a supported action.
Q: Can you help me market my site?
A: Sorry - we'd love to help but it's not our area of expertise.
Q: What happened to CKShop?
A: CKShop has been discontinued as of May 1, 2006.
Q: How do I turn on SE friendly URLS
A: Open the file /inc/url_def and change the value
$REWRITE_URL = FALSE;
top
$REWRITE_URL = TRUE;
Near the bottom of the file are the rewrite rules. Copy these in to your .htaccess file and remove the slashes at the beginning of the line to uncomment them.
Q: How do I enable SMTP authentication for the emails that CKGold generates in versions prior to 2.7?
A: In the file:
inc/phpmailer/class.phpmailer.php
around line 170:
/**
* Sets SMTP authentication. Utilizes the Username and Password
* @var bool
*/
var $SMTPAuth = false;
/**
* Sets SMTP username.
* @var string
*/
var $Username = "";
/**
* Sets SMTP password.
* @var string
*/
var $Password = "";
Change that to:
/**
* Sets SMTP authentication. Utilizes the Username and Password
* @var bool
*/
var $SMTPAuth = true;
/**
* Sets SMTP username.
* @var string
*/
var $Username = "username";
/**
* Sets SMTP password.
* @var string
*/
var $Password = "password";
with "username" and "password" being a valid mail username and password. .
Q: How do I add a proxy server for curl communication with Authorize.net for sites hosted on godaddy?
A: Add this line:
into the file /inc/authorizenet/authorizenet_functions.php
right after this line:
curl_setopt ($ch, CURLOPT_RETURNTRANSFER, 1);
The "External Comm" method in the admin site settings must be set to 'cURL'.
