Frequently asked questions

The key is generated automatically after payment validation. If you didn't receive it:

• Check your Spam / Junk folder
• Make sure the email provided during payment is correct
• Wait 5 to 10 minutes (asynchronous webhook processing)
• If still nothing after 15 minutes, contact us with your email and domain

A license is linked to a specific domain. If you want to:

• Transfer to another domain: Contact us with your current domain and the new one
• Buy an additional license: For each additional domain, a new license is required (€6 annual or €11 perpetual)

If your key is not recognized during activation:

• Check that your domain matches exactly (e.g. example.com vs www.example.com)
• Check that you copied the complete key without spaces
• If the error persists, contact us with the exact error message

Your license is valid but the admin panel doesn't display? This can happen temporarily if:

• License server is under maintenance: The system operates offline (7-day cache), but during first activation maintenance can delay token delivery. Wait a few minutes and retry.
• Local cache not updated: Clear your browser cache (Ctrl+Shift+Del) and reload the page.
• Missing environment variables: Your server administrator must configure encryption keys in .htaccess (see installation documentation).

What to do:

• Wait 5 to 10 minutes if it's just after payment (webhook processing)
• Check the status indicator at the bottom of the activation panel
• If still locked after 30 minutes, contact us with your email and domain

We offer a 30-day satisfaction guarantee with full refund.

Conditions — You are refundable if:

• You have not downloaded the plugin
• You have not activated your license key

How: Use the contact form (subject "Refund request") with your invoice number. Processing time: 5 to 10 business days after approval.

ℹ️ See full details in T&C Section A.5

Annual licenses: They expire 1 year after purchase. You can renew at any time for €6 more.

Perpetual licenses: They never expire and include permanent updates.

To renew, contact us.

Report it on GitHub Issues with a detailed description and reproduction steps.

IMPORTANT: Do not expose vulnerabilities publicly.

• Do not: Post on GitHub Issues or public forums
• Do: Contact us directly (subject "Security issue") with confidential details
• We will treat with priority and confirm the fix

For a custom service (development, study, consulting, maintenance):

• Describe your project in detail: objectives, deliverables, timeline
• Specify your technical constraints (stack, hosting, integrations, budget)
• Use the contact form (subject "Request a quote")
• Response time: 48 hours with detailed quote

Each service begins with:

• A signed quote (mandatory) detailing scope, timelines and price
• Special conditions specific to your project (may prevail over general T&C)
• Service contract if applicable

See T&C Section B for full details.

Terms are defined in the individual quote and may include:

• A deposit on signature
• Balance on delivery or in instalments
• Agreed payment terms

Non-payment may result in immediate suspension of the service.

• T&C (Terms & Conditions) — Section A (licenses) and B (services)
• EULA (License Agreement) — Software rights and restrictions
• Privacy Policy — GDPR compliance
• Legal Notice — Publisher info and liability

See our Privacy Policy for:

• What data we collect (email, domain, IP address)
• How we use it (license activation, billing, audit)
• How long we keep it
• Your rights to access, modify or delete (GDPR)

If you have questions about T&C, EULA, privacy or other legal aspects:

• First check the legal documents above
• If not resolved: Use the contact form with your specific question

ℹ️ We respond Monday to Friday (business days). Emails received on weekends will be processed the following Monday.

• Mosaic GitHub Repository — Installation, usage, configuration
• Piwigo.org — Open-source photo gallery

• My GitHub — All my projects and contributions