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

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.

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 satisfaction guaranteed refund policy, with the duration shown on the product page at the time of purchase (also noted on your invoice).

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, at the price shown on the product page.

Perpetual licenses: They never expire and include permanent updates.

To renew, contact us.

The extension works, but it relies on a shared components bundle that a connected gallery downloads on its own at activation. Without Internet access that bundle never arrives: the interface stays fully functional, but some display elements fall back to a simplified version.

To install it by hand, from a connected computer:

1. Download the bundle: shared components bundle
2. Extract the archive
3. Drop its contents into your gallery's local/jm-commons/ folder, creating it if it does not exist
4. Reload the administration panel

This bundle is shared by all our extensions: it is installed once per gallery, whatever the number of extensions in use. It carries no licence and is tied to no purchase.

Yes, in specific cases: attempted fraud or circumvention of the validation system, flagrant breach of the terms of use, or intellectual property infringement detected in your usage.

We send you an email before taking any action. If revoked, the Pro edition files may be removed remotely from your installation, automatically and cryptographically signed — your Free edition remains fully functional.

ℹ️ See full details in EULA Section 8.3

Open your Piwigo extension's admin panel, Help & support section, then use the "Report a bug" button: it opens a pre-filled GitHub issue with your diagnostic.

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.

• Each extension (Mosaic, CentralAdmin…) publishes its documentation and GitHub repository directly in its admin panel, Help & support section
• Piwigo.org — Open-source photo gallery

• My GitHub — All my projects and contributions