Frequently Asked Questions
We hope you will find on this page all the answers to your questions.
Concerning the functioning, installation, use and update of our extensions, you will find online documentation on the product sheet of each of our extensions.
If you encounter a difficulty in using a module you have purchased or a technical bug, we invite you to create a ticket via our helpdesk. Our support team will provide you with all the necessary assistance as soon as possible.
Can't find an answer to your question? Contact us, we will be happy to answer you.
I have several sites. Can I install your extension on several domains / sites / instances?
Our license allows you to use your extension on a single installation of Magento. The license is not limited to one domain, but to one instance of Magento. In other words, if you use several domains (multi-site) on the same instance of Magento, you can use the normal license. If you need to use your extension several times, for several of your sites, you will have to buy a license for each of them. However, you can install the extension on more than one instance of Magento if you use them for development and/or validation, and if they are closed to the public.
Do you have a license dedicated to integrators and web agencies?
A Partner Program is available for our regular buyers, allowing you to benefit from discounts on each order, up to -25%.
Installation and Compatibility
For which Magento editions are your extensions compatible?
All our Magento 2 extensions are compatible for the following Magento 2 editions:
- Magento Open Source
- Adobe Commerce on Prem
- Adobe Commerce on Cloud
Our Magento 1 extensions are not maintained anymore, we guarantee you a compatibility with Magento 1 Open Source only.
Are your extensions compatible with all extensions from other providers?
Yes, all our extensions are designed in such a way that they do not conflict with other extensions, whether ours or those from third-party providers. If you encounter technical problems, we invite you to create a ticket via our helpdesk.
Are your extensions compatible with the latest versions of PHP?
Yes, we follow Adobe's recommendations for PHP version compatibility.
This means that for each version of Magento for which we are compatible, we are also compatible with the corresponding PHP version.
We invite you to consult the PHP - Magento version correspondence table.
Do you provide an installation guide and where can I find it?
Yes, we provide detailed documentation for each extension. This resource is available from the product page of each extension.
How do I install or download my extension?
There are 2 ways to do this by logging into your account:
- Install with Composer by going to your "My Licenses" area
- Download the zip file in your "My downloadable products" area
You will find the detailed documentation of each extension on the product page of our store, indicating each installation step.
How do I install or download my extension?
No, we do not provide installation services. However, our support team is at your disposal via the helpdesk in order to bring you all the necessary assistance if our solution presents technical bugs preventing its good installation or use.
Can I install and update Blackbird extensions for Magento 1 with Composer?
No, the installation via Composer is only available for our Magento 2 extensions.
For Magento 1 extensions, the installation is done by downloading a zip archive from your "My downloadable products" space.
How to download the latest version of my extension to update it ?
You have 2 solutions by connecting to your account:
- Update with Composer, « composer updated blackbird/module_name ». If needed, your license key can be found in you "My licenses" space
- Download the zip archive of the latest available version by going to your "My downloadable products" area
You will find the detailed documentation of each extension on the product page of our store, showing you each step of the upgrade.
How long do I have access to updates for my extension?
You have lifetime access to your extension updates because we want to provide you with the best tool to improve your website.
Do I need technical skills to use your extensions?
It depends on your needs ;) But we work hard to provide you with ergonomic and easy to use extensions, and most of our extensions’ features can be used without writing a line of code!
What does your support package include?
When you purchase an extension, you automatically get 60 days of free support.
During this period, you can contact our support team via the helpdesk to get assistance on the installation or usage problems and to report any technical bugs that need to be fixed.
How can I contact you and get technical support?
Contact us via the helpdesk, our support team will answer you as soon as possible.
When creating your ticket, you will be asked for some information: we invite you to be as exhaustive as possible so that we can best process your request.
I still haven't received a response to my ticket created via your support platform
We are very sorry about this.
We strive to provide you with qualified support as soon as possible. Nevertheless, our human team can be very busy depending on the request and the response time is then impacted.
If your request is urgent, we invite you to specify it to us, we will then do our best to prioritize it.
I have detected a bug in your extension. How can I report it to you?
How to resolve conflicts between Blackbird extensions and third party extensions?
As an Adobe Solution Partner, we develop our extensions according to Adobe's writing and design standards.
However, if our solution conflicts with an existing third-party extension on your environment, please contact us via the helpdesk.
In the meantime, here are some quick fixes that we invite you to try:
- Disable the conflicting module: Check if the functionality of the third-party module is necessary for your business.
- Most of the time, conflicting extensions have similar functionality. And are therefore redundant with those of our modules.
- There are also cases where third-party modules have features that are no longer supported in the latest versions of Magento. In this case, the best is to disable them:
|bin/magento module:disable [-c|--clear-static-content] [-f|--force] [--all] <module-list>|
- Modify module loading order: It is also possible to resolve conflicts by modifying the module loading order using the Magento "/etc/module.xml" configuration file.
For example, if a Blackbird module needs to be loaded after a third party module, it is possible to define it in the "/etc/module.xml" file of the project:
- Check the changelog of the extension: we invite you to consult the changelog, available for each extension via the presentation page of the extension on our store, in order to check the last modifications and evolutions made.
- Update your extension: It is possible that a new version of your extension is available and that updating it will solve your current problem. We therefore invite you to go to your customer area and install the latest version using composer or download the corresponding zip file. The online documentation, available on the presentation page of the extension on our store, will explain you step by step how to proceed to the update.
I have the extension in its Magento 1 version and I want to upgrade it to Magento 2. What should I do?
The changes from Magento 1 to Magento 2 are major. We had to rewrite entirely our extension to make it compatible and functional with Magento 2, that's why it is not a simple upgrade.
In this case, you will have to place a new order for the Magento 2 extension.
Are the updates free?
Yes, the access and installation of updates for each of our extensions is and will remain free.
My 60 days free support period has expired. Can I extend my support time?
Yes, we invite you to create a ticket via our helpdesk.
Our team will ask you, depending on your request and your situation, to add additional support time. A link will then be sent to you so you can place the order for this support extension.
The extension I purchased does not suit my needs, can I get a refund?
Yes, you can request a refund within 14 days from the date of purchase.
Please feel free to give us your feedback and the reason for your withdrawal so that we can improve. :)
Purchase and customer account
Can I request a free trial?
You can use our demo sites (front and back): access to the demo is available directly via the product page of the extension on our store.
Please also note that for each extension order, you have a 14-day cancellation period.
If you realize during this period that our solution does not meet your needs, we invite you to let us know in order to propose a specific development.
If you still wish to withdraw, we will cancel your order and refund you in full.
How can I get a discount?
We offer discounts throughout the year. To make sure you don't miss out on any, we invite you to subscribe to our newsletter.
If you are a web agency, a freelance developer or if you make recurring purchases of Magento extensions, the Partner Program will allow you to benefit from discounts on each of your orders.
What are the authorized payment methods?
- Credit card
- Bank transfer: to be done as soon as possible in the days following the order (you will find the account information to be credited in the order confirmation email)
Do I have to enter my VAT number to pay for an extension?
No, you are not required to enter your VAT number when ordering.
However, please note that :
- Entering your VAT number when ordering allows you to automatically remove the VAT amount and thus pay only the amount excluding VAT.
- Once the order is validated and paid, we will not be able to reimburse you for the VAT amount, even if you indicate its number afterwards.
I can't enter my VAT number, it tells me that it is invalid. What should I do?
How do I cancel my order and get a refund?
Please contact us via the helpdesk to inform us of your request.
We will first try to see if we can provide you with a specific solution to your request, or to correct any bugs you may have detected.
If you still want to cancel your order, please note that the withdrawal period allows you to obtain a full refund within 14 days. After this period, we will adjust our refund capacity according to your situation.
I am taking over the management of the module within my company, or transferring it to someone else. How can I transfer my license rights to another account?
Please contact us via the helpdesk and provide us with all the necessary data for the transfer:
- order number and extension concerned: if you cannot find the order number, an indication of the order date could be useful to us.
- the current beneficiary account: name, company and e-mail of the buyer.
- the account to which to transfer the license: name, first name, address, company, phone number, VAT number.
We will then associate the license right to this new beneficiary.
Can I modify or add information on my invoice once my order is validated?
No, for accounting and legal reasons, we cannot modify an invoice once the order is validated. If you encounter any difficulties or have any questions when placing an order, please contact us by creating a ticket on our helpdesk.
Can I modify the extension once it is installed?
Yes, you can. All our extensions are 100% open source. Nevertheless, you are required to refer to the terms of the license under which the extension is developed and marketed (OSL 3.0 or our license). Don't forget to read them!
I am interested in one of your extensions, but I will need additional features. Do you do custom development?
Yes, as our core business is to provide you with solutions, we can specifically develop a feature on a case by case basis so that the extension fully meets your needs.
For this, we invite you to contact us via the helpdesk and to detail your request.
What are your rates for custom development?
The cost of a specific development depends on the project; its level of complexity, the time needed to analyze the need, to define specificities and to develop the solution.
We invite you to contact us via the helpdesk with details of your request, so that we can offer you a quote.
How much does it cost to join the program?
Registration is FREE! Just write us and we'll enroll you in the program, free of charge, so you can take advantage of upcoming discounts.
When do orders start to count? Is it retroactive?
We count the number of orders from your very first one placed on our store.
How long is the status/level valid?
There is no time limit! You can reorder after 2 months, 6 months or more: the counters will not be reset.
Is the code sent automatically or do I have to ask for it?
We take care of everything, you will automatically receive an email as soon as a level has been reached, with the promo code to benefit from the higher discount amount.
Is the promo code valid only once?
The code sent to you is valid for all your future orders, until you reach the next level of the program.
After 12 orders, you will be able to keep your coupon code to get 25% off all your next orders!
Is the Partner Program for me?
Yes, if you are one of the following:
- Web agency
- Freelance developer
- Other frequent buyer
- Adobe Solution Partner