Billing, license keys, and activation help
Need help with your order, license key, billing, or moving your add-on license to a new site? Contact support@axtolab.com.
Payment and license issues
We prioritise payment, license key, and activation blockers so you are not left stuck after purchase.
General product questions
Setup questions and non-urgent support requests usually get a first reply within 1 business day.
License and order help
Start with any order, receipt, or support email you received. If you cannot find your license key there, email support@axtolab.com from the same address used for the order.
Try these first
Most billing and license questions can be solved in a minute or two with the right starting point.
Find your license key
Check any order, receipt, or support email first. If you cannot find the key there, contact support@axtolab.com from the same email address used for the order.
Include your product name and order email so we can help faster.
Manage billing
If your Stripe receipt or subscription email includes a Manage billing link, use that first to update your card, view billing details, or cancel renewal.
If you are unsure which billing path applies, contact support with your order email.
Move your license
Deactivate the license on your old site first, then activate the same key on the new site.
No access to the old site? Email support and include both site URLs.
The fastest way to get help
Email support@axtolab.com from the same address used for the order when possible.
Please include:
- Product name
- Order email or support contact email
- Site URL
- Screenshot or exact error message
Billing help, license help, activation help
Billing help: updating your card, finding the right billing path, cancellation questions, and refund requests.
License help: locating your key, retrieving it later from your account, and fixing activation problems.
Plugin support: if something in the plugin is not behaving as expected, send the exact error message and your site URL so we can help faster.
Common support questions
Start here for account, license, billing, setup, and product workflow questions.
Does AI Connector require a license key?
No. Both the WordPress.org Free build and the axtolab.com Core build of AI Connector are fully free, with no license key, activation step, or paywall. License keys will apply to future paid add-on plugins only.
Where can I find my license key?
License keys apply only to paid add-on plugins. If you purchased an add-on, check your Axtolab order email and your account downloads. If you cannot find it, contact support from the same email address used at checkout and include the product name.
I paid for an add-on but cannot find my license key
If checkout completed but the license key is missing, send the order email, product name, and any receipt details to support. Do not send passwords or private keys.
How do I move a paid add-on license to a new domain?
For paid add-ons: deactivate the license on the old site first, then activate the same key on the new site. If you no longer have access to the old site, contact support with the order email, old site URL, new site URL, and product name. AI Connector itself has no license to move.
My license says expired, but I already paid
Contact support with the order email and product name. We will review the renewal and license state with you.
How do I request a refund?
Email support with your order email, product name, and receipt. Founder Early Beta paid add-ons and bundles have a 30-day full-refund window. Standard non-beta purchases use the regular 14-day first-purchase review window.
How do I cancel a subscription renewal?
Use the Manage billing link from your Stripe receipt or Axtolab account flow when it is available. If you cannot find it, email support from the order email and include the product name so we can route you to the right billing path.
Why do I need an Axtolab account for downloads?
To download AI Connector Core or any paid add-on from axtolab.com, you need a free Axtolab account. The account ties your downloads, update notifications, and (for paid add-ons) license keys to one email address — and gives support a safer way to help without asking for private keys or admin access. The WordPress.org Free build does not require an account: install it directly from WordPress Admin → Plugins → Add New.
How does the bundle license work?
The bundle uses one license key for the listed add-ons in that bundle tier. Install Axtolab AI Connector first, then install each add-on you need and activate it with the same bundle license key.
Do I need Axtolab AI Connector before installing an add-on?
Yes. Axtolab AI Connector is the base plugin for the portfolio. Install and connect it first, then install any add-on that provides the workflow you need.
Which connection method should I use?
Use OAuth for supported web AI clients, the desktop bundle for supported desktop clients, and Application Passwords or bearer tokens only where that workflow specifically calls for them.
What should I check before using an AI client on a production site?
Start with the narrowest permission preset, use a dedicated connection, verify the audit log, and run a low-risk read-only test before allowing write actions.
Does AI Connector need my AI provider API key?
No for normal Claude, ChatGPT, or desktop-client connection flows. Those clients use your account with that AI client. Provider keys are only used for WordPress-run workflows that call a provider directly, such as image generation or a specific add-on fallback path.
Why do I not see an add-on tool in my AI client?
Confirm the add-on is installed, activated, licensed if required, and compatible with the active Connector version. Then reconnect or refresh the AI client so it can discover the current tool list.
Why does image generation ask for a provider key?
Image generation uses the image provider you configure for that product. Add the supported provider credentials in the plugin settings, then run a small test before using it on production media workflows.
What should I ask AI Assistant first?
Start with a planning or read-only prompt. Ask it to summarise site context or draft a checklist before letting it create or edit WordPress content.
Can AI Store Manager update product copy directly?
Use the preview-and-review path first. Let the add-on draft product copy, then check facts, claims, tone, and layout before saving changes to a live product.
What is a safe first WooCommerce write test?
Use one low-risk product and ask the agent to propose the exact change before applying it. Avoid bulk price, stock, order, or customer changes until single-item workflows are proven.
Why is a plugin or workflow missing from Spend Governance?
Spend Governance shows compatible sources after they produce activity through supported Axtolab or WordPress paths. Run a small compatible workflow first, then refresh the dashboard.
Still need help?
Choose the product and category, then prepare a tagged support email with the context already included.