Troubleshooting Common Issues with your Purchase
In an effort to provide you an easy resolution to common technical issues that may arise with your purchased item(s), we’ve provided some resources below that we hope will help. Just click on a topic to learn more! We also offer other helpful resources you can use to troubleshoot product issues in this section of our Help Center.
- File will not open in my program
- I do not have the program for the product I purchased
- Fonts missing glyphs/swirls/flourishes
- Product is not working the way it’s supposed to
- Product is a flat image, and a layered image was advertised.
- Product displays showed a specific font or photo, but the fonts/photos are missing from the files
- Wordpress error during installation
- ZIP file cannot unzip or is corrupted
- I'm having trouble downloading the product
First, make sure you have unzipped your product. Since all Creative Market products are provided as ZIP files (compressed files), you must first unzip the file in order to use the product. If you're unsure how to unzip your file, you can learn how to do that here.
If your product is already unzipped, but you’re still having trouble opening the file, please make sure you’re opening the file in the correct program on your computer. Our File Type FAQ page reviews some common file types found on Creative Market and the corresponding programs that are typically used to open them.
We recommend that you review the product description written by the shop owner very carefully before you purchase. Many shop owners clearly describe what software is required and which versions are required of that software, directly in the body of their listing description. Also, pay particular attention to the "Compatible With" parameter in the product specifications directly below the screenshot. Additionally, you can view the included files in the product. This shows important information about file types and software compatibility.
For example, this product is compatible with [Ps] and [Ai], which means that you'll need Photoshop and Illustrator to use the product. Clicking "Preview All Files" shows the product contains both PSD and AI files. (You can view a listing of all of the files in the product by clicking "Preview All Files.")
For more information about common file types, check out this article.
Some sellers have added specific version compatibility information about their products. If they have, it's available if you mouse over the software icon(s):
Otherwise, for specific questions about whether or not the product is compatible with your software or version, we recommend that you contact the seller directly, and they’ll be happy to help answer your questions.
Many shop owners include User Guides or "Read Me" files that will get you started after you download the product. Make sure to review these to learn how to work with your new purchase!
If you don't have the specific software required to use the product, you may be able to download a free trial. Below are some links to free trials of the most commonly required software:
- Adobe Creative Cloud Apps (Photoshop, Illustrator, InDesign, etc)
- Sketch (Can be used for vector editing for EPS files, etc)
- Microsoft Office (Word, Powerpoint, etc)
There are a couple of reasons why your font may not seem to be functioning correctly. First, please check the product folder to make sure there are no specific instructions provided by the shop owner. Second, it is important to check the program in which you are using the font. Generally, word processing programs such as MS Word, presentation programs such as Microsoft PowerPoint, or cutting programs like Cricut will not offer robust OpenType support. This means they are not built to display some special features (like alternates and ligatures) that many Creative Market fonts offer. In general, we recommend that you use these fonts in more OpenType-savvy programs, such as Adobe Photoshop, Illustrator, or Adobe InDesign, etc. These apps are better choices for that type of usage, because they are more equipped to better handle the OpenType features of your purchased font.
To read more about font installation, using your new font, and how to get the most out of your font, check out our Font FAQ.
It’s always disappointing when a product doesn’t work in the way you expect! If you’re having a technical issue, 9 times out of 10 the shop owner is able to resolve your technical concern, so you should contact the shop owner directly to get your specific question answered. Do this by sending them a private message by clicking on the Message button on their shop page or posting in the comments section of the product page.
Note: Most shop owners sell on Creative Market part time, so they may take a few days to reply. Please note: If we contact them on your behalf, it increases the time to reply to you. However, if you don’t receive a response in a couple of days, please feel free to contact Support.
Many of our products- especially our templates and presentations- show a product in use, or in a hypothetical real-world situation. For example, a résumé template might be shown mocked up on a table, using special fonts or photos to enhance the look and feel of the product. However, these fonts, photos, or mockup(s) will not be included in the actual résumé template product files at delivery.
For copyright and licensing reasons, we do not allow our Shop Owners to bundle third-party assets (like fonts, photos, mockups, frameworks, etc) in their product files. They may not upload any asset that they did not create. However, if a seller offers a product (like a template) that relies on another font or photo, they may instead provide a link to where these fonts or photos may be downloaded, which will allow you to replicate the style depicted in the product displays.
If you've purchased a product that relies on a third-party font, you may have to install that font prior to using the product, or else you may notice formatting or layout issues. If you are unsure where the asset(s) may be downloaded, please consult the product listing, product help files, or send the seller a message. It is important to review the product listing carefully prior to purchase to be aware of what to expect.
First, we would suggest checking the product folder to make sure there aren't multiple versions of your product. Often times, shop owners will provide a flattened sample file along with their original high quality layered file. For instance, a shop owner could include a rasterized graphic, which will appear pixelated upon enlargement. However, in the same folder, there is a EPS/AI file that contains the scalable, layered vector format of that same graphic, which would allow you to resize the product without suffering any loss in quality.
First, please make sure that the theme you purchased is a theme built for Wordpress. All of our Wordpress themes are found in our category here, and they differ from themes built for other platforms (like Bootstrap, Ghost, Joomla!, etc). Additionally, HTML website templates are not the same as Wordpress themes and cannot be installed on Wordpress.
Second, please note that Creative Market sells Wordpress.org themes, which you host yourself. In most cases, our themes are not built to work with Wordpress.com. Learn more about WordPress themes/templates on our site here.
For more troubleshooting tips for your Wordpress theme, please consult your theme's help documentation, which can be found linked in the product description or as a help file in your product folder. You may also contact the seller for more assistance. Finally, we have provided a resource on installing installing your WordPress theme in our Help Center.
There are a couple things that could be causing the issue. Here’s some things to check:
- What size is the original file? Make sure the downloaded file is the same size as the original product file. If your downloaded file is smaller, your file probably did not download correctly.
- I'm getting a .cpgz or .part file. This signifies an incomplete or partial download, and we suggest that you try downloading the file again. This often happens when a large download fails, and here are some tips that help as you download large files.
- File is the correct size, but it is corrupted. If it is a large file, there may have been a download error that occurred. Please try downloading the file again and consider using a download manager to avoid more issues.
- I get a RAR or 7z file. If this is the case, you will need a special extractor, which you can download free here: Windows | Mac. You can learn more about unzipping files here.