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Frequently Asked Questions

Browse our detailed frequently asked questions below, search the knowledge base or post your own questions for the ThemeCloud Support team. We're here to help you be successful.

  • How to install WordPress using WordPress Tools

    Here are the steps to install WordPress through your BlueHost cPanel:


    Step 1: Access the cPanel through i.bluehost.com

    Step 2: Select "cPanel" on the top toolbar

    Step 3: Click 'WordPress Tools". 


    Step 4: Select the "New Install" option (Only add something to the "Path" section if you want to install to a sub-folder: Example www.mysite.com/test) The site name or title can be anything you like. Create a admin username, Password and email address. Then click "Install WordPress".



    You will then be re-directed back to the main WordPress Tools page when the WP install has been completed.






  • Update your WordPress script version manually.

    1. Navigate to the My Sites tab on the left handside of your Marketplace account.

    2. Click on the 3 dot menu next to the domain name. 

    3. Click on the Advanced options. 

    4. You will see the menu in the image. You can choose the update site version. 


    5. Select Site version. 

    6. Click sync site version and that will update your site. 

  • Download Item And All Supporting Files.

    How to download your theme files and all supporting files

    1. Click on your username. 

    In the upper right hand corner of any Marketplace page you will see your username.

    2. Click on "My Purchases". 

    3. Click on the theme tab on the left hand side. 

    4. Click on the "Download" arrow button which will open a menu list of downloadable files related to the item.

    5. Click on the file that you want to Download and then check for the files on your computer.  

  • I Expected The Theme To Look Exactly Like The Demo!


    After installing your new theme you may notice that the site does not yet look like the demo. The best way to do this is by downloading two files, the documentation and the Demo Data. 

    Our sellers are fantastic and want you to have the best experience with their theme as you can and this is why they take the time to put together the documentation.  When you Download the documentation file you will want to click on the file called index.html or read me.  This file will walk you through all of the necessary steps to set up the theme exactly like the Demo.  

  • Item Support

    How to contact the seller for support.

    One of the great benefits of buying a theme from the Marketplace is the support offered by our awesome sellers.  Follow these steps to get  support for your specific item. 

    1. Log into your BlueHost Marketplace account.

    2. Go to the actual item page.

    3. Click on the link under the item picture Support Forum.

     4. You will now see "Add New Comment". Fill out this form and then hit submit.  

    *Please allow the seller 24 hours to respond as some sellers are international and not on US time.

    Way to go you have now submitted your question for the seller. 

  • Manual WordPress installation.

    Create a Database and User

    To install WordPress when automatic database creation is not available you need to manually create a database, user, and assign the user to the database. For more information on the process of creating a database and user see How to Create and Delete MySQL Databases and Users. These are the basic steps.


    Creating A New Database

    1. Log in to your Bluehost cPanel account.
    2. Go to the cPanel in your account.
    3. Under the databases section click on MySQL Databases.
    4. In the new database field enter a name for the database.
      Note: The database name can be anything you like but I recommend the name be something related to your site. Vague names like "database" or "wp1" may make it harder to tell what the database is for. Especially if you have multiple databases.
    5. Click Create Database.
    6. Click Go Back.

    Creating A New User

    1. Locate the MySQL Users section.
    2. Under Add New User enter a username and password.
    3. Click Create User.

    Assign the Database User

    1. Under Add User to Database, select the new user from the user drop-down menu.
    2. Select the new Database.
    3. Click Add.
    4. Select All Privileges.
    5. Click Make Changes.

    Install Through Marketplace with Database Creation Turned Off

    From this point the installation of WordPress is normal with one exception. When you get to the installation options page you must click on Advanced options and disable automatic database creation. Then manually enter your database information.

    1. Go to Marketplace and start the installation.
    2. Check the "Show Advanced Options" box.
    3. Uncheck the "Automatically create a new database for this installation" box.
    4. Enter the new database information.
      • The Database Name is the name of the new database you created.
        Note: Don't forget to include the prefix on the database name which is your username followed by a "_". The Database name should look something like examplec_exampledb.
      • The Database User is the name of the new user you created and assigned to the database with all privileges.
        Note: Don't forget to include the prefix on the user name which is your username followed by a "_". The Database user should look something like examplec_user.
      • The Database Password is the password you created for your database user.
      • The Database Host should be left at its default value of localhost.
      • The Database Prefix is a random set of characters followed by an "_" you do not need to change this field.
    5. Agree to the terms and click install now.

    The install should proceed and use the database you manually created.

  • StyleSheet is missing .CSS Error

    This is a WordPress error message that is misleading and it actually means that either the wrong file is being uploaded or the theme files packaged differently than expected as some authors may have zipped it for you, others do not.

    You may need to compress the theme files. This file is often called the name of the theme within the zip you have downloaded. This file will contain the header.php, .css (stylesheet). Right click this file and choose to compress, then upload only that file.




  • How do I update a theme on WordPress?

    To update a theme purchased by from the Marketplace. Simply login to your WordPress Dashboard and select the "Appearance" tab. from there, if there is a update available for your theme in use, you will see a red boarder around the theme thumbnail titled "Update Available". Click on the update option and the theme will update. 

  • Install your Theme button.

    If you are looking to install your theme yourself this will give you some guidance on getting those theme files. When in your Marketplace account and you are trying to install your theme you will want to go to the Themes tab on the left hand side.  Once there you will scroll down to your theme purchase. Instead of clicking on the install button you will want to click on the Download Drop down button next the Install button. That will give you a menu showing the Theme Files, Demo Data and Help File. You will want to download those files and then login to your site and up load them there.   You can see that Download drop down arrow with the theme files here: install.png


    If you would like us to do the work you can click the Install button and it will give you a pop up window showing three services that we offer. One will be the option to have us install the theme or the second is to let us install the theme and set it up like the demo for you. Shown here: install_button.png


    If you have any other questions please give us a call and we would be happy to help you. You can reach us by phone toll free at 855-464-5345. We are available Mon-Fri 9-5 MST

  • Can't Login To My WordPress Site.

    Sorry for the trouble you are having logging in. For our customers privacy we don't store login details.

    To find the username for your WordPress account:

    1. Log into phpMyAdmin from your hosts control panel. 
    2. Click on the Databases link and then click on the database you want to edit from the list that appears. 
    3. You will now be faced with a list of tables in that database. 
    4. In the right-hand pane scroll down to "wp_users" and click on the "Browse" icon (if you hover over the icons you'll notice a tooltip appear). 
    5. You'll now see the list of users for the site. The Admin will be the user with the ID number 1.

    If the "Lost your password?" link doesn't work, this link gives you the steps to follow to reset the WordPress password: http://codex.wordpress.org/Resetting_Your_Password


  • How To: Move WordPress From Subfolder To Domain



    In this post we are going to be walking you through the process of how to move your WordPress site from a subfolder to the folder for your domain.


    • For this guide I will be using the following domain as an example: site.com
    • For the WordPress install in the subfolder I will be using: site.com/wordpress


    • The first thing you will want to do is make sure that anything in the folder for the domain that you want to keep is moved or backed up. That way, what we will be doing in the following steps will not overwrite it.
    • Next, login to the admin dashboard at site.com/wordpress (the site in the subfolder) and once logged in we will go to the Settings > General area.

    • Once there you will see two URLs at the top and they will be the domain/subfolder (so using my example it will be http://site.com/wordpress).

    • You will then want to remove the subfolder (again using my example it would then be http://site.com)

    A word of caution: Once you change the URLs and save those changes you will no longer be able to access the site at its current location (site.com/wordpress).

    • Once the URLs are changed the next step will be to go to your hosting account’s control panel and to whatever file management they have (most will call it the File Manager) and then move all the files from the subfolder into the folder for the domain.

    NOTE: So if the domain you are working with is the main domain, then on most hosting it will use the public_html folder and your subfolder would be something like public_html/wordpress. So you would need to move the files from the public_html/wordpress folder into just the public_html folder.

    • Once the files are moved then you should now be able see the site normally and login to the admin dashboard using just the domain name in the URL (again, using my example I would be able to just go to site.com/wp-admin , the normal WordPress admin login)


    • If you have issues with any pages giving 404 errors or not working, you will first want to try resaving or changing the permalinks. You can do that by going to Settings > Permalinks in the admin dashboard and either just re-saving them (clicking the save button without changing anything) or change them to something else and then save that.

    • If you still have issues after that you can try using a plugin like Velvet Blues to make sure that any old URLs (ones that were using the subfolder) are replaced with the new URL (just the domain name).
    • If neither of the above help then you would want to contact your hosting company to see if there may be any other issues.

  • How to Login to your WP site

    Here is a video that will walk you through logging into your WordPress site: https://www.youtube.com/watch?v=UMud3ZXCIl4

    Login to WordPress through Wordpress Tools

    These steps will explain how to use Wordpress tools to log into your site.

    1. Log in to your Bluehost cPanel account.
    2. Click the Wordpress Tools link at the top.
    3. On the left side click the Users tab.
    4. Under Select WordPress choose the Wordpress install you would like to login to.
    5. Under Wordpress Users click the login button next to the user you would like.


  • How to login to your WordPress Admin Dashboard

    How to log into your WordPress Dashboard

    Step 1. go to your Admin URL. Your Admin URL is your Domain name followed by /wp-admin (example: Yourdomain.com/wp-admin)

    Note: You should see this page when you go to your Admin URL



    If you do not see this page, make sure you have installed WordPress. If you have installed WordPress, and this page is not showing up please contact Hosting support to troubleshoot the error. You can contact them here: 1 (888) 401-4678

    Step 2. Log into your WordPress website by entering your WordPress Credentials. 

    Note: If you do not have your password or your password isn't working you can contact hosting support and they can help you reset that manually. 

    Step 3. Edit your Website.

  • How can I get support for the item i purchased.


      All item-specific support happens on the actual item page where the seller can assist you. Under the preview image you’ll find a tab labeled “Support Forum”. Click this tab and leave your question for the seller. We do ask that you allow the seller 24-48 hours to respond due to a possible time difference.

  • What is the refund policy?

    A majority of items purchased from the BlueHost Marketplace are non-tangible, digital goods and because of the nature of the product there are very few instances where a refund is given. If you have purchased an item and you feel it is not functioning as advertised, please send us a support ticket and explain the issue in detail. Also, be sure to name the item you’re having issues with. From there, we’ll have a review process to determine if the item is not delivered as promised. If we find the item is not working, functioning or is corrupt, it will be fixed or a refund will be given. If the item has not been set up properly by following the help file, refunds will be subject to the Marketplace staff’s discretion. Any purchase older than 90 days will not be refunded.

  • If I change my theme, what will happen to my site?

    If you change your theme from a free/premium to another free/premium theme, your content will not transition over the same. The posts, media, pages will keep their content but the layout will be different. 

    Once you start adding content it will begin to look more like the demo. Take a look at the theme Help File for instructions on how to set your theme up like the demo.

    The seller has included the demo content for you, it's called "Demo Data". It's an .XML file that you can import this into WordPress to help get your site set up to look like the theme demo. The Help File should instruct you on how to do this.

    Once you have done either of these things, your site will start to look more like the demo.

    The Marketplace does offer a service to do this work for you. he-theme-demo

  • Unwanted Emails from Spammers

    If you have just signed up through BlueHost and registered a domain and now you are getting a lot of unwanted spam emails there is a reason. Once you register a domain your information is attached to that domain. People and bots scan for new domains regularly. If you don't want these spam emails you will want to reach out to BlueHost at 1 (888) 401-4678 and get some site security. They will be able to replace your information with theirs and your identity will be protected. I'm sorry for all the trouble. You can reach the marketplace support if you have any other questions. You can reach us by phone toll free at 855-464-5345. We are available Mon-Fri 9-5 MST

  • Slow WordPress Site

    This will help you on how to debug WordPress Performance.


    You can use these two sites to see how fast your site is running:





    First Byte Time - This is Time Before First Byte, so this is the time that it takes the server to respond.

    Keep-alive Enabled - KeepAlive will reduce the latency with HTTP transfers to the same server and will reduce connections needed to the server.

    Compress Transfer - Gzip can be easily enabled for a site, it will compress files that are being transferred, which makes them faster.

    Cache static content - Which is browser caching, using mod_expires or similar.

    Effective use of CDN - If a CDN is being used for a site. If Photon is being used it will not show, since Photon is a reverse proxy and a CDN.


    Static Page Caching:

    So a simple way to enable page caching on a site is to use this plugin.

    Endurance Page Cache


    It will create a HTML version of every page and post on a customer’s site.

    So that the HTML version is served when someone visits that site. It means a site will be a load faster because WordPress and PHP is never loaded.


    Browser Caching:

    An easy way to enable browser caching on a site is to use this plugin. Endurance Page Cache


    So the plugin will write in the browser caching rules, for the different file extension types into the sites .htaccess file.

    So the next time a users visits the site, the most common files on the site, will be served from their browser cache and will not have to request those files from the hosting server.


    Make sure that PHP7 is being used on a site, this will improve performance on how fast PHP can be processed over using an older version like PHP 5.5 or 5.6.


    Easy site fixes to reduce HTTP requests:

    To disable the emoji in WP core from loading on a site, you can fix wp-emoji-release.min.js from loading on the front-end using this simple plugin.

    Disable Emoji



    How to optimize a site DataBase with a plugin:

    It is easy for a WordPress site database to become bloated with a number of post revisions, expired transients and orphaned postmeta.



    Very easy plugin to do, will give options to delete post revisions, expired transients and orphaned postmeta.

    This will reduce the size of the DB making queries faster.


    How to speed up the WP Admin on a site?

    Restrict the Heartbeat API from making calls.

    There is a plugin that you can define this in.

    Heartbeat Control


    Settings > Heartbeat Control


    What if a site is causing slow queries?

    The two best plugins to find what resources are being used on a site and if a plugin on a site is causing slow queries in the site database.

    Debug Bar


    Query Monitor



    How to minify CSS and JS files:

    So the easy way to reduce the number of HTTP requests on load, is to minify CSS and JS files of the active theme.

    There are a couple of plugins that do this. Autoptimize


    WP Minify Fix


    Another simple fix to remove the query string, which can improve site caching.

    So this can be fixed with a simple code snippet or you can use a plugin like.

    Query Strings Remover



    Disabling Gravatars:

    So if the site does not have comments enabled and does need to pull display Gravatars, then you can just disable them.

    This will prevent the Gravatar HTTP calls on site load from happening.

    Settings > Discussions > Show Avatars un-check

    If you did still need to display an image for Avatars, but not have the call to Gravatar.

    You can use this plugin.

    WP User Avatar



    Lazy loading images, video and comments:

    So you can enable lazy loading for images very simply with any of these plugins.

    Lazy loading does cause issues in images used in Slider Revolution images, so something to be aware of.



    Disabling pingbacks and trackbacks:

    Trackbacks and pingback are considered a legacy feature, which can cause performance issues.

    You can use Ahref or Google Alerts to see who is linking to your content.

    So to disable go to Settings > Discussion and then clicking on Allow people to post comments and new articles. 


    Purging Caches:

    The page cache can be cleared in the Must-Use plugins, then Purge Cache.
    The purge cache button will purge both the page cache and the NGNIX+/Varnish cache. Browser caching can be cleared from the links on this site. http://www.refreshyourcache.com/en/home/

    If a customer is using a CDN for their site, then the CDN will have an option on that specific site to be able to easily purge the CDN cache.

  • Trouble Logging Into Your WordPress Admin

    Congrats! You have now successfully installed WordPress through the installer! Now you can visit your site: Example (www.mysite.com/wp-admin) You will see this landing page after a successful install:

    Now, you can either press the Green “Admin Login” button and that will direct you to the admin login page:

    From here, you will need to enter in the credentials that you created when you installed WordPress. When installing through the MOJO Marketplace you will find your credentials here:


    Click on the “View your credentials” and you will be directed here:


    This is your username and password to log you into your new WordPress site.  

    If the credentials are not working, feel free to call us at 855-464-5345 or you can speak to BlueHost support directly at 1 (888) 401-4678. 


  • How Do I Build A New Website While My Current Website Is Still Live?

    You can achieve this by installing WordPress to a subdirectory on your domain. You can build the site on that subdirectory, then, once your new site is built and you are ready to go live, your host can help you make the transition from subdirectory to the live site. 

  • Where Can I Ask A Question About An Item I Want To Purchase?

    The best way to get your pre-purchase question answered is on the actual item page where the seller can assist you. Under the preview image you’ll find a tab labeled “Support Forum”. Click this tab and leave your question for the seller. We do ask that you allow the seller 24 hours to respond due to a possible time difference. 

    If you have any other questions please give us a call. You can reach us by phone at 855-464-5345. We are available Monday-Friday 9-5 MST. 

  • How To Uninstall Within BlueHost

    Accessing the MOJO Marketplace installer

    This will permanently delete this installation. This includes any files installed, as well as any database tables. Additional themes, plugins, modules, cache files, etc will be left behind.

    1. Login to your Bluehost cPanel.
    2. Locate the Website section.
    3. Click the One-Click Installs icon.

    Automatic Removal

    1. Locate your username in the top-right corner and hover over it.
    2. Click on My Installs.
    3. Look for the application that you would like to uninstall.
    4. Click the Uninstall link below the installed application URL.
    5. Choose the reason you would like to uninstall the application.
    6. Click the Uninstall Now button.

    This will permanently remove all the files and databases. User installed themes, plugins, modules, cache files, etc. will not be removed.


    Remove from the List

    This option does not touch your files or database; it only removes this installation from our records.

    1. Click the Uninstall link below the installed application URL.
    2. Click the "Remove from List" button.

    SimpleScripts will remove the application from your list of installed applications, but leave the files and databases intact.

  • What Is The Difference Between WordPress.Org And WordPress.Com?

    Marketplace WordPress themes are meant to work with WordPress.org and will not work with WordPress.com. WordPress.com domains are hosted by Wordpress.com while WordPress.org is a script that is installed to your domain that is hosted by whoever hosts your domain. Your site must have the WordPress.org files installed and not be powered by WordPress.com

    Here is a more detailed explanation:

  • What Is My WordPress Username And/Or Password?

    To find the username for your WordPress account:

    1. Log into phpMyAdmin from your hosts control panel. 
    2. Click on the Databases link and then click on the database you want to edit from the list that appears. 
    3. You will now be faced with a list of tables in that database. 
    4. In the right-hand pane scroll down to "wp_users" and click on the "Browse" icon (if you hover over the icons you'll notice a tooltip appear). 
    5. You'll now see the list of users for the site. The Admin will be the user with the ID number 1.

    If the "Lost your password?" link does not work, this link gives you the steps to follow to reset the WordPress password: http://codex.wordpress.org/Resetting_Your_Password


    If you have any trouble or are confused you can contact BlueHost Support here: 1 (888) 401-4678 and they can help you or you can give marketplace support and we can try and help you. 855-464-5345 We are available Mon-Fri 9-5 MST

  • White Screen Of Death (Blank Page)

    Troubleshooting the WordPress White Screen of Death (WSOD).


    So what causes WSOD.

    1. An error being generated by a plugin.

    2. An error being generated by a theme.

    3. Some type of database error.

    4. PHP memory limit being reached.

    5. WP core being corrupted.


    A WSOD on a WordPress site can be caused by a number of things, but a common cause is a recently updated theme or plugin.

    To see the actual cause of a WSOD, enable WP_DEBUG"

    define( 'WP_DEBUG', true );

    Just add this into the wp-config.php file right after the “That’s it stop editing” message is displayed.




    So now that you have debugging enabled in wp-config.php.

    You need to understand what the debug results mean. So the error reference will show a path to a theme or plugin and the line of that file.

    So if the case that an event plugin was just updated on the site, but the current version of that plugin has a issue.

    You can try to fix this by reverting the plugin to a previous version using this command.


    wp plugin update plugin-slug --version=2.6.7 --force

    Where 2.6.7 is the previous version of the plugin causing the trouble. This forces an forced update to the specific version of the plugin.


    Example of a plugin issue on a site

    Warning: require_once(/www/wp-content/plugins/the-events-calendar/src/Tribe/Main_new.php): failed to open stream: No such file or directory in /www/wp-content/plugins/the-events-calendar/the-events-calendar.php on line 33

    Fatal error: require_once(): Failed opening required '/www/wp-content/plugins/the-events-calendar/src/Tribe/Main_new.php' (include_path='.:/usr/share/php') in /www/wp-content/plugins/the-events-calendar/the-events-calendar.php on line 33


    So if the issue is with the active theme, change to a default theme such as Twenty Seventeen and then see if the WSOD issue has gone away.


    So if using a default theme on the site fixed the issue with WSOD, then the issue is with the active theme on the site.

    Check to see if the theme has been recently updated. You can use the Same approach as plugins to force it back to a specific version.
    This does not work for premium themes.

    Updating the theme should fix the issue. If the site was using a child theme, then updating the parent theme will not cause any customer customizations to be lost.

    Example error message

    Parse error: syntax error, unexpected $end in /home/name/public_html/wordpress/wp-content/themes/your_theme/functions.php on line 231


    So if WP Debug show that the issue was with an active plugin, then to look which plugin the issue is in.

    The first simple fix is to rename to active plugin which is causing the issue to say pluginname_inactive in the wp-content plugins folder.

    Then refresh the website in the browser and see if the site now loads.

    So after finding that a specific plugin caused the issue. Check on the repo if there is an updated version of the plugin if the plugin was on the WP repo. Reload the plugins screen in WP Admin, the plugin will show as being inactive. Then rename the plugin folder back without the _inactive. Then update the plugin from the plugins screen.


    There might be a plugin which needs more resources, so the set memory may not be enough. Since it might have caused the memory to be depleted.

    So in PHP.ini the memory on certain plans can be increased from the default.

    memory_limit = 128M ; Maximum amount of memory a script may consume (64MB)


    If the WSOD issue was not being caused by a plugin, theme, memory or database issue. Then the next step is to update WordPress core.

    This can be done manually by downloading WordPress, extracting the zip file and then sFTP in and manually update WP or you can do so from WP-CLI.


    wp core update


    wp core update --force

  • How Do I Start My Service?

    Recently you bought a Marketplace Pro Service, nice move! But we don't actually start the service until you tell us to. Here's how to kick it all off. 

    How do you start your service? 

    1. Log into your BlueHost Marketplace account. 
    2. After logging into the same account used to purchase your BlueHost Marketplace Pro Service, head to "My Purchases".
    3. Click on the service service tab on the left hand side. There you will see your theme. Click on that service. 
    4. Follow the steps by step guide to adding your credentials.

    That's it! Sit back, relax, and let MOJO do the rest! 

  • Why Isn't The Service I Purchased Completed Yet?

    So you're wanting to make your site look awesome and waiting for us to help! What happens next? 

    What is the average turn around time?

    All services are given an approximate time frame on the service page.

    (eg. Expected Turn Around Time? 3 Business Days.See here for an example

    What can you do to speed the service up?

    Make sure you check your messages or email linked to your account at MOJO. Your service provider may be waiting for a response to get to the next step. 

    Make sure you have clicked "Start Service" button in your My Purchases section. Upon clicking "Start Service", you'll be asked for credentials (access to your site). Your service provider cannot begin without certain credentials! 

    Need your service done quicker?

    Check out the Rush my Service, um, service. 

    Still having trouble?

    If you have already tried the suggestions above, please contact your service provider using the service messages here: Messages

    Please allow your provider the allotted time frame to complete your service to make any support requests for the setup to be completed.