AIOS FAQ

General

In the web shop, purchase your preferred subscription. After completing the purchase, you will be emailed a link to download the plugin. You can also access the link through your “My Account” page.

After downloading the zip file, install and activate the plugin through WP Admin->Plugins->Add New->Upload Plugin.

The premium version extends the free version. Therefore you should keep the free version installed and active. You will be prompted to enter your AIOS username and password to connect your site to licenses. This will allow the plugin to receive updates.

Yes, the free AIOS plugin should be installed before installing and activating AIOS Premium.

AIOS Premium includes the premium plugin to be installed on your site, plus licences for our Site Scanner service. You will also gain access to our premium customer support.

Yes, AIOS Premium is compatible with WordPress multisites. For multisite networks, the protection will apply to the network as a whole, and the dashboard and options will be available to Network Administrators.

There is no 100% guarantee that a security plugin will be able to protect against all attacks, as there is always the possibility of unknown WordPress vulnerabilities or other unexpected factors.

However, All-In-One Security gives incredibly comprehensive protection against known attack methods.

The plugin should be compatible with most hosts, unless the host has specifically restricted the use of security plugins. Similarly, certain features may not work on some servers, especially Windows/IIS platforms. Any feature that affects the ‘.htaccess’ file will not apply on a Windows IIS server.

Development and test sites require their own licence if updates to the plugin are needed.

However, these sites can be disconnected from the licence when they have served their purpose. You can disconnect the licence via the site’s WP Admin->Plugins page, and it will be available to be reassigned to a different site.

Accounts

Yes, your AIOS Premium subscription will automatically renew unless it has been cancelled.

If any issues are encountered taking automatic payment, you will receive a reminder email from our subscription system.

We do not currently offer a discount for renewals.

There are no additional fees, and we only charge VAT within the UK. We can also provide an invoice if required by the customer’s local tax authority.

You can cancel your subscription through your My Accounts page on our website.

Cancelling the subscription will cancel automatic renewal. You will still have access to your licences for the rest of the current billing period.

If you wish to inquire about a refund for any reason, please contact our support team.

Software: We can consider refunds, at our discretion (i.e. no automatic right), based upon the particular circumstances of your case. In practice, we usually require that you have found a technical fault, and that we are given proper opportunity to verify sufficient information about any faults which you believe you have found (and that they are in AIOS, not something else), and to fix them within a reasonable time period. These must in all circumstances be requested within 10 days of purchase, which we believe is sufficient time to ascertain that a purchase works.

Legalese: There are no automatic refunds for digitally-deliverable/non-tangible goods. This is standard practice in these industries, because such goods cannot be returned (unlike physical goods). It is your responsibility to read the product descriptions, verify that it meets your needs (i.e. it provides a workable solution for you) and is suitable for your product environment (e.g. that your web hosting company does not fail to meet an essential requirement). Please do not treat a purchase as trial-ware – we don’t want to push increased costs onto our genuine customers. EU customers have the legal right to a refund of digital goods which they have not yet downloaded, if requested within 14 days, and such requests will also be honoured.

For separately-purchased support services (i.e. not those bundled with software), for which you purchase support for a specific issue, if your support need turns out to be caused by a AIOS defect, then we will refund you 100% of your purchase price for the support purchase.

No refunds are available for unused support purchases, or for any part of the price of a bundled software+support package (for refund purposes, those are treated as 100% software packages).

These restrictions do not affect your consumer rights. For example, if AIOS' product description states that it has a feature which in fact it does not have, then you can invoke your consumer rights.

Finally, we reserve the right to, without notice or refund, terminate any ongoing services (including support agreements or update feeds) to customers who abuse our facilities or staff.

You can upgrade your package at any time. The upgrade purchase will be discounted by the value of your original purchase, so you only pay the difference. For more information, please contact us here.

Support

You can find answers to many questions in our FAQ.

If you cannot find an answer to your issue there, visit our pre-sales and general enquiries form.

For technical or account support, please contact us via our Premium Support Form.

We will typically get back to you within 24 hours (excluding Sundays). However, you can be certain of hearing from us within 3 working days.

We do not offer phone support at this time. All our support is via email and is available through our Support Centre or forums.

Absolutely! You can contact us if you have any feature requests via our contact form.

To report any bugs in the plugin, please contact us via our General Enquiries form. The bug report will be passed on to our development team for investigation.

You can also leave a review and rate our services on our wordpress.org page.

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