Q: My device received the update for Android Oreo, or I bought an S9/S9+. Are your themes still compatible?
A: Due to policy changes, full screen complex animated lock screens are no longer supported by Samsung. We did everything we could to update the existing content so that you could continue to use previously purchased themes, but unfortunately it was not possible. We had to re-create all of our old themes using the new live video feature in Oreo; we are unable to update the existing ones any longer due to the new restrictions. This affects most animated themes released prior to November of 2017.
If you are affected by this issue, please provide a screenshot showing the previously purchased theme in the Purchased section of the Theme Store to jon@echovisuals.com for support.
Q: The lock screen animation on my S9/S9+ stopped working. How can I fix it?
A: There is currently a bug with devices running Android Oreo that causes the home screen wallpaper to apply to both the home and lock screens simultaneously. This will make the lock screen animation appear to be broken, as the lock screen will have the home screen static wallpaper rather than the normal animated one. To fix this, follow the steps below.
1) Go to Settings - Wallpapers and Themes.
2) Select the Themes tab at the bottom.
3) Select "View All" at the top left, choose the theme named "Default", and then "Apply". 
4) Once Default is applied, return to the View All section of the Theme Store.
5) Select the theme you were previously using, and press "Apply". 
6) The issue should now be resolved.

The cause of this issue is from doing a free trial of another theme, and then letting that trial expire or choosing the "Stop Trial" option. When either of these happens, the home screen wallpaper for your previous theme will show on both the home and lock screens.
Q: I just updated to Nougat and my theme isn't animated anymore.
A: If you are seeing a static image instead of an animated one on the lock screen, it could be due to Developer Options being set to On.  After updating to Nougat, go to Settings - Developer options, set the top slider to Off, and then check your lock screen.
If it still isn't live, try the steps below:
1) Apply the theme you are trying to use
2) Go to Settings - Wallpapers and Themes 
3) Select the Wallpaper tab, select any of the system default wallpapers that are at the top, select Lock Screen, and Set as Wallpaper 
4) Go back to Settings - Wallpapers and Themes, click on the Themes tab, select the theme you want to use, and press Re-apply 
5) Check the lock screen
Q: Help!  I only see a black screen on my lock screen.  Why isn't it animated?
A: From time to time themes do not apply properly, and this is one of the effects.  To fix this, go to Settings - Themes, select the theme named "Default", and then press Apply.  Once the Default theme is applied, go back to Settings - Themes, select the theme you were previously trying to use, and then press Apply one more time.  The issue should now be resolved. If not, please message us on Facebook with a screenshot of your lock screen so that we can help you troubleshoot: www.facebook.com/EchoVisuals.
Q: Why can't I see any Paid Themes on my phone? I only see free.
A: We currently offer paid themes in many countries, however they are not available worldwide. Samsung is adding more countries over time, so if you don't see our themes yet then they may be added in the future.

Q: How can I re-download a theme that I have already purchased without paying again?

A: First make sure that you are signed in under the same Samsung account that you purchased the theme under, and then follow these steps: 
1)  Open the Theme Store
2) Click on the three dots on the top right , My Page, Purchased Items
2a) If you do not have the above menu, there will instead be a small contacts icon on the top right of the Theme Store. Tap that icon, then select Purchased Items.
3) You will see a list of all previously purchased themes - please find the one that you are attempting to download or update and it will be accessible.
Q: What do I do if I cannot download the theme or I am receiving a purchasing or transaction error?
A: The Theme Store and all purchase transactions are handled by Samsung Billing. In some cases these can be resolved by opening Galaxy Apps to check for a Samsung Billing app  update, or by restarting your device. For further support you will need to reach out to Samsung directly for assistance with these errors.  The Samsung Content and Services Support team can be reached 24 hours a day, 7 days a week at: 1 (866) 647-9190 (U.S.), or 08009951079 (U.K.).  Other countries can put in a support ticket here: https://help.content.samsung.com/csweb/main/main.do.
Q: Why isn't my messaging app customized?
A: Samsung themes only work with the default Samsung messaging app named "Messages". You will need to go to Settings - Applications - Default Applications, and make sure the default “Messages” app is selected as your Messaging app. After doing this, you'll also want to make sure that you have replaced your third party messaging app shortcut on your home screen with a Messages app shortcut.

Q: Why isn't my keyboard customized?
A: Samsung themes only work with the default Samsung Keyboard. If you are not getting the customized look, please go to Settings - Language and Input - Default keyboard. Make sure that "Samsung keyboard" is selected.

In addition to having Samsung Keyboard as default, the setting "High contrast keyboards" must be disabled.  If your keyboard is a mixture of black, orange and yellow, then you will need to disable this setting.  This can be done following the instructions below.

Go to Settings -> Language and input
Press where it says Samsung keyboard
Scroll down, and tick off "High contrast keyboards"
Check your keyboard

Q: I have no custom icons, or the screens don't look like they do in the preview images!
A: For full compatibility with themes, please make sure that you are using the TouchWiz or Samsung Experience launcher.  You can check what launcher you are using by going to Settings - Applications - Default applications.  Make sure that "Home screen" is set to "TouchWiz home" or "Samsung Experience".

Q: How can I fix the "Show Button Shapes" error when trying to purchase a theme?
A: You will need to go to Settings - Accessibility - Vision - Show button shapes. Disable that setting, Show Button Shapes, and the issue will be resolved.

Q: Why can't I hear the custom sounds from my Premium theme?
A: Please go to Settings - Sounds and vibration. Make sure that Ringtone is set to “Current theme’s default”. Then click on Notification Sound, and ensure that Default Notification Sound is set to “Current theme’s default”. Go back to Sounds and vibration, scroll down, and verify that Touch Sounds, dialing keypad tone, keyboard sound are all switched to On. Finally, go to Volume and make sure that “System” is not muted.
In some cases sounds will still not be present for users. This can typically be resolved by applying the theme named "Default" temporarily, then applying your theme of choice again.

Q: Why isn't my notification sound changing with your Premium Live theme?
A: If the the Default notification sound in Settings is set to Silent, then the theme will not apply the customized notification sound when the theme is applied.  You can check this by going to Settings - Sounds and vibration - Notification sound.  Make sure that "Default notification sound" is set to something other than "Silent", and then re-apply the theme.
In addition, you will also want to make sure you manually change the Notification sound manually if you are utilizing third party messaging apps. This can typically be done in the Settings menu of the app.

Q: Will your live lock screens decrease the battery life of my device?
A: We test all themes before release to ensure that there are no issues, and one of these tests includes a battery life check.  Our live themes will not drain any more battery than a regular theme under normal circumstances, as the animation is entirely disabled except for the brief period where you are unlocking your device.


Q: I bought a theme but don't like it!  Can I get a refund?
A: Since Samsung manages all payment processing, you will need to contact them to request a refund.  You may reach out to them for assistance 24 hours a day, 7 days a week at: 1 (866) 647-9190.

Please keep in mind that you can trial any theme prior to purchasing.  This allows you to use a full-featured version of the theme for 5 minutes to see if it is a good fit.

Q: What if I have another question?
A: Feel free to reach out to us on Facebook at any time - just send us a message and we're happy to help you!  Our Facebook page is www.facebook.com/EchoVisuals. You may also send an e-mail to jon@echovisuals.com for support.
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