Frequently Asked Questions


Account and billing

How to create a customer account?

To create your account on UrMuse Store you can click on the "Sign in" link in the menu, and then click on "Create account". Then you need to fill in the following form in order to finalize the creation of your account.


You can also create an account by clicking on this link.
With your new account you can view your orders, update your profile information, and save payment & address information for a faster checkout experience.
While you cannot download the products you have purchased directly from you account at the moment, you can make a request to receive a new download link by email on the Download link Request page.

Do I need to create an account to make a purchase?

No, if you do not want to create an account on UrMuse you can make a purchase as a guest. Please note that if you make a purchase as a guest you will not be able to see the purchases you have previously made on the store if you create an account afterward. Nonetheless, we will still have access to your customer and order information in order to offer you the same Customer Support as the client who have an account.

Can I create an account at checkout?

Yes, you are able to create an account at checkout. To do so you need to check the "Create an account for faster checkout" box at checkout, and then enter a password in the "Password" field.


You can also check the "Remember my payment information" box to save your credit card information to your account.
Please note that you cannot save Paypal information to your UrMuse account at the moment, only credit card information are accepted.

How to change the password of my account?

To modify the password of your account on UrMuse Store you can click on the "Sign in" link in the menu, and then click on "Forgot Password?" to request a password reset email.


You can also request this password reset email by clicking on this link.
You will then receive an email containing a link to reset you password. This link expires after 24 hours.
Please note that we are unable to change your password for you or manually send you a password reset email.

How to change the email address of my account?

Unfortunately it is not possible to change the email address associated with your account at the moment. If you want to use a new email address on UrMuse you can create a new account using your updated email address. Please be aware that all the orders made before the creation of the updated email address account will still be linked to your previous email address account.

What forms of payment do you accept?

We currently accept Visa, MasterCard, Discover, and American Express credit cards. As we use Stripe and PayPal as payment providers you can use all the credit cards that Stripe and PayPal support for a store based in Europe. You can find more details about this on the Stripe FAQ and PayPal FAQ.

What kind of security do you use to secure the purchases?

We use Stripe and PayPal to secure all the purchases made on the store. If you want to know more about Stripe and PayPal security measures you can find them on this Stripe page and this PayPal page.

Can I make a purchase using Paypal?

Yes, you can use PayPal to make purchases on the store since December 2016. If you do not own a Paypal account you can create one while making your purchase on the store or use your current credit card with Stripe or PayPal as a payment provider.

How to download a product I have purchased?

When you complete a purchase you are redirected to an Order Confirmation page where you will find a link to download your product.
You will also automatically receive an email containing a link to the product. After the first click on this link you have 24 hours to download your product before it expires.
If you haven't downloaded your product during this 24 hours period or you want to download it again you can contact us to receive a new mail with a download link to your product. Simply use the form on the Download link Request page to claim a new download link to your product.
If you don't find the email containing the download link in your Inbox please check your Junk mail and your Trash to verify that the email was not moved inside by mistake.

How to download an updated version of a product?

When we release an updated version of a product on the store we always inform our customers about it in the Actuality and the Newsletter.
If you buy a product after its update you will receive the latest version released.
If you have bought a product before its update we will send you an email containing a download link to the latest version released.
If you haven't received your email containing a download link to the latest release of a product you can claim a new download link to the product by contacting us through the form on the Download link Request page.

How to use a Discount code?

To use a Discount code you need to go to the Checkout page by clicking on the "Checkout" button in your Cart. Then you have to paste the Discount code in the "Enter Promo Code" section of the checkout page and click on the "Apply" button. The Discount code will be applied to your purchase. Note that you need to have a product in your cart in order to access the Checkout page.

If you want to use a 100% Discount code for a product you also have to follow this steps when you are on the Checkout page:

  1. Leave the Credit Card fields blank in the Payment section
  2. Fill in the fields about your Billing Address
  3. Click on the "Continue" button in the Payment section
  4. Review and validate your purchase
  5. Download your product from the "Order confirmation" page or from the after purchase email you receive.

What are the conditions to ask for a refund?

The conditions to ask for a refund are as follow :
  • You must contact us within 14 days following your purchase.
  • You should not have opened the link to download your files provided after your purchase.
Be sure to read our full and up-to-date Refund Policy to know all the steps and conditions necessary to ask for a refund before making a purchase on the store.

What kind of products are refundable?

Only bundles, templates, widgets, templates pack, and widgets pack are refundable. Gift cards, coupons/discount codes, and only one product (or a few products) from a products pack are not refundable.
Be sure to read the full and up-to-date list of the products which are not reimbursable in our Refund Policy.

How can I ask for a refund?

To ask for a refund you can contact us through the form on the Refund Request page. We will process your request upon receipt of your email and you will be refunded within 14 days.
You can also use the form on the Contact page to ask for a refund but it could be slower for us to process your request as we may not have all the informations required to do it in a short delay.

How often will I receive e-mails if I subscribe to the newsletter?

At UrMuse we do not want to spam your inbox everyday with ads. This is why our newsletter consists only of a few news email containing all the information you need to know about UrMuse activity. In our Newsletter you will be informed of the new products releases, UrMuse and Adobe Muse activity, and receive special offers available to subscribers only.

Are you affiliated in any way with Adobe or Adobe Muse?

We are not affiliated with Adobe or Adobe Muse, but we are passionate about what they do and their products. However you can find our widgets listed on Muse resources.


Templates

What is a template?

A template (or "theme") is a pre-build Adobe Muse website delivered as a .muse file. All the graphics, fonts, images, and widgets are already set. All you have to do is to open the template in Adobe Muse and customize it to fit your specific needs.

What are the Bricks widgets coming with the templates?

The Bricks are graphic widgets made specifically to be used within the template with which they come. They are delivered as a .mulib file and should be added in Muse just like any other widget. These Bricks are composed of items ("objects", "shapes", "Widgets library items") already present in the template or alternative layout to those already present in the template. They allow you to easily add template items in a new page or a new section of a pre-existing page. The Bricks may not work correctly in other Muse websites as they are configured to work with the breakpoints of the template from which they come. UrMuse can not support the use of Bricks widgets in other Muse websites because it does not correspond to their originally intended use.

What knowledge of Adobe Muse is required to use a template?

Our templates are meant to be used by people with a beginner level of Adobe Muse. If a template requires a higher level of knowledge of Adobe Muse this is always indicated directly on the product page of this template. If you are not familiar with Adobe Muse you can follow the tutorials available on this page.

How to know if a template is compatible with my version of Adobe Muse?

We always indicate on our products pages what version of Adobe Muse is required to use a product. To find this information you need to go on a product page, click on "Informations" in the drop-down menu of the page, and look for the "Compatibility" section. You should see something that look like "Muse 2015.1+". It means that this product is working with the 2015.1 version of Adobe Muse and any updates to Adobe Muse that will be available in the future.

Compatibility issues - Picture 1

If you want to know if your version of Adobe Muse is compatible with a product you need to open Adobe Muse and follow these steps :
  1. Go to Help > About Adobe Muse CC

    Compatibility issues - Picture 2

  2. See if your version of Adobe Muse match, or is beyond, the one of the product you want to buy.

    Compatibility issues - Picture 3

If your version of Adobe Muse match the one on the product page, or if your version of Adobe Muse is beyond the one on the product page, then the product will be compatible with your version of Adobe Muse.

How to open a template in Adobe Muse?

In order to open a template in Adobe Muse you need to follow these steps :

  1. Unzip the files on your computer if you haven't already do it.
  2. Open Adobe Muse
  3. Go to File > Open Site...

    Opening a template - Picture 1

  4. Go to the directory on your computer where you have extracted the template, select the .muse file present in the directory, and click on "Open".

    Opening a template - Picture 2

The template is now open in Adobe Muse and you can start editing it so that it becomes the website you want.

When you open one of our template in Adobe Muse for the first time you need to open the Layers panel in order to unlock the layers you want to modify. The layers available in our templates are always locked by default.

What to do if a window about missing assets appear when I open a template?

When you open a template (.muse file) in Muse a window about missing assets may appear (as shown in the picture below). This can happen because the location of the files linked to the template has changed from our computers to yours.

Image1-MissingAssets-FAQ

You can follow these steps to fix the problem :

  1. Open the template (.muse file) in Muse.
  2. Click on "OK" when the window about missing assets appears. Muse may automatically detect the correct folder for the missing assets and update the linked files accordingly.
  3. If Muse doesn't automatically detect the correct folder you will have to manually indicate the path to the missing assets. Usually the folder containing the assets in our templates is named either "Links" or "Assets", and is located in the same folder as the template .muse file.

    Image2-MissingAssets-FAQ

  4. Select the assets folder and click on "Open" in order for updating it in Muse.
If this steps didn't fix the problem, you can update the path to the assets folder by using the Assets panel in Muse. Follow these steps to know how to use the "Assets" panel :

  1. Open the template (.muse file) in Muse.
  2. Click on the "Assets" panel in Muse. If the "Assets" panel isn't visible in Muse, go to "Window" > "Assets" to make it appear. All the files used in the template appear in this panel, and the missing one are highlighted by a red exclamation mark.
  3. Right click on the files highlighted by a red exclamation mark, and click on "Relink" in the menu which appear.

    Image3-MissingAssets-FAQ

  4. Go to the file you want to relink, select it, and click on "Open".
You can find more informations about managing the assets in Muse on this Adobe help page.

Can I remove the credits or copyright information about UrMuse from a template?

Of course you can remove or modify the credits and copyright information present in our templates. They are present in our templates only for demonstration purposes and are not meant to be present in your final website. However if you want to credit UrMuse for making the template, you can add a sentence saying "Made by UrMuse - www.urmuse.com" with a link to urmuse.com. But you have no obligation to proceed as follows.

Can I use the templates for commercial projects?

Yes! You can use the templates sold on the store for commercial projects. However you must make sure to respect our License agreement while you use our products for commercial projects. You can find more informations about this in our License agreement.


Widgets

What is a widget?

A widget is an Adobe Muse component which add specifics functionnalities to the software, giving the user more possibilities to build a website. The Adobe Muse widgets are delivered as .mulib files.

In Adobe Muse there are two types of widgets:

  • The widgets included by default in Adobe Muse and developed by Adobe. These widgets can be found in "Widgets library" in the right panel of Adobe Muse.
  • The widgets developed by third parties and implemented manually by the user in Adobe Muse. These widgets can be found in "Library" in the right panel of Adobe Muse.
Some widgets developed by third parties are based on widgets present in the "Widgets library", they are called "Graphic widgets", and the others widgets developed by third parties are called "Mucow widgets".

What is the difference between a Graphic widget and a Mucow widget?

A Graphic widget is a widget which has been made directly in Adobe Muse, using the tools that are provided inside the software. In order to customize this type of widget you can use all the tools provided in Adobe Muse, like you would do for any other element. A Mucow widget is a widget that we have developped outside of Muse. A Mucow widget allow to add specific functionalities in Adobe Muse that were not available inside the software prior to this widget. In order to use a Mucow widget you need to select it and then click on the play button that appear on the top right corner of the widget to open its Options panel.
Mucow and Graphic widgets differences

How to know if a widget is compatible with my version of Adobe Muse?

We always indicate on our products pages what version of Adobe Muse is required to use a product. To find this information you need to go on a product page, click on "Informations" in the drop-down menu of the page, and look for the "Compatibility" section. You should see something that look like "Muse 2015.1+". It means that this product is working with the 2015.1 version of Adobe Muse and any updates to Adobe Muse that will be available in the future.

Image1-MissingAssets-FAQ

If you want to know if your version of Adobe Muse is compatible with a product you need to open Adobe Muse and follow these steps :
  1. Go to Help > About Adobe Muse CC.

    Image1-MissingAssets-FAQ

  2. See if your version of Adobe Muse match, or is beyond, the one of the product you want to buy.

    Image1-MissingAssets-FAQ

If your version of Adobe Muse match the one on the product page, or if your version of Adobe Muse is beyond the one on the product page, then the product will be compatible with your version of Adobe Muse.

How to import a widget in the Library panel?

In order to import a widget in Adobe Muse "Library" panel you need to follow these steps :

  1. Unzip the files on your computer (if you haven't already do it).
  2. Open Adobe Muse
  3. Go to File > New Site... (or Open Site...)

    Opening a template - Picture 1

  4. Once you have created (or opended) a site in Adobe Muse, go to "Library" on the right panel, and click on the "Import Muse library" button at the bottom left corner of the "Library" panel. If you don't find the "Library" on the right panel you need to go to Window > Library to add it in Muse.

    Opening a template - Picture 2

  5. Go to the directory on your computer where you have extracted the widget, select the .mulib file present in the directory, and click on "Open".

    Opening a template - Picture 2

The widget is now added in Adobe Muse "Library" panel, and you can add it to any Muse page whenever you want.

How to add a widget in a Muse page?

If you want to add a widget in a Muse page you need to follow these steps :

  1. Open the folder containing the widget in the "Library" panel, select the widget in the folder, drag and drop it in your Muse page.

    Adding a Widget - Picture 1

  2. To customize a Graphic widget you can use all the tools provided in Adobe Muse, like you would do for any other element, and to use a Mucow widget you have to select it and then click on the play button that appear on the top right corner of the widget to open its Options panel.

    Adding a Widget - Picture 2

Do I need an account from a service provider to use a widget?

Some of our widgets require to have, or create, an account on the website of a service provider in order to use them. To know if we use a service provider for one of our product you need to go on the product page, click on "Informations" in the drop-down menu, and look for the "Notes" section. You should see a sentence saying "In order to use this widget you may need to have an account on [Service provider name]. Find more details about this on [Service provider website]." if you need to have an account on the website of a service provider to use the widget.

Why am I getting duplicate widgets when I add a widget again in the Library?

When you update or add a widget which is already in your "Library", Adobe Muse will not owerwrite the first occurence of this widget. This is why you get a duplicate version of the widget with the same name in your "Library". In order to avoid getting duplicate widgets in your "Library" you need to delete the first occurence of the widget and then add the new or updated version to your "Library" in Adobe Muse.

Can I use the widgets for commercial projects?

Yes! You can use the widgets sold on the store for commercial projects. However you must make sure to respect our License agreement while you use our products for commercial projects.You can find more informations about this in our License agreement.


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