Troubleshooting & Support

Resolve common setup, payment, download, licensing and update issues, and know what to include when requesting support.

1. Divi Modules Do Not Appear

If you are using DPM with Divi, confirm that Divi 5 is installed and active, then search for DPM in the Divi module library.

DPM Pro Direct does not require Divi and can be used through its WordPress administration and shortcodes. DPM Pro for Divi requires Divi 5 and also includes the six native Divi modules.

2. Stripe Payment Does Not Fulfil

Confirm Stripe is connected in the correct Test or Live mode
Check that the DPM webhook endpoint is configured in Stripe: https://yourwebsite.com/wp-json/dpm/v1/stripe/webhook
Confirm checkout.session.completed and checkout.session.async_payment_succeeded are enabled
Check that the webhook signing secret in DPM matches the Stripe endpoint
Make a fresh test purchase after correcting the configuration

3. Customer Cannot Download a Product

Confirm the order has been fulfilled
Check the customer's Product Access record
Confirm the entitlement has not expired
Check any configured download limit
Confirm the correct protected file is selected on the product

4. Software Will Not Activate

Confirm the licence is Active
Check that the licence belongs to the correct product
Check the activation limit and current activation count
Confirm the customer's entitlement has not expired where applicable
Deactivate an old installation if the licence needs to be moved

5. Update Is Not Offered

Confirm the product version in DPM is newer than the installed version
Confirm the correct update package is selected
Check licence validity and update entitlement
Review the product's compatibility and version information
Test the update from an entitled installation

6. Manual Bank Transfer Order Is Still Pending

DPM cannot see deposits arriving in your bank account. Verify the payment yourself, then open Digital Products > Orders and use Confirm bank payment & fulfil. Until that happens, the order remains pending and the customer is not granted product access.

Updates

Digital Product Manager Pro is actively developed and maintained. DPM Pro Direct uses the Delicious licensing and update system for DPM itself, while DPM Pro for Divi customers receive DPM product updates through the Elegant Themes Marketplace. The merchant licensing system used to license products you sell remains separate from DPM's own update channel.

DOCUMENTATION
Digital Product Manager Pro for Divi
SIMPLE | POWERFUL | DELICIOUS.