Troubleshooting GravityExtra Add-ons: Fix Common Errors

Most problems with GravityExtra add-ons come down to a handful of causes: the license key, the number of sites, an update that does not show up, or a plugin conflict. Find your message below, follow the steps and, if it still fails, open a ticket with the details listed at the end. We read every ticket and the details save you a round of questions.

License messages

These are the exact messages our license server and the add-on show when you click Activate License. The key and the sites it is active on are listed in My Account → License Keys.

Site limit reached

1. Open My Account → License Keys and look at Domains on the card. These are the sites using the key.
2. Look for sites you no longer use: an old staging copy, a development address or a site that moved. The comparison is exact, so example.com and www.example.com count as two sites.
3. On each unused site that still exists, open the add-on’s license screen and click Deactivate License. The slot is free at once.
4. Activate the key on the site you want.

If you cannot reach the old site any more, open a ticket and we release the slot. If you really need more sites, use the Upgrade to X Sites button on the card (how upgrades are priced).

Check the key is registered for this site

If the add-on says the key is not active but you activated it before, the address of the site may have changed (for example http to https, or the www prefix was added or removed, or you moved the site to a new domain). Deactivate the key, then activate it again so that the current address is registered.

Activation button problems

• Nothing happens when you click Activate License: the page may have a JavaScript error. Open the browser console (right-click → Inspect → Console), reload and look for red errors. Security, caching and “optimise wp-admin” plugins that minify or defer scripts in the admin are the usual cause: switch that option off for wp-admin and try again.
• “Session expired. Please reload the page and try again.”: the admin page was cached or open for a long time. Reload it (and clear the page cache if your host or a plugin caches wp-admin) and try again.
• The request is blocked: some firewalls block admin-ajax.php requests. Ask your host to check their log for blocked requests to it while you click the button.

Update problems

The update does not show up

1. Check the license is active on this site (the add-on’s license screen shows Deactivate License, and the site is listed under Domains in License Keys). Updates are only offered to licenses that are active for this site.
2. Check the date Updates & support until. More than 30 days after it, no new versions are offered. Renew and the update appears.
3. Go to Dashboard → Updates and click Check again. A new version can otherwise take up to about 12 hours to show.
4. Look for a notice on the Plugins screen. It gives the reason, for example that the key is for a different add-on or not active for this site.
5. Ask your host or security plugin whether outgoing requests to gravityextra.com are allowed.
6. Still nothing? Update by hand: How to Update Your GravityExtra Add-ons.

“Update failed: Download failed. Forbidden” or “Not Found”

The site tried to download a package it is not allowed to get (the license has ended, or the key is not active for this site) or the file was moved. The add-on on your site stays active and unchanged. Fix the license (see above) and try again, or download the zip from My Account and update manually.

Download problems

• The link from an old e-mail does not work or has expired: do not use e-mailed links. Sign in and use My Account → Downloads, which always creates a fresh link.
• The page asks you to log in: sign in with the same e-mail address you bought with. If you used another e-mail, open a ticket with the order number.
• The add-on is missing from Downloads: check your orders under My Account. If the order is paid and the file is missing, open a ticket with the order number.
• “Looking for your expired downloads?”: your 1-year download access has ended. Renew the license in License Keys to download the latest version.

Fatal error after an update

A white screen, “There has been a critical error on this website” or a PHP fatal error right after an update means the new version could not run on your site, usually because of an old PHP version, a missing host plugin (such as Gravity Forms) or a conflict. Your data is not lost. Get the site back first, then find the cause.

Roll back in a few minutes

1. Open your hosting File Manager or connect by FTP/SFTP and go to wp-content/plugins/.
2. Rename the add-on’s folder, for example gravityextra-xyz-addon to gravityextra-xyz-addon-off. WordPress deactivates the add-on and the site loads again.
3. Log in, go to Plugins → Add New → Upload Plugin and upload the previous version (or your backup of it). If you do not have the previous version, open a ticket: we send you the earlier zip for that add-on.
4. Activate the add-on. Your settings and license key are kept in the database, so nothing needs to be entered again.
5. Do not update again until the cause is clear (see the next step).

• Recovery Mode: WordPress also sends a recovery link to the administrator e-mail. It lets you log in and deactivate the failing plugin without the File Manager.
• WordPress 6.6 or newer restores the previous version by itself when an automatic update causes a fatal error on the first load.
• Restoring a backup taken before the update works too.

Find the cause

• Turn on logging in wp-config.php, above the line “That’s all, stop editing!”: define( 'WP_DEBUG', true ); define( 'WP_DEBUG_LOG', true ); define( 'WP_DEBUG_DISPLAY', false );
• Repeat what failed, then open wp-content/debug.log. The last PHP Fatal error line names the file and the reason. Copy it into your ticket. Switch logging off again afterwards.
• “Cannot redeclare” or “Class already exists” usually means the add-on is installed twice. In Plugins look for two copies (for example a folder with “-1” or “(1)” in its name), deactivate and delete the older one.
• If the add-on is simply listed as inactive after an update, click Activate. Your settings are still there.

Version requirements

Each add-on states what it needs. You find it in the add-on’s guide (“System Requirements”) and on the product page. As a rule:

• WordPress: 6.5 or newer.
• PHP: 7.4 or newer (8.1 or newer is recommended). See your PHP version under Tools → Site Health → Info → Server; your host can change it.
• The host plugin: Gravity Forms add-ons need Gravity Forms installed, active and at least the version the add-on names (for example the notice “… needs Gravity Forms 2.9 or newer”). WooCommerce, LearnDash, MemberPress, Elementor and Divi add-ons need those plugins or themes active in the same way.
• Fix: update the host plugin (after a backup) or ask your host to raise PHP. Then reload.

Plugin and theme conflicts

If a feature does not work or a page breaks only on your site, another plugin or the theme is often involved. A five-minute test finds it:

1. Back up the site, or use a staging copy.
2. Install the free Health Check & Troubleshooting plugin and click Enable Troubleshooting Mode. It switches to a default theme and disables all other plugins only for you, visitors see the normal site.
3. Enable Gravity Forms (or the host plugin) and the add-on in troubleshooting mode and test again.
4. If it works now, enable the other plugins one at a time until it breaks again. That is the conflicting plugin.
5. Tell us which plugin it is in your ticket, with the version.

• Caching, minify and “delay JavaScript” settings are the most common cause of buttons that do nothing on the front end. Clear the cache and exclude the page with the form.
• Security plugins and web application firewalls may block requests to admin-ajax.php or the REST API that forms need.
• Two add-ons from different vendors that change the same part of a form can disagree. Disable one and compare.

Open a ticket

Still stuck? Open a ticket (My Tickets, sign in with your account). Include the details below and we can usually answer in one reply.

• The add-on and its version (Plugins screen) and what you were doing when it went wrong.
• The exact message: copy the text or attach a screenshot of the whole screen, including the browser address bar.
• Site details: go to Tools → Site Health → Info, click Copy site info to clipboard and paste it. For Gravity Forms add-ons also use Forms → System Status → Copy System Report. These show the WordPress, PHP and plugin versions.
• The error log: the last lines of wp-content/debug.log (see “Find the cause”).
• What you already tried, for example troubleshooting mode.
• Your order number and the site address. Please do not paste the complete license key into screenshots you share elsewhere; the order number or the first and last four characters are enough for us to find it.