Questions and fixes
Licenses, tokens, updates, your data, and what to do when something says no.
License keys and tokens
I already use Factorize. Do I have to pay now?
No. Every license key and every site using Factorize today keeps unlimited AI tokens, free. You do not need to do anything, and nothing changes on your store.
Do I need a license key at all?
Only for the AI features (Vision, Market, AI-drafted Notes) and the support assistant. Every other module works with no key and never contacts us. A free key is a real license: create a free account and get one in one click in My account.
What is a token?
1,000 tokens = $1 of AI. Free tools (alt text, meta descriptions and the like) cost no tokens. Every other AI tool uses tokens in proportion to the work it does, a fraction of a token for a short text, and the part of a token that is not used up yet carries over to your next call. The Pricing page shows typical costs. Failed calls are not charged, and if a call needs less than we first set aside, the difference goes back to you.
Are calls to my own Ollama server counted?
No. If you point the AI features at an Ollama server you run yourself, those calls are free and never counted. Tokens only count calls made through our hosted AI.
What happens when I run out of tokens?
The tools that use tokens pause until the next month, or until you buy more tokens or pick a bigger plan. Free tools and everything else on your store keep working. Unused monthly tokens do not roll over; tokens you buy on top do not expire.
How do I buy a plan or more tokens?
Payments are not set up yet. Use the Support form or text or call 330-519-9231, and we add the plan or the tokens to your key by hand.
How do I cancel a plan?
Plans are arranged with us and have no automatic payments, so there is nothing to cancel in My account. Tell us through the Support form or by phone and we end it; the key goes back to the Free plan (50 tokens a month). Nothing else on your store changes.
How do I change my card or get an invoice?
In My account, open the license and choose Card and invoices. It opens Stripe, where you change your card and download your invoices and receipts. The same button is in the Factorize dashboard of your store, under Account. If you do not see it, your receipts are listed under Payments in My account.
Do you see my card details?
No. You pay on Stripe's own secure form. We receive only the payment's result: amount, date, Stripe's transaction number and status.
Can I get a refund?
Ask us through the Support form or by phone. Refunds go back through Stripe to the way you paid. A refunded token pack removes the tokens of that pack that are not used yet.
What does Unlimited mean?
No token count to watch. It is fair use: each month comes with an amount of AI that is set so it stays fair for everyone, and the plan card on Pricing says how much. Free tools are always included.
Can I use one key on several sites?
One license covers one site at a time. If a key is already on several of your sites, tell us and we sort it out with you. Non-AI features never stop either way.
How do I move a license to a new site?
In My account, open the license, choose Move or deactivate, and enter the new address (or deactivate it and paste the key in the other store). Up to 3 moves in 30 days; ask us for more. The store's own "I moved this site" button works too.
Updates and downloads
How do updates arrive?
The Factorize dashboard shows "Update available" and updates in one click, the same way WordPress updates other plugins. You can also download the new zip from the Download page and upload it.
How do I know a download is genuine?
Every zip on the Download page lists its SHA-256 checksum, and every release is signed. The Factorize updater checks the checksum before it installs anything and refuses a file that does not match.
What does Beta mean on a module?
It works and we use it, but its docs and settings may still change. It updates like any other module.
Your data
Do you see my products or photos?
Only if you use hosted AI, and only in passing: the content goes through our server to the model and back, and is never stored or logged. With your own Ollama server, nothing reaches us at all.
Are support chats stored?
Yes. Support conversations are the one thing we keep, because a person may need to read them to help you. They are kept for a limited time and deleted on request.
Troubleshooting
"This license is in use on another site"
A license covers one site at a time. If you moved the store, move the license in My account (or ask us). If this is a test copy of your store, it stays unlicensed; only the AI features and support assistant are affected there.
"Package does not match the sha256 published for it"
The updater refused a download that was not the released file. Nothing was installed. Try again in a few minutes; if it keeps happening, tell us through the Support form.
Vision says it cannot reach the AI server
Check the Ollama address in Factorize → Vision Intake and press Test connection. A LAN address only works when WordPress runs on the same network.
"Monthly Factorize token allowance used"
This month's tokens are spent. AI features come back on the 1st, or ask us to add tokens. Existing licenses are unlimited, so tell us if you see this on one.
"Too many failed sign-in attempts" or "Too many requests"
Our server slows down repeated failures from one connection. Wait the time shown (15 minutes at most) and try again.
A module does nothing after activation
Most modules need WooCommerce active. Then open the module's screen under Factorize; anything that needs setup shows a short checklist there.