FAQ.png

FAQ

Frequently Asked Questions

Q: Notifications, Dialer, Messages, Keyboard, etc. aren't themed.

A:

Android 11 - White / Unthemed Apps 

There is currently a firmware bug that sometimes prevents a theme from being fully applied. We reported this to Samsung in November 2020, and they told us they are working on a fix. For now we recommend applying the theme named "Default", then restarting your device / applying the theme fresh to fix this issue.

Android 10 or higher - Black / Dark Mode Apps

To fix this issue, you need to disable Dark mode.

 

Android 10 added Dark Mode support to themes, but we do not recommend using it. Samsung's implementation of Themes with Dark Mode is very limited, and almost all themed elements get overwritten by a default Dark Mode theme.

If you disable Dark mode and the issue persists, please send a screenshot of the issue to [email protected].
 

Q: I get an error when trying to download themes:
"Couldn't download content" (Error 6/T500011)

A: Samsung is currently working on resolving this new Android 11 bug, however we have no ETA on when that will be. The temporary workaround is to restart your phone, then return to the theme's product page and download it again.

Q: Why did you change the dialer design with Android 11?

A: Unfortunately Samsung removed developer's ability to add an image to the lower part of the dialer for Android 11. This required us to modify or adjust our existing dialers to fit the new layout, and there is no way for us to bring it back to how it was on previous OS'.

 

We made all changes by hand, then double/triple checked the designs, so we hope you can still enjoy the updated look!

Q: The lock screen animation on my phone stopped working or is missing. How can I fix it?

A: Themes can only animate the lock screen wallpaper. If you are not seeing it, the most common cause is that the lock screen is disabled.
 
To check if your lock screen is disabled, go to Settings - lock screen and security - Screen lock type. Make sure that this is not set to "None" - as if it is set to "None", then the lock screen is disabled and the wallpaper will not be displayed. 
 
Once you enable it, you can tap your power button to turn your screen off, then tap it again to view the lock screen.
 
If the issue persists, please try the steps below which will resolve most other issues with the lock screen:
 
Go to the Galaxy Themes app, select the menu button on the upper left, then select “My Stuff”.
Select the theme named "Default", and then Apply.
Return to the View All section of the Theme Store.
Apply the theme again.
 
For further support, please send a screenshot of your screen that is not animating to [email protected]

 

 

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 Galaxy Themes app, or go to Settings - Wallpapers and Themes


2) Click on the small Profile icon on the top right , My Page, 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: Help! My theme is not working properly with my latest Android update.


A: This is typically due to a theme being applied while an update is done to your device. In order to get the proper update, you will need to navigate to the Galaxy Themes app, select "My Stuff", then update the theme if it is available. If you do not see this option, please e-mail any relevant information to [email protected].

 

Q: Why isn't your theme's AOD showing on my phone?


A: Pie OS changed how the AOD functions, and if you want it to always show then it must be enabled to do so in Settings manually. Otherwise, it only shows under certain conditions.

In some rare cases the AOD may also be lost after a restart. To fix this, apply the theme named "Default", restart your device one more time, then apply the theme again.


 

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 One UI Home launcher.  You can check what launcher you are using by going to Settings - Applications - Default applications.  Make sure that "Home screen" is set to "One UI Home".


 

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 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: What if I have another question?


A: Feel free to reach out to us at any time - just send a message to us via our website and we're happy to help you!  You may also send an e-mail to [email protected] for support.