Frequently Asked Questions
Q: The lock screen animation on my phone stopped working or is missing. How can I fix it?
A: There are many variations to this bug, but almost all cases can be corrected by following the instructions below:
1) Go to Settings - Wallpapers and Themes.
2) Select the Themes tab at the bottom.
3) Scroll to the top until “My Themes” shows on the upper left, and then tap "View All" on the upper right.
4) Select the theme named "Default", and then Apply.
5) Once Default is applied, return to the View All section of the Theme Store.
6) Select the theme you were previously using, and press "Apply".
7) The issue should now be resolved.
There is also a setting that can disable "Animated" themes. If the above steps do not resolve your issue, navigate to Settings -> Accessibility -> Visibility Enhancements -> Remove Animations and ensure that this is set to Off.
If the issue persists, please send a screenshot of your lock screen to firstname.lastname@example.org.
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. There is a limitation of apps where they cannot be updated while they are in-use; this includes Themes. In order to get the proper update, you will need to temporarily switch back to the Default theme. Once you do this, an update will be downloadable if it is available.
If there is no update available, and you continue to have issues, please e-mail a screenshot of your order number, as well as the issue, to for support.
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.
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 TouchWiz or Samsung Experience launcher. You can check what launcher you are using by going to Settings - Applications - Default applications. Make sure that "Home screen" is set to "TouchWiz home" or "Samsung Experience".
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: I bought a theme but don't like it! Can I get a refund?
A: Since Samsung manages all payment processing, you will need to contact them to request a refund. You may reach out to them for assistance 24 hours a day, 7 days a week at: 1 (866) 647-9190.
Please keep in mind that you can trial any theme prior to purchasing. This allows you to use a full-featured version of the theme for 5 minutes to see if it is a good fit.
Q: What if I have another question?
A: Feel free to reach out to us on Facebook at any time - just send us a message and we're happy to help you! Our Facebook page is www.facebook.com/EchoVisuals. You may also send an e-mail to email@example.com for support.