Troubleshooting license and account connection issues

This article helps you fix the most common problems when your purchase, premium features, or license don't show up on your website — for example after upgrading, switching plans, or moving to a new account.

On your Pixelgrade LT site (built on Anima), everything to do with your account and license lives in one place: the Pixelgrade Design hub, under Account. The fix for a stuck connection is simply to disconnect and reconnect your account, which we walk through below.

Two things to keep in mind before you start:

1. Keep Pixelgrade Assistant active. It's the plugin that runs this whole experience — if you turn it off, the Account and license screens disappear.
2. Premium features and licensing are handled by Pixelgrade Plus. Your pixelgrade.com account connection (covered below) is the foundation; the Pixelgrade Plus section of the Account tab then recognizes your purchase and unlocks premium features.

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Where to find everything

1. In your WordPress dashboard, go to Appearance → Pixelgrade Design.
2. Open the Account tab.

This is the screen you'll use for every fix below. When your account is connected, you'll see your name and email under a Pixelgrade account card; when it isn't, you'll see a Connect account button.

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Problem 1 — Your purchase or premium features didn't appear

This usually happens when your website is connected to a different account than the one that holds your purchase — for example, you created a second pixelgrade.com account during checkout, or you added Pixelgrade Plus while signed in to a different account.

The fix is to make sure your site is connected to the right account:

1. Open your pixelgrade.com account in a separate browser tab and confirm you're logged in with the account that holds your purchase.
2. Back in WordPress, go to Appearance → Pixelgrade Design → Account.
3. If the site is already connected to the wrong account, click Disconnect account (in the Pixelgrade account card).
4. Click Connect account.
5. On the pixelgrade.com page that opens, click Allow to finish.
6. Return to the Account tab. Your account name and email should now match the account that holds your purchase, and your premium features should become available.

Tip: If you have more than one pixelgrade.com account, the quickest way to avoid confusion is to log out of all of them first, then log back in with only the account that holds your purchase before reconnecting.

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Problem 2 — You're connected, but the license or features still won't sync ("Invalid token")

Sometimes the connection looks fine but nothing updates. This error means that your connection token has been invalidated, usually due to a previously failed login attempt. The fix is simply to disconnect and reconnect, which generates a fresh, valid token:

1. Go to Appearance → Pixelgrade Design → Account.
2. Click Disconnect account.
3. Click Connect account and approve the connection on pixelgrade.com.
4. Go back to the Account tab and check that your premium status now appears.

Disconnecting and reconnecting only refreshes your Pixelgrade connection — it will affect absolutely nothing else on your website, like your posts, pages, menus, or any design changes you've made in the Site Editor or Style Manager.

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Problem 3 — The same error keeps coming back after reconnecting

If you reconnect and the same error comes back, the instructions above didn't fix it. Generally, this happens because of some sort of HTTP request caching mechanism that has been enabled on your server, which means your server will still be trying to connect with the broken token.

Try these in order:

1. Clear your site cache. If you use a caching plugin or a host-level cache, purge it.
2. Clear your hosting/server cache. Some hosts run their own caching layer (for example a page or object cache) that a plugin can't clear on its own. You can clear it from your hosting dashboard directly or, if you're uncomfortable doing this, ask your hosting provider to clear the server cache for you.
3. Once the cache is cleared, repeat the Disconnect → Connect account steps from Problem 2.

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Problem 4 — You originally bought through a marketplace (Envato / ThemeForest)

Licensing for Pixelgrade LT is tied to your pixelgrade.com account, not to a marketplace login. If your purchase originated on ThemeForest/Envato, open pixelgrade.com and sign in with the Continue with Envato button — this links your Envato purchase to a pixelgrade.com account. Then connect that account to your site using the steps in Problem 1.

If you're not sure which account holds your purchase, reach out to us and we'll help you sort it out.

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Still stuck?

If you've tried the steps above and your license or premium features still won't sync, we're happy to help. Send us a support request straight from your dashboard:

1. Go to Appearance → Pixelgrade Design → Help.
2. If prompted, connect your pixelgrade.com account (this is what lets you send a request from here).
3. Describe the issue — including which account you expect to hold your purchase — and we'll take it from there.