Question 1

What is a Mockup?

Accepted Answer

A mockup is a PSD file with smart objects that allows you to place your design and see how it looks on a real product. Creatsy mockups work with Adobe Photoshop.

Question 2

How do I use Creatsy mockups step by step?

Accepted Answer

Open the PSD file in Photoshop, find the smart object layer, double-click to edit, paste your design, save and close. Your design will appear on the mockup automatically.

Question 3

What software do I need to use Creatsy mockups?

Accepted Answer

You need Adobe Photoshop CC 2018 or newer. Some mockups with 3D layers require Photoshop CC 2021 or later. Photoshop Elements and other programs are not supported.

Question 4

How to use 3D Layers in Creatsy mockups?

Accepted Answer

Open the PSD file in Photoshop CC 2021+, find the 3D layer in the layers panel, double-click to edit, place your design, and save. The 3D effect will be applied automatically.

Question 5

I have issues downloading and unzipping files, what should I do?

Accepted Answer

Make sure you have a stable internet connection and enough disk space. Use a dedicated unzip tool like 7-Zip (Windows) or The Unarchiver (Mac). Avoid unzipping directly from cloud storage.

Question 6

Why can't I download the ZIP file?

Accepted Answer

Check your internet connection and browser settings. Try a different browser, disable extensions, or use a download manager. Contact support if the issue persists.

Question 7

How do I unzip files on Windows?

Accepted Answer

Right-click the ZIP file and select "Extract All", or use 7-Zip for large files. Extract to a local drive, not directly from cloud storage or network locations.

Question 8

How do I unzip files on MacOS?

Accepted Answer

Double-click the ZIP file to extract, or use The Unarchiver app for large files. If you see errors, download the file again and extract to your local drive.

Question 9

What are the Creatsy license types?

Accepted Answer

Creatsy offers Commercial License (up to 5,000 end products), Extended Commercial License (up to 250,000 end products), and Freebie License for free mockups. All licenses are for one business.

Question 10

What are the allowed use cases for Creatsy mockups?

Accepted Answer

You can use mockups for client presentations, social media, advertising, e-commerce product images, and portfolio. The end product must be significantly different from the original mockup.

Question 11

What is prohibited usage of Creatsy items?

Accepted Answer

Prohibited uses include: reselling source files, integrating mockups into POD mockup generators or customization tools, sharing files publicly, using in templates for resale, and any use where end users can customize products using the mockup.

Question 12

What is your refund policy?

Accepted Answer

Creatsy offers refunds within 3 days of purchase in specific cases: wrong license purchased, duplicate purchase, technical issues, or misrepresented product. Once files are downloaded, refunds are not available due to the digital nature of the products.

Question 13

I can't complete my PayPal payment, what should I do?

Accepted Answer

Check if your PayPal account is verified and has sufficient funds. Try a different payment method or browser. Contact PayPal support or Creatsy support if the issue continues.

Question 14

How do I get an invoice for my purchase?

Accepted Answer

Invoices are automatically sent to your email after purchase. You can also download invoices from your account dashboard under Order History.

Question 15

How do I manage my email notifications?

Accepted Answer

Go to your account settings and find the Notifications section. You can enable or disable emails for orders, newsletters, and product updates.

Question 16

What are password best practices?

Accepted Answer

Use at least 8 characters with uppercase, lowercase, numbers, and symbols. Don't reuse passwords across sites. Consider using a password manager for security.

Question 17

How do I change my password?

Accepted Answer

Log in to your account, go to Settings, and click Change Password. Enter your current password and then your new password twice to confirm.

Question 18

I didn't receive my password recovery email, what should I do?

Accepted Answer

Check your spam/junk folder. Make sure you entered the correct email address. Wait a few minutes and try again. Contact support if you still don't receive it.

Question 19

What is the Creatsy Affiliate Program?

Accepted Answer

The Creatsy Affiliate Program lets you earn commission by promoting Creatsy products. Earn 15% from new customers and 10% from returning customers. Minimum payout is $25. Cookie lasts 30 days.

Question 20

How do I join the Creatsy Affiliate Program?

Accepted Answer

Create a Creatsy account, go to your dashboard, and apply for the Affiliate Program. Once approved, you'll get access to your unique affiliate links and marketing materials.

Question 21

What is an Affiliate URL and where do I find it?

Accepted Answer

An Affiliate URL is your unique tracking link. Find it in your Affiliate Dashboard. Any purchase made through this link will be credited to your account.

Question 22

How do I use the Affiliate Dashboard?

Accepted Answer

The Affiliate Dashboard shows your clicks, conversions, earnings, and payout history. You can generate affiliate links, view reports, and request payouts from here.

Question 23

How do I request an affiliate payout?

Accepted Answer

Go to your Affiliate Dashboard, check your available balance, and click Request Payout. Minimum payout threshold applies. Payments are processed within 30 days.

Help Center

Featured Articles

Product Support

How To Use 3D Layers?

Licenses

Prohibited Usage Of Items

Product Support

Software Requirements

Product Support

What is a Mockup?

Orders & Payments

Refund Policy

Product Support

Troubleshooting Downloading and Unzipping Issues

Product Support

What is a Mockup?

Step By Step Guide

Software Requirements

How To Use 3D Layers?

Troubleshooting Downloading and Unzipping Issues

Troubleshooting Downloading Zip File Issues

Troubleshooting Unzipping ZIP files on Windows

Troubleshooting Unzipping ZIP files on MacOS

Licenses

General Licenses FAQ

Use Cases

Prohibited Usage Of Items

Orders & Payments

Refund Policy

Can’t Complete PayPal Payment

How To Get an Invoice?

Your Account

Emails & Notifications

Password Do’s and Don’ts

How To Change My Password?

Didn’t Get Password Recovery Email

Affiliate

What is Our Affiliate Program?

How to Join the Creatsy Affiliate Program

What is an Affiliate URL and Where to Find It?

Overview of Your Affiliate Dashboard

How to Request an Affiliate Payout?

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