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Frequently Asked Questions

last update: 2018/12/12


Can I bundle and resell purchased resources in our web template?

Yes, you can. We only prohibit a direct resell of downloaded resources on their own. Besides, If you use CC-BY icons without purchase / subscription, you will need to give credits in your template to loading.io.

I don't want to attribute CC-BY icons which I used. Any other option?

You can subscribe our premium plan. With premium plan, you gain access to all Royalty-free and CC resources and don't need to attribute.

Or, you can also pay just for the icon you want to use.

What's the license for your libraries like loading.css or loading-bar.js?

They are open sourced and in MIT License. Check our GitHub for their license and source code.

Why do I have to pay for CC0 / CC-BY icon?

Icons in https://loading.io/icon/ are released under corresponding license with their static form. You can download static CC icons for free and use them based on their license. However, animation building from arbitary css animations is our advanced feature for our icon library, so we will ask you to subscribe or pay if you want to make animations from icons.

Spinners in https://loading.io/spinner/, in the other hand, are designed with animation as a whole. So you don't have to pay for animation feature if they are released under CC0 / CC-BY license.


How should I attribute to the resources I downloaded and used?

If you use CC-BY licensed resources in websites, please add a link to the page of the resource in any place of your website. following is an example of the attribution link:

If you use the resources in any other media, please mention loading.io in your work. An example:

animation icon 'ninja' is provided by loading.io


What can I get from subscription?

You will get the following benefit in your subscription period:

  • Attribution free - use CC-BY licensed assets without attribution.
  • larger image generation - up to 800px x 800px images, including GIF and PNG Sequence.
  • PNG Sequence Generation.
  • Access to get the right to use any royalty-free resources.
  • Priority in support.

and we are constantly improving and adding new features to our service and with your support we could make this service better.

Do I have to attribute if I subscribed?

You don't have to attribute if you subscribed. It will be useful in situations like using them in your template bundle, marketing campaign or promote video.


Is it ok to scrape your content by program?

We prohibit programmatically scraping our content unless it's only for indexing purpose.

Can I copy urls of your samples and directly use them in my website?

Sample images are only for demonstration purpose. Please customize, download your own icons and host them in your server.

Additionally, you still have to purchase / subscribe to use sample images if they are shipped under Royalty-Free license.

Can I request for new icons or features?

Sure! People are doing this already. request is always welcome, just leave a message in our website or contact us directly.

GIF quality is low.

Due to its nature, GIF images sometimes have jagged edge in transparent mode. Try use the same background color as your website's background in the editor to alleviate this issue.

We also suggest you to use SVG / CSS alternative if possible, since they always provide the best image quality.

SMIL is deprecated in Chrome.

Deprecation of SMIL has been postponed by Chrome team.

I paid but got nothing / incorrect / corrupt files.

For a quick workaround, please try again with another browser or computer. Or, you can save the configuration of your design by hitting the "save config" button then contact us, we can generate the files you need for you manually.

And don't worry, you always get the refund if you can't get a correct result.


I changed my subscription plan and got charged before my previous plan expired.

For now, refund for plan changing will be handled manually so there will be a delay before we send the refund of the previous plan.

We will first charge you for the new plan, then send you a refund of previous plan according to the proportional of your total used time comparing to the previous subscription period; refund will be done manually and it will take several days to proceed. If you didn't receive refund in 72 hours, please contact us directly.

I purchased an $1.99 icon / $9.99 / $39.99 pro plan, but I saw $58 / $292 / $1160 was charged?

Due to our location and local bank limitation, we use TWD currency ( New Taiwan Dollar ) when you pay with credit card. The amount in USD is converted to TWD on the fly according to the exchange rate of the day of transaction.

Your credit card provider will convert TWD back to USD again, so when you receive your credit card bill you will still see the correct amount in USD ( which will probably be a little lower than the amount we charged you, due to rounding when charged in TWD ), but usually the original currency and the corresponding amount will still be shown.

Users using PayPal won't encounter this issue, since there is no such limitation in PayPal.

Why you keep on charging me?

While we offer single purchase for icons, we also offer subscription plans for unlimited icon generation. Subscription plans are plans with recurring billing, so we will charge you on the monthly or yearly basis, according to the period you choose.

Subscription can be canceled at any time, even right after the subscription is made, so if you decide that it's the last period of using our service, please always remember to cancel your subscription.

To cancel your subscription, simply go to Pricing page, and click the "Stop Future Billing" button. After cancellation, your plan will still be valid until the end of current period.

But I forgot to cancel my subscription.

If you just realized that you forgot to cancel the subscription after you have been charged, just contact us directly, we'll send you the refund if you contact us within 7 days after the charge is made.


In whatever reason, I want a refund.

Please contact contact@loading.io within 7 days after your payment with the email address you used to sign up, and (optionally) let us know the reason. We will do it for you once we confirm your transaction.

In case that our reply goes into spam folder, please check your spam folder if you didn't receive our response in 24 hours.

  • Single Purchase: we will send you the full refund.
  • Subscription: amount of refund is calculated according to this formula:

    Refund =
    Subscription Fee
    Number of RF Icons Used
    x 1.99$

    Please delete all downloaded files if you need the full refund.

Since we offer free icons as well, you can try our service before subscribing.


My subscription is gone/downgraded before the next billing period.

This is usually because you use a wrong account. It happenes all the time, so don't worry, just contact us, we'll help you to find the correct pro account you used before.

I want to delete my account.

Please contact contact@loading.io directly. Your mail will serve as a confirmation to completely delete your account, so we don't have to keep a backup for users who accidentally deleted their accounts and want to restore it.

Password reset is not working.

Please check your spam folder to see if the reset email went into the spam folder, or you might use the incorrect email.


How to contact you?

Just write an email to contact@loading.io and let us know how we can help you. It's also welcome even if you just want to say hi. Sometimes our mails went into your spam folder, so please check spam folder if you didn't get our reply.

You can also contact us through loading.io's facebook fanpge if mail doesn't work.

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