Support Rules

Thank you for purchasing one of our premium themes. So that you get the most out of our support and make your experience better, we’d like to advise you to Please read this carefully before creating a new ticket!.

  • Read Our documentation first.

    Before asking questions within the support, please be sure that you have read the file documentation which came packaged with your download. The documentation covers installation, usage, and often answers the vast majority of questions,
    Also, you can check our knowledge base articles.

  • What is included:
    • Answering questions about the item’s included features and functionality
    • Fixes for bugs and reported issues with the item.  (No 3rd party Plugins issue)
    • Updates to ensure ongoing compatibility and patch security vulnerabilities
    • More Details will found in Themeforest
  • What NOT included:
    • Customization services
    • Installation services or general software platform and CMS help (eg WordPress or Photoshop)
    • Resolving compatibility issues with 3rd party plugins, themes or items unless advertised
    • Help with included 3rd party items from the 3rd party author (eg plugins included with themes/templates)
    • Help with your particular web hosting/server environment
    • More Details will found in Themeforest
  • URL address and Screenshot
    When you open a ticket, always provide the related URL address so we can see the problem. Better add a screenshot as well.  If you have a problem in the WordPress admin, we need your wp login as well. No online example – no support can be given.
  • We only support our products.
    If there is a problem with another product like 3rd party (plugin), you have to contact the author of the product.
  • Changes in the theme’s code.
    If you change the item’s code, please understand that we can not give support when you run into an issue that’s caused by the code changes. If you don’t have the idea how to customise theme, then hire someone expert who can handle any problem.
  • Included features
    When you are not sure if a feature is included, please ask us over ThemeForest comments before you purchase.
  • We only support themes within the valid support period
    If your support has expired, Please extended the support period. Read more about it here.
  • Support time
    We are usually online around 2100-2400 GMT+6. Please note that while we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.

All tickets which don’t follow the rules above will be deleted without an answer and your privilege for free support may be amended permanently!

Yes, we can help you with theme customization, but for a reasonable price. Read here why customizations are not free.

 

OK, I understand support rules.
Let me OPEN A NEW TICKET.