Our support team is dedicated to helping you get the most out of your KeyDesign themes. Support access and coverage terms depend on which platform you used to purchase your theme.
KeyDesign Pro Theme
All clients with an active KeyDesign Pro subscription have full access to our premium support. As long as your subscription remains active, you can submit tickets and receive assistance from our team.
ThemeForest Themes
Our ThemeForest themes come with 6 months of complimentary support from the purchase date. Once the 6 months of included support is up, you can extend your support coverage. Our support team acts within the scope of the Envato item support policy.
Before submitting a ticket
To help speed up your request, we require that you follow the steps below before submitting a new support ticket. This is for the benefit of everyone and will help make the entire process more efficient. It’s essential, and we ask that everyone who posts follow these steps:
- Ensure the theme and all the core plugins are up to date.
- Always check for theme release notes.
- Check our documentation for the answer to your question.
- Disable any additional 3rd party plugins you may be using to see if it fixes the issue.
- Switch to the main theme in case you are using the child theme.
- Make sure you’ve cleared all your browser and website caches.
- If you cannot find the answer, create a ticket to our support center.
How to ask for support
When opening a support ticket, the best way to report a theme issue and get constructive help is to provide some detail:
- Provide a page URL where the issue happens
- Clear statement to what the issue is
- What you expected to happen
- What did happen
- Details about how to reproduce it
- If it makes sense – some information on your environment (browser, what caches you use, your operating system).
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