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  3. How to get support

How to get support

Our themes come with 6 months of complimentary support from the purchase date and free lifetime updates. Once the 6 months of included support is up, you can extend support coverage up to 6 or 12 months. If you choose not to extend your support, you will still be able to submit bug reports via email or item comments and still have access to our online documentation.

Note:

Our support team acts within the scope of ThemeForest support policy. Envato clarifies item support here.

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:

  1. Ensure you are running the most recent version of the theme and that all the core plugins are up to date.
  2. Always check for theme release notes.
  3. Check our documentation for the answer to your question.
  4. Disable any additional 3rd party plugins you may be using to see if it fixes the issue.
  5. Switch to the main theme in case you are using the child theme.
  6. Make sure you’ve cleared all your browser and website caches.
  7. 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:

  1. Provide a page URL where the issue happens
  2. Clear statement to what the issue is
  3. What you expected to happen
  4. What did happen
  5. Details about how to reproduce it
  6. If it makes sense – some information on your environment (browser, what caches you use, your operating system).

Extending and renewing item support

You are eligible to renew or extend your support subscription if you have less than 6 months support remaining. The cost of purchasing support can vary according to the different periods of your subscription. For example, extending your support subscription while it’s still active costs less than renewing it when it has expired. To learn more about this, please read Envato’s Extending and Renewing Item Support article.

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