Getting Help from the Support Team

Each of our themes comes with 6 months of support, which can be extended at any time. Whenever you have any questions or issues about the theme, Our official support team is available to help in a timely.

We explain how to request support and details about support terms in this article.

Before Submitting, please ensure:

  1. Your theme version is up to date. You can find a list of all bug fixes and changes here to refer to in the changelog.
  2. It’s possible that a solution has already been provided for your question/issue in our documentation, checked out and search the documentation.
  3. Your plugins are up to date & you’ve tested to make sure a plugin conflict isn’t the reason for your issue.

Submitting a ticket:

Our technical support is only provided through ticket submission from Themeforest support email. We cannot provide technical support on the ThemeForest comment section.

Our Support Includes:

  1. Theme related issues
  2. Ruby Composer and default plugins related issues.
  3. Small modifications

Our Support Does Not Includes:

  1. Third-party plugin issues
  2. Custom coding
  3. Theme and plugin updating

Refer to Our Support Terms and Conditions for more details.

To Submit a Ticket:

  1. Please navigate to Themeforest Item Support tab.
  2. Click on the “Contact Author” button.  This may request logging to your Envato account to send the request.
  3. Fill out the form with the necessary information.
    1. Your questions or issues
    2. Link to your website or link to specific page issues
    3. A temporary account to login to your website.
  4. Submit your ticket.
After receiving the first response from the support team, you can either follow the ticket and reply directly from your email address.

Support Response Time:

We answer all questions within 8-24 hours. However, in some cases, a slight delay due to several reasons:

  1. Not enough information is provided.
  2. Influx of tickets.
  3. Different time zones or out of working hours.
  4. More than one question per ticket or asking new questions in the same ticket.
  5. Please make sure your email setting in Envato account can receive emails to the mailbox.

Support working hours:

Monday – Friday: 10.00 – 19.00 SGT.

Support Period

According to the Envato policy, you have 6 months of support after purchasing an item. We are committed to offering full customer service during this period.

After the initial six months, in order to continue using the support, you need to renew item support.

For more information read the Envato Extending and Renewing Item Support and Renew theme support article.


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