If you are unable find what you are looking for in our guides, contact us here.

Support Hours and Language

Please note that support is available only in English.

Our support hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Standard Time. We will respond to you as soon as possible during our business hours. We are closed on weekends and U.S. holidays.

Before Contacting Us

Before contacting us, please try one or more of the following:

• Install any updates.
• Use a Supported Browser.
• Refer to the Knowledge Base for troubleshooting advice.

Verifying Account Ownership

When submitting an inquiry, you will be required to provide information, such as your name and email address, that identifies you as a verified licensee. Failure to provide this information might preclude us from taking action on your issue.

The personal information you provide when submitting an inquiry is used only to complete your request for support. We do not share this information with unaffiliated third parties. We will not use your email address to contact you for marketing purposes unless you agree otherwise.

Diagnosing Issues

Upon contacting us, you will be required to engage in a diagnosis session to help determine the cause of your issue. If we determine that your issue is the result of a defect in our workmanship, we will resolve the identified bugs or defects.

Due to the nature of web development and operating environments, we cannot guarantee the time that it will take to resolve an issue. In addition, our response times may be affected if you fail or refuse to provide requested information. We will do best to resolve issues as expeditiously as possible.

If we determine that the issue is not covered under our Support Policy, we can only provide very limited guidance. You would then need to hire an external developer if you do not have the skills to implement it yourself.

Support Scope

We will fix bugs, defects, and anomalies (style, rendering, and functionality issues); however, these fixes only apply to the unmodified template.

Issues Covered

We will provide support for the following types of issues:

• Respond to problems with the template that functions differently than advertised.
• Provide updates to resolve bugs or defects related to the unmodified template.

Issues Not Covered

We will not assist you with the following types of issues:

• Provide training and assistance with HTML, CSS, JavaScript, and PHP.
• Install and customize the template.
• Provide technical fixes for bugs or issues related to custom code.
• Convert or adapt the template into a theme for other platforms such as Blogger, Drupal, Ghost, Joomla, Magento, Tumblr, and WordPress.
• Provide maintenance and support for third party plugins, JavaScript libraries, jQuery plugins, fonts, icons, or software.
• Resolve individual server issues, configuration, PHP upgrades, or hosting problems.
• Ensure compatibility of the template with any web browser not listed as a supported browser.
• Provide specific SEO advice.

Other Tips for Contacting Us

To help us answer your questions quickly, consider these tips when contacting us:

• Be specific. The more details you include about the page, URL, or location you have questions about, the better we can understand what you want to achieve.
• Provide screenshots or files that show us the problem. We cannot view embedded images, so include them as an attachment to your email.

Security Tips

We will never ask for your login information like your password or your full credit card number over email.

If you received a suspicious email that looks like it is from us or a company claiming to be associated with us, please do not click any links, download attachments, or reply to the message.

Instead, forward the entire email to us and include the email header and subject line. This helps us investigate where the email came from and stop it from spreading to others.