Support requests are opened in your Hub account, and the request form already has a place for most of what we need to answer you in one reply. No account yet? Register on Hub with the email address you bought with.
#Fill in the form, not just the message
The request form attaches the important context through its own fields, so you do not have to type it into the message and we do not have to ask for it.
Pick the product and the license
Choose the theme or plugin the problem is about. If you hold one license for it, the form selects that license for you. The license tells us which support you have and where it is activated.
Choose the category
Bug Report, Installation, Update Issue, License & Billing and so on. The category puts the request in front of the right person first.
Set the release under References
Once a product is picked, a References block appears. Release lists the theme and Pro plugin versions, so pick the exact version the problem happens on.
Put your site address in the URL field
The site address goes in the URL field under References. If the request relates to a documentation page or a roadmap item, link that too.
Describe it, and attach proof
Say what you did, what you expected and what actually happened. Attach screenshots, a short screen recording or a zip, up to five files of 25 MB each.
A few things have no field of their own. Paste them into the message:
The WordPress and PHP versions
The copied System Info report, and the Diagnostics report if you have Pro
Whether the problem still happens with third-party plugins deactivated
For a white screen, a 500 error or an interrupted operation, the error text from
debug.log
The plugin line is the most useful sentence in any ticket. It separates a bug in our code from a conflict with somebody else's, and those two are handled very differently.
Write the ticket in your own words.
The Support Policy asks for rough notes over a polished summary written by an AI assistant. An assistant has never seen your site, so it tends to name a cause it guessed and leave out the one detail we needed.
#What support covers
The full rules are in the Support Policy. The short version:
| Support covers | Support does not cover |
|---|---|
| Questions about using the product and finding its settings | Customization and custom development for your site |
| Confirmed bugs in our code | Problems caused by third-party plugins, other themes, external services or custom code |
| Installation, license activation and updates | Server, hosting, DNS, mail and certificate setup |
| A documented feature that does not work as documented | General WordPress help and content work |
Two rules from the policy come up often enough to repeat here:
- Bugs never cost you anything. A defect in our product, a feature that does not match the documentation, something broken by our update, and any license, activation or download problem are never counted against your allowance.
- Edited product files are outside support. If the theme or plugin files were changed directly, restore the originals and check again before writing. A child theme, our hooks and the settings layer are fine. See Customizing the code: limits and responsibility.
Custom work has its own channel and terms, and feature ideas go through the roadmap as a feature request, not through support.
Check the changelog before writing.
If the problem is already fixed in a newer version, updating takes a minute and waiting for a reply takes longer.
#How much support you have
Every request goes through your Hub account, wherever the license was bought. What differs is how long support lasts and how much of it there is.
| Direct license | Envato license | |
|---|---|---|
| Support period | 12 months, extendable | 6 months by default |
| Tickets | Premium: 3 per activation. Agency: 10 | 1, re-openable |
| Queue | priority | after direct tickets |
When a support period ends, the theme keeps working and every version you already have stays yours. Only access to the support queue ends. Support can be bought or extended per license in Hub, on a direct license and on an Envato license alike:
A ticket is one subject, not one question. Follow-ups on the same subject stay in the same thread for as long as it takes. A reply on a closed thread re-opens it and costs nothing.
#Common questions
How fast will I get a reply?
Support works Monday to Friday, 09:00 to 21:00 Kyiv time. Most tickets get a first reply within one business day, and two business days is the outer limit.
A confirmed bug moves to the front of the queue whatever license it came with. Details are in the Support Policy.
Can I send my admin credentials?
Only when we ask, and only for the problem in the ticket. Create a temporary administrator account rather than sharing your own, send it inside the private thread, and delete that account once the ticket is closed.
My support period ended. Can I still write?
Extend support on that license in Hub first, and the form opens again. A bug report is still a bug report, so if our code is broken, say so.
I used my one Envato ticket. What now?
Re-open it if it is the same subject. For more, buy support on its own for that license, or upgrade it to a direct license, which brings the 12-month period with it. Both are done in Hub. See What an Envato license covers.
The error mentions your theme. Is it definitely a bug?
Not necessarily. Another plugin can break our code by changing something it relies on. Send the ticket with the plugin check done; working out whose code is at fault is what the first reply is for.
I am not sure it is a bug
Send it anyway, with the form filled in. Telling a bug from a setting or a conflict is part of support.
Can an AI assistant answer my question instead?
For "how do I" and "where is the setting", often yes, and faster. Our documentation is published in a machine-readable form so any assistant can read it. Keep tickets for bugs, licenses, purchases, and places where the documentation and the product disagree.
#Still stuck
Open a support ticket and say what you tried and where it stopped. Your product, your domain, a screenshot and the exact message you saw are usually enough to settle it in one reply.
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