Customer Hub is one service holding everything around the products you bought from us: your account, your licenses, every version you can download, your support threads, and each product's documentation, changelog and roadmap.
You use the product on your own site. Hub holds what keeps that product working: updates, licensing, support, what changed and what is coming.
#The problem it solves
A theme usually arrives as a zip file and ends there. A year later you have the zip, no idea whether the product is still maintained, no current version, no record of what changed, and no address to write to. The relationship ended at the download.
That is the normal outcome of buying a theme, and Hub exists to replace it. You can always see where we are, what state the product is in, what changed in it, and what is planned next.
Most questions close without any correspondence.
The answer is usually already in the documentation, the changelog or the roadmap, and support exists for the cases where those three were not enough.
#What you can do there
- read the documentation, the changelog and the roadmap for any product
- download a purchased item, in any version it has ever had
- manage your licenses and the sites they are activated on
- get support, and buy or extend a support window
- vote on published roadmap entries, and report a bug
- send a suggestion of your own, on a direct license
- buy another product, more activations, or a higher tier
Hub keeps growing. That is a direction, not a promise, so no dates are given here.
#How it is arranged
Everything is organized around the product. Each one has its own documentation, its own changelog and its own roadmap, and they link to each other.
Part of Hub is public and needs no sign in: documentation, changelog, roadmap and the product catalog. That is deliberate, so you can read a product's docs and see its release history before deciding to buy it.
The private part lives in your account: your purchases, your licenses, your downloads of specific versions, and your support conversations. You can register before you buy anything, and buying afterwards with that address attaches the license to the account you already have.
Your site is connected to Hub too. Updates come from here and the license is checked here, so your account and your site admin are two sides of one mechanism.
#What is in your account
- Licenses and downloads
Every key you hold, the sites each one is activated on, and every version of the product you own, not only the current one.
- Purchases
More activations on a key you already have, a tier upgrade priced with your existing purchase as credit, or another product entirely.
- Support
Your threads, the date each license is supported until, and the place a support window is bought or extended.
- Feature requests
What is planned for a product, and where a suggestion of yours goes. How many you can send depends on your license tier, and a marketplace key sends none.
The licenses page is the one you will open most. It is where a key moves to a new domain, where a site is released, and where an older version is downloaded when the current one does not suit you.
Everything commercial happens on the same page as the key it applies to, without a conversation with us first.
#Support is a window, and the account is where you see it
A direct purchase carries twelve months of priority support, meaning your tickets are answered ahead of the marketplace queue. Those twelve months are the support window, not the license: the license does not expire, and the product keeps working when the window closes.
A marketplace purchase carries the support period Envato sold with the item, six months by default. It is one thread for that product, answered after the direct queue, and it cannot be extended on Envato.
Whichever you hold, your account shows how much of the window is left and is where more support is bought.
#Common questions
Do I have to use Hub?
For updates, support and buying anything else, yes, since that is where all three come from. The theme itself runs without you ever opening Hub.
Do I register, or does an account just appear?
You can register yourself, and that is the tidier order: buy afterwards with that address and the license attaches to the account you already have.
If you buy without an account, one is provisioned when the purchase is first seen, because a license has to belong to somebody.
Can anybody send a feature request?
Voting on published roadmap entries is open to every signed in customer. Sending a new suggestion is an allowance that comes with a direct license, and a marketplace key carries none.
I bought on a marketplace. Do I still have an account here?
Yes. Sign in with the same address, or connect your Envato account, and the purchase finds it. What a marketplace key includes is a separate question, answered in what an Envato license covers.
Is documentation available before I buy?
Yes. Documentation, changelog and roadmap are public for every product, so you can judge one before paying for it.
Are my support threads visible to anybody else?
No. They are private to your account.
I cannot find something in Hub
Start from the product page, in the catalog or in your account. It collects the documentation, changelog and roadmap links for that one item in a single place.
#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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