Support is a window of time during which we answer your tickets. It sits on top of a license and it is not the license. When the window closes the theme keeps working, every version you own stays yours, and the only thing that stops is the ability to open a new request.
Nothing on this page expires your product.
#What you already have
- Bought directly from jkdevstudio
Twelve months of priority support, included with the purchase. Priority means order in the queue: direct tickets are answered first. Nothing to add on the day you buy.
- Bought on Envato
The support period Envato sold with the item, six months by default. It covers one thread for that product, it is answered after the direct queue, and it cannot be extended on the marketplace. Your account shows the date your own key carries.
A license never expires and is never renewed.
The word "renew" belongs to support and to nothing else. Your license, your activations and every version you have downloaded are permanent.
#Buying it from your account
Sign in
Open your account. If you bought on Envato and have never signed in, connect the Envato account or use the same address you bought with. New to Hub? Register first.
Open Services
The Services page lists what can be bought against a license you already own.
Pick the license
Support attaches to one license, so a person with three products chooses which one the window is for.
Pick a length
Support Access is sold in six month units at 19 USD each, and the picker offers six, twelve, eighteen months and so on up to three years. Buying two units costs the same as buying one unit twice, so there is no penalty for adding a little at a time.
Pay
Checkout runs through our payment provider. The new window is on the license as soon as the payment settles.
Buying support extends the dates only. It does not change the license tier, and the tier is what sets the ticket allowance and the place in the queue, so a marketplace key keeps its one thread, answered after the direct queue.
#What happens to the dates
Time is added, never replaced. Buying six months while four months are still on the clock leaves you with ten, so there is no reason to wait until the last day and no way to lose what you have already paid for.
That applies to a marketplace window too: buying here while the Envato period is still running adds to it.
If the window has already closed, the new period starts from the day you buy.
#What support covers, and what it does not
Support answers questions about our products: how a setting behaves, where something lives, and bugs in the theme or the Pro plugin.
It does not cover custom development, third party plugins, or problems that come from the server rather than from us. Those limits are written down, and the support policy is the authoritative version.
If what you need is work rather than an answer, that is a separate paid channel.
#Why support is sold at all
Answering a ticket means a person reading your site, reproducing your problem and writing back. It is the one part of a theme business that does not scale with copies sold, which is why vendors in this market put a clock on it and why the marketplaces do the same. Bundling it forever would mean pricing every buyer for the support the loudest one uses.
Twelve months of support on a direct purchase covers the period when almost every real question comes up, and the extension exists for the site that is still being worked on after that.
#Common questions
Does my site stop working when support ends?
No. The license, the activations, the theme and the Pro plugin are unaffected, and every version you have downloaded stays yours. Only new support requests stop.
I bought on Envato. Can I get support?
Inside the period your purchase carries, yes, and it is one thread for that product. When that period ends, support bought here against the same license extends the window. The thread allowance and the queue position stay those of the marketplace tier.
Priority support and the direct allowance come with an upgrade instead. It adds twelve months to the end of any Envato support still running, or starts them on the upgrade day if that support has ended.
Why can I only open one thread on an Envato key?
A marketplace sale returns only part of its price to us after fees, and a thread is a person's time. One conversation is what that share funds. Re-opening it costs nothing: a reply on a closed thread brings it back.
Can I buy support for somebody else's license?
No. Support attaches to a license in your own account, which is what lets us match a ticket to a product and a site.
Do automatic updates come back if I buy support?
No, those are separate things. Updates follow the license tier, not the support window, so buying support does not change them and letting support lapse does not take them away.
#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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