## Getting help with your theme
URL: https://hub.jkdevstudio.com/knowledge-base/support/getting-help-with-your-theme
Updated: 2026-09-06
Summary: What to prepare before opening a support request, where to send it, and which questions belong in a different channel.
Support requests are created in [your account](https://hub.jkdevstudio.com/login), where the thread stays with your license and your version information.
## Prepare these first
Having them ready turns a multi-day exchange into one reply:
- [ ] The site address, and admin access if the problem needs it
- [ ] The theme and Pro plugin versions
- [ ] The WordPress and PHP versions
- [ ] The copied System Info report
- [ ] The Diagnostics report, if you have Pro
- [ ] Whether the problem still happens with third party plugins deactivated
The last one is the single most useful line in any ticket. It separates a bug in our code from a conflict with somebody else's, which are handled completely differently.
If the symptom is a white screen, a 500 or an interrupted operation, add the error text from the debug log. Without it there is nothing to diagnose.
How to diagnose a problem and report a bug
## What support covers
Support answers questions about the theme working as documented: setup, its own features, and bugs in it.
It does not cover:
:::deflist
Customization work
: Changing how the theme behaves, writing code for your site, or building something the theme does not do. That is paid work through a different channel.
Third party plugins
: How another plugin works, or making it behave differently. A conflict involving our theme is ours; the plugin's behavior is not.
General WordPress questions
: How WordPress itself works, hosting configuration, or server administration.
Feature requests
: Ideas for the product belong in the roadmap channel, where they are recorded rather than answered once and lost.
:::
**Check the changelog before writing.**
If the problem is already fixed in a newer version, updating takes a minute and waiting for a reply does not.
## Opening the request
From your account, choosing the item and license the request is about, then the request type, a subject, a description and any attachments. The conversation continues in that thread, and it is private to your account.
Our framework admin screens also carry a bug report button, which opens the request form with the type already set.
## If you bought on Envato
Your support runs through the Envato channel and under their terms, including the length of the support window. The practical difference is where you write and how long support is included, rather than what gets answered.
What an Envato license covers
## Common questions
How fast will I get a reply?
Within our working hours, which the support policy states, and a well prepared ticket usually needs one reply rather than four.
Can I send my admin credentials?
Only if we ask and only for the specific problem, and then create a temporary account rather than sharing your own, removing it once the ticket is closed.
My support period ended. Can I still write?
The theme keeps working and the updates you already installed stay, while renewing is what reopens the channel itself.
I need a change made to the theme for my site
That is customisation rather than support, and it has [its own channel and terms](/knowledge-base/support/custom-work).
I am not sure it is a bug
Send it anyway with the checklist attached, because working out whether something is a bug, a setting or a conflict is exactly what the first reply is for.