Documentation, support & FAQ
Got an issue?
We’re here to help
Our products come with an extensive, ever-growing documentation and tutorials list; feel free to have a look around! Still got questions? Get in touch!
Frequently asked questions
Here you can find the most common questions, if you don’t find what are you looking for feel free to contact us!
What is your refund policy?
We offer a full refund, no questions asked, for the first 30 days after purchase.
If I cancel the automatic renewal, will the product still work?
Once you pay for one of our product it is yours, therefore it should still operate (access to the theme features and options) even if you cancel the automated subscription renewal, but you won’t get the updates and support after the license expires.
For how many sites can I use the products?
You can use them on any number of websites owned by you or not. Keep in mind that you will only receive updates, support, and new features just for the websites with an active license.
Where do I find the purchase code for my ThemeForest item?
If you have purchased one of our themes on ThemeForest you can follow this guide to find your product purchase code.
Please note that your support license must be still active in order to be able to ask for support.
How do I contact customer support?
If you have purchased a product on our shop and you need support you have to log in into your dashboard by clicking on the “Member area” button in top right corner, click on the “Support” tab then fill the form.
I’ve purchased one of your products on ThemeForest, how can I ask for support?
If you have purchased a product on ThemeForest and you need support you have to create a new account on our shop by clicking on the “Member area” button in top right corner, then click on the “Support” tab and fill the form.
What’s the difference between WordPress.com and WordPress.org?
The first thing you need to know is that WordPress is an open-source content management system (CMS), which is based on WordPress.org software.
To create a website using WordPress.org, you need to download the software, choose a website hosting provider (and install it on a web server). This is the reason why WordPress.org is commonly mentioned as “the self-hosted WordPress”.
WordPress.com is based on the WordPresss.org but doesn’t require installing the software and self-hosting. You can sign up for WordPress.com right this second and have your website working immediately.
If you want to know more about this topic, be sure to check out the article in which we explained all the differences between the .com and the .org one.
What if I can’t log into my account?
If you are having trouble logging into your account, you should reset your password. You can do it by clicking the button Lost password? in the login page. Once you enter your username or email address, you will receive an email that will contain a link to create a new password. Please check your Spam folder just in case the confirmation email got delivered there instead of your inbox.
If you know your password but you are unable to login, you can try deleting your browser cache and cookies and then logging in again. If this problem persists, please send us an email to firstname.lastname@example.org, and we’ll sort it out as soon as possible. Bear in mind that deleting cookies will log you out of all sites, which means that you will have to enter your username and password if you want to log in again.
How long will I receive the theme and plugins updates?
With the annual subscription, you will receive security updates and replies to your support inquires until the end of the subscription period. After that, you will still access the product features and should continue to work, but you won’t get security updates and support.
For all the products purchased on ThemeForest you can get lifetime updates and 6 or 12 months of support based on what you choose when purchasing.
Can you help me customize my website?
If you don’t want to bother with site customization, we can help. We can give you a hand with theme installation, theme installation, and demo setup; we can help you with plugins installation, or we can customize your theme completely and create a ready-to-use website.
If you need a customization for your project you can contact us via email at email@example.com.
What do you need to do a customization?
All we need from you is the item’s purchase code that tells us that you actually purchased the product either on this site, or on ThemeForest. Note that customizations are not linked in any way to support validity: even if it’s expired, you can still ask us for a customization!
Also, be descriptive of the work you want to be done on your project. The more details you give us, the better we’ll be able to help you.
Any reason why a customization request should be rejected?
As you’ll understand, not all requests are accepted, but we’ll do our best to satisfy everyone. The only eventuality in which we’ll reject a customization is we’re asked to work not on one of our themes.
How do you handle payments for installations and customizations?
We accept payments through Credit Card (managed with Stripe), and the payment has to be upfront, after we’ve agreed on project specs, turnaround times and costs. Should the work take longer than amount of hours we’ve agreed upon, you won’t be subject to any additional cost.
Hey, I want to do a project with you!
That’s awesome! If you’re feeling that the contact form in this page is too limited to detail your project, please know that we’re always available for a Skype chat, so that we can know eachother better.