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Support Policy for Envato Market Items

Thanks a lot for purchasing our products!! Please take a few moments to familiarize yourself with the following terms and conditions regarding the support we offer and Envato's Support Rules about what's included and what's not in support:

  • Please be aware that, due to Envato's Support Rules, we can't help with customizations (framework or plugin integrations, bugs derived from third party plugins, code changes, etc), installations or hosting / server related issues as these things are not included in support. Basic knowledge of HTML, CSS, JavaScript and WordPress is required. Lessons are beyond the support scope.

  • The team provides support from Monday to Friday, from 9AM to 6PM (UTC-3). We always try to reply as fast as possible, but keep in mind that the response time can be up to 2 business days. The team does not provide support on weekends and public holidays.

  • Before you create a ticket, please make sure to check out the item’s documentation, articles and other tickets to see if your answer is already there, as many times your questions may already be answered.

  • Make sure to always have the latest version of the item installed before opening a ticket to avoid reporting issues that may already be fixed, as updates introduce bug and security fixes as well as new features.

  • Please create one ticket per report with a title that clearly describes the issue, this will help both you and the support team better keep track of reported issues and their status.

  • When opening a ticket, please add a detailed description of the question, feedback, suggestion, or issue you are having. Add screenshots if necessary to clarify what you want to describe.

  • Please provide your site URL and WordPress admin account information in a private ticket. We need this on almost all cases to either check the live site or take a look to the backend to see what may be causing the issue . If you send them at the beginning, your ticket will be resolved faster as we don't need to reply to ask for these information.

  • Tickets that have been inactive for 5 or more days will be automatically closed.