we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.

Okay

Support Rules.

Thank you for purchasing one of our premium themes. So that you get the most out of our support and make your experience better, we’d like to advise you to Please read this carefully before creating a new ticket!.

Read Our documentation first. Before asking questions within the support, please be sure that you have read the file documentation which came packaged with your download. The documentation covers installation, usage, and often answers the vast majority of questions.

What is included: 

  • If after following all instructions in theme documentation you still have trouble installing your theme, we’ll gladly help you and point you in the right direction.
  • Answering questions about the item’s included features and functionality.
  • Fixes for bugs and reported issues with the item. 
  • Contact our support team if you’ve found an obvious bug that prevents you from using the theme as intended.
  • More Details will found in Themeforest

What NOT included:

  • Customization services. Customization when you want advanced changes to your theme’s layout and functionality. HIRE US.
  • If you’re new to WordPress, or simply don’t have enough time, you can always order our theme installation service and we’ll install the theme for you.
  • Help with your particular web hosting/server environment. Issues caused by your web hosting, server environment, or software installed on your local machine. 
  • More Details will found in Themeforest

What to do before submitting a ticket?:

  • Make sure you’ve read the Online Documentation that comes with the purchased WordPress theme/plugin. We’ve put in a lot of effort in having elaborate documentation taking into consideration the most common issues people have, ranging from the installation of the theme to its proper usage.
  • Check out all the video tutorials we’ve provided on ThemeXriver’ YouTube channel. Watching a video is often times the most effective way to learn.
  • When you open a ticket, always provide the related URL address so we can see the problem. Better add a screenshot as well. If you have a problem with the WordPress admin, we need your wp-login as well.
  • We only support our products. If there is a problem with another product like 3rd party (plugin), you have to contact the author of the product.
  • If you change the item’s code, please understand that we can not give support when you run into an issue that’s caused by the code changes. If you don’t have an idea of how to customize the theme, then hire someone expert who can handle any problem.
  • When you are not sure if a feature is included, please ask us over ThemeForest comments before you purchase.
  • If your support has expired, Please extended the support period. Read more about it here.
  • Support time We are usually online around 10 AM-7 PM GMT+6. Saturday - Thursday 10:00 AM - 7 PM. Friday Closed. Please note that while we always strive to answer your questions as soon as humanly possible, sometimes we are not able to do so for whatever reasons and we ask you to be patient during these times.
  • Write in English.

Going public or not?

If your ticket doesn’t contain any sensitive information open a public ticket. That could help other users like you.

Anything else?

Your ratings, comments, and suggestions are valuable to Themexriver’ future work. We would appreciate it if you could take a few minutes of your time to leave a rating for the item you’ve purchased on ThemeForest . All tickets which don’t follow the rules above will be deleted without an answer and your privilege for free support may be amended permanently!