WordPress Support Trial period - Envato Elements has decided to offer support for WordPress items on Elements on a trial basis. To receive WordPress support for an Elements item, customers would need to have an active Elements subscription and must have downloaded the item within the past six months. WordPress support will be made available on an "AS IS" basis and Envato disclaims all liability arising from or in connection with this offering. Please note that support will only be offered for WordPress items during this trial period, and the support that will be offered is listed in the WordPress Support Policy below. Envato can, at its discretion, at any time decide to stop offering support.
Envato Elements WordPress Support
Envato Elements offers support for WordPress themes and plugins for active Element subscription customers. WordPress support will expire after six months from the date of download. An active subscription must be maintained to receive WordPress support.
Below is a detailed overview of our current support scope for WordPress themes and plugins downloaded via your Envato Elements account.
What's Included in Elements WordPress Support
Our experts have extensive experience with WordPress and can answer most general questions regarding WordPress.
Additionally, Elements WordPress Support can help you with the following:
- guidance with navigating WordPress features;
- troubleshooting and diagnosing technical issues with your item;
- assistance with escalating or reporting bugs or issues;
- guidance on where to get help for third-party WordPress items;
- answering technical questions about Envato Elements theme and any required bundled plugins; and
- answering technical questions about Envato Elements plugins.
You can expect us to be available to:
- answer your technical questions about the features and functionality of the Envato Elements WordPress item;
- help you with issues related to using the WordPress item and getting the most value out of its functionality; and
- answer questions about third-party assets or functionality (e.g. required plugins) bundled with the theme, such as how they work and other technical questions.
Bugs or defects in your Elements WordPress Item
If you believe you have found a bug or defect in your Elements WordPress item, please report it to us. Note, a theme may include third-party functionality or plugins from other authors such as image sliders or contact forms. You can expect us to be available to assist with questions about these bundled assets, and to either help you to address particular issues with the third party asset, or direct you to where you can find the solution.
We can offer guidance regarding applying theme and plugin updates or addressing any issues resulting from applying updates.
What's Not Included in Elements WordPress Support
Support for non-WordPress items downloaded via your Elements subscription
Elements WordPress support is offered exclusively for themes and plugins you download via your Elements subscription and does not include support for any non-WordPress items you download.
Support for non-Elements WordPress Items
While we can provide you with general advice, support for any theme or plugin purchased outside of your Elements subscription should be directed to the relevant Theme or Plugin Author. If you're unsure about where to direct your request, feel free to ask us first!
Support relating to web hosting and site maintenance
We do not offer support for issues related to your site host, server, domain or email provider.
Customization of Plugins or Theme Functionality
Our support does not include development services to modify or extend the item beyond its original features, style, and functionality described on the item page.
Analytics, SEO or Page Speed Optimization
We are happy to offer links and resources to where you can learn more about setting up Google services or optimizing your site for search engines and speed, but we are unable to troubleshoot or set up these services for you.
Contacting Envato Elements WordPress Support
For any WordPress item downloaded via your Elements subscription, please direct your issues and questions to us via our WordPress support form.
All support is handled via our ticket-to-email system by a worldwide distributed team of WordPress experts. Where possible, we aim to respond to your query within 24 hours. We do not offer phone support at this time.