Envato clarifies their support policy here http://themeforest.net/page/item_support_policy

We have a talented and skilled support team that is more than happy to handle your requests. Support is limited to questions regarding the theme’s features or problems with the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customizations of your theme, we suggest enlisting the help of a developer, or check the articles we have regarding how to customize your themes.

How To Start Receiving Support

Step 1 – Click Here To Create An Account, you will need your ThemeForest Purchase Code which can only be received after buying the theme from Themeforest.net. You will need to register your ThemeForest purchase in your Account Dashboard.

Step 2 – Once you are signed up, you need to sign into our support center with your new account.

Step 3 – Follow these steps to get better support.

Step 4 – To create a new ticket, visit this page

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From the themes catalogue

This method can be used for any theme, no matter if it is active or inactive, or if it is ours or from other vendors.

1. On your WordPress Dashboard, go to Appearance → Themes.
2. Find the desired theme (you can browse through the pages, or search for it), hover over it, and click the Theme Details button.
3. At the right, next to theme name, you will find the version of the theme.

From the style.css file

This method can also be used for any theme.

1. Connect to your server using FTP (or the method of your choice) and find the folder of your theme (for example, if you want to obtain the version of Flatbase, it should be the wp-content/themes/flatbase folder).
2. Download and open the style.css file, which is located in the root folder of the theme.
3. At the top, in the file header, you will find a line stating the version of the theme.

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That will give you a txt file. Open it with your favourite text editor (Notepad, TextEdit, Gedit, etc.), and find your purchase code there:

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All you have to do is sign up to our website and enter your Envato/ThemeForest code in this page. Your purchase will be automatically validated, and you will be given your license key right the way.

Note that, since ThemeForest will give you a purchase code for each theme you buy, you will need to validate all of them this way to obtain a different license key for each one.

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When to contact support

First of all, it’s important to say that we can only address support issues about our products. That means we can’t help you with customizations that go beyond the options inside our themes, or with questions about WordPress, or about third-party products. Please, read this article for a more detailed explanation about the scope of our support.

Some things you can try by yourself

• Ensure both WordPress and your theme are up to date. If you don’t know how, you can read about updating WordPress, finding your theme version, and updating your theme.
• Try deactivating all plugins. If this resolves the issue, please reactivate them one by one, until you find the offending plugin. If this is the case, you should contact the plugin developer.
• Remove all theme customizations you may have made. If this resolves the issue, add them again one by one, until you find the offending customization.
• Compare with our online demo. If the issue is also there, it’s probably a bug. We want to know about it!

How to contact support

We are available via our support forums on business days, on standard business hours.

• Log into your NiceThemes.com account, and go to the support forums.
• Search before you post. If someone already had a similar issue, you might find useful information in no time.
• If you still need to open a ticket, first take a few minutes learning how to describe your issue. Then, find the forum of your product, and open it there.
• We’ll analyze your issue and respond with a suggested solution as soon as possible.

We don’t offer support via phone, email, social media or theme repositories. If you contact us that way, we will kindly ask you to open a ticket in our forums. This way both the problem and the solution to be publicly available there, and other users having similar issues may be able to find them in the future.

How to describe your issue

• Post in the forum of your product. That makes things easier for users browsing for help.
• Ask a single question. It’s easier to help you if we keep focused in one issue at a time. If you have multiple issues, you can open as many tickets as you need.
• Be precise. We need to understand your problem before making an attempt of a solution. The more clear and concise your question is, the better and faster we can help. Explain all the relevant facts with as much details as you can, there’s no such thing as an obvious statement here.
• Provide links to your site. It’s always better if we can see the issue. Note that you should never publicly include usernames and passwords in your support tickets, because the forums are public, and anyone on the Internet can see your ticket. We provide you with special, private fields for that information when submitting a ticket. We won’t be responsible if you get hacked.
• Provide screenshots. You know the saying, an image is worth a thousand words. Add as many screenshots as you want, they are always helpful. You can use online services like Postimage.
• Provide any custom code you may be using. It may be interfering with the expected behaviour of the theme. You can use online services like Pastebin.
• Be polite. We’re only trying to help. Rushing us will not get you an answer sooner, and mistreating us will not get you an answer at all.

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Although we’re happy and we’ll do our best to help you with theme-specific issues, we can’t help with customizations that go beyond the options we offer inside our themes. That’s why we wrote this article, which intends to provide information about how you can tell and understand the differences between a support issue and a customization request.

Theme Support

Support issues are related to the functionality of your theme. If the theme does not work as expected from how we advertise it, that’s a support issue, and we will give you support for it.

So how can you recognize a support issue when you see it? The following tips can help you with that:

• Does your theme look broken? Do you see any PHP warning or error messages, but the theme still works somehow? If you’ve already deactivated all your plugins and keep seeing those messages, then feel free to create a new support ticket.
• Does your theme not look as expected? Have you followed all the steps we provided to you in order to set up the theme, including our install videos and help documents? If you did all of that, then you may have a support issue and should contact us.
• You can’t use the theme at all? Have you deactivated all of your plugins and it still doesn’t work? Please contact us right away.

Theme Customization

Theme customization doesn’t have to do with theme issues, since it’s not related to the the actual functionality of a theme. Instead, it’s about modifications you may want to perform on how the theme works or how it looks beyond the scope of the styles and functionality that it offers.

• If you need to change how an element looks or works outside of the settings in Theme Options, then you have a customization issue.
• If you need to add a new element or remove an existent one, and there’s not a setting to do it in Theme Options, that’s another customization issue.

Unfortunately, we can’t help with this kind of issues in our support forums, and neither we offer paid theme customization services.

Third Party Plugins

Sometimes we recommend some third party plugins to be installed to improve what you can get from the theme, and we guarantee that the theme will work and look as expected with those plugins. However, we can’t guarantee the same for all the plugins in the WordPress universe.

Themes and plugins that follow WordPress’ best-practices should work seamlessly with each other, but sometimes a poorly coded plugin ends up being installed and making a theme look broken. We work hard to make our themes compatible with all major plugins, but since they’re being updated constantly, we don’t have a way to guarantee a 100% compatibility for all of them all the time.

That’s why we don’t consider plugin compatibility problems to be support issues. However, we will really appreciate if you notify us about this kind of troubles in case you find any, so we can take them into account for improvements in future versions of our products.

General Questions About WordPress

We’ve all been there, being newbies at working with WordPress and websites in general. We struggled lots of times and for long hours trying to solve problems and looking for answers to our questions all over the internet.

Sadly, we can’t answer general questions about WordPress in our support forums, since they are meant for questions about our products only. There’s a lot of other websites, forums and resources dedicated to general issues where you can find a lot of answers to practically any question you have. Some great examples are the official WordPress Support Forums, StackOverflow and WordPress Developers.

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