How to get support
Summary: Maximize your theme support experience with our comprehensive guide. Learn about complimentary support, how to extend it, and the most efficient ways to report issues. Use our expert tips for effective communication to make the most out of your theme.
When you purchase a Keystone Theme from ThemeForest, you receive:
- ✅ 6 months of complimentary support
- 🔁 Lifetime theme updates — free of charge
After the initial support period, you can extend coverage for an additional 6 or 12 months at a small cost via your ThemeForest account.
🔔 Note: Even if you choose not to extend support, you’ll still:
- Receive lifetime theme updates
- Be able to report bugs via item comments or email
- Access full online documentation anytime
📜 Important: Our support services follow the Envato Support Policy.
🧩 Before You Submit a Ticket
To ensure a faster resolution and help our team assist you efficiently, please complete the following checks before opening a ticket:
- ✅ Update the theme to the latest version
- 🔄 Ensure all bundled/core plugins are updated
- 📓 Review the theme’s release notes
- 📘 Check our documentation for existing solutions
- 🧹 Disable third-party plugins to rule out conflicts
- 🌱 Switch to the main theme (if using a child theme)
- 🧼 Clear all caches – browser, server, and WordPress
If the issue persists, go ahead and submit a support ticket via our support portal.
✍️ How to Request Support
When creating a ticket, please include:
- 🔗 The URL where the issue occurs
- 🧾 A clear and concise description of the issue
- 🎯 What you expected to happen vs what actually happened
- 🔁 Steps to reproduce the issue
- 🖥️ Your environment details (e.g., browser, OS, cache plugins)
Providing all the above helps our support team deliver faster and more accurate assistance.
🔄 Extending & Renewing Support
You’re eligible to extend or renew your support period if:
- You have less than 6 months of support remaining, or
- Your current support has already expired
📉 Pro Tip: It’s cheaper to extend while your support is still active than renewing it after it expires.
Learn more here: Extending and Renewing Item Support – Envato
