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Support

In order to get the most out of our support forum and improve user experience, we recommend you to read through our support policy.

Why We Provide Support?

Support is not compulsory for Envato authors, but we’re providing it for FREE as a gesture of goodwill so you can get the most out of our premium products.

What We Support?

Support covers: setup, using features and general bugs/issues within our themes/plugins. If you require help with something out of this scope, such as on how to use default WordPress functionalities, then we’d likely redirect you to external articles or corresponding support forums instead.

We illustrate it as below; We support questions about:

  • Theme setup and getting started
  • Theme options
  • Bugs/issues within our themes/plugins

Also we are open to hear about your suggestions and feature requests. We make a list of users’ suggestions and select popular and good items, plus features we detect as necessary, for adding to future versions.

Customizations and 3rd Party Plugins

Support does not cover customizations, site optimization and 3rd party plugins unless explicitly stated in the item description or documentation.

We should point out specially some items which are not in our support scope:

  • Site optimization
  • Third-party plugins problem
  • Custom codes problem or any other customizations out of theme options
  • SEO inspect; We always work on theme SEO but we don’t provide support for investigating users SEO stuff individually
  • Host server configuration and problem
  • SSL implementation

Before posting a ticket:

Please make sure your WordPress, the theme and all the plugins are up to date.
Please check out the Newsy Theme documentation
Please create a separate ticket for each issue, bug or feature request.This allows us to respond in a timely and organized manner

Provide as many details as possible, especially:

  • The URL of the site in question
  • The browser, browser version, device and OS on which the issue occurs
  • Screenshots of the issue ( we recommend using https://snag.gy/)

Please do not post two tickets on the same issue.
Please write in English.
If you're satisfied with our product and support, please consider giving us a review on Envato. It means a lot to us!

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