Before asking your support questions there are a few tips we would like to share with you. By following these tips your questions and issues can be resolved in a much quicker time frame. We'd like to thank you for doing business with us and we hope that your time with our support is quick and helpful.
#1 - Search
Before anything else make sure to search the forum and our documentation / tutorials for your problem. We see quite a few of the same topics pop up so it is very likely that your question has already been answered 2 or 3 times.
You can view the documentation, changelog, and all of the shortcodes on the theme's demo site.
#2 - Update your theme
As time goes on we will release updates to our themes which will fix bugs and add new features. Make sure that you are running the latest version of our themes. Also make sure that you update your browser, flash player, and Wordpress (to the current stable release). To be notified of future updates, tutorials and themes then consider subscribing to our RSS and Twitter feeds.
#3 - Plugins
Using plugins can sometimes introduce display issues and/or errors. Make sure to disable your plugins to check if there is a conflict. If your problem does not appear when your plugins are disabled then activate them one by one to see which one is causing the problem.
We do not support third party plugins but we like to help our customers as much as possible. You can go ahead and post your issue and we will check to see if it is an easy fix or not. It would be best to get in contact with the plugin author though and let him know of your problem before proceeding.
#4 - Describing the problem
When you write your post we will need an accurate description of your problem. Sometimes just text alone is not enough to understand what could be going on so it is extremely helpful if you include a link to your page. If your website is not yet live then please consider taking a screenshot of your page and highlight which areas you are having trouble with.
If you have done any customizations then make sure to tell us this.
#5 - Browser compatibility
If your issue is about browser compatibility then be sure to include the following information.
- Your browser name and version.
- Your theme version.
- Specific browser settings such as zoom or compatibility mode (Internet Explorer).
- Whether you have the browser maximized / minimized.
- Your Operating System.
- Any customizations that have been done.
#6 - Customizations
We try and be as helpful as we can to our customers but there will always be some requests that are above and beyond our level of support. If we decide that your request would be considered custom work then it would be best to hire a freelancer to get this taken care of for you. There are lots of various ways you can get in contact with a freelancer. Some good places to look are freelanceswitch.com and jobs.wordpress.net among others.
There may be times where we feel that your request is a particularly good idea and one that would benefit everyone. In these cases we will go ahead and post a fix that can be used for our whole customer base so do not be afraid to post your requests.