My goal is to respond to all support inquiries within 24 hours but please keep in mind that responses may be slower on the weekends. Also my time zone is GMT +2 (Israel) so delays can occur if I receive a support email overnight.
How to ensure a timely and helpful response from me:
- Try to explain your problem in detail. This isn’t always easy if English isn’t your first language but do your best to be as descriptive as possible when requesting support.
- Provide a URL to your installation.
- If you don’t have a URL yet, provide a screenshot instead.
- Report the browser you’re observing the problem in (ex. IE8, Firefox, etc.)
- List any additional plugins you’re using besides what was included with the file.
Tips on how to resolve your issue:
- Read the documentation that was provided with the file, even if you’re an experienced user. There are often essential instructions contained in these documents.
- Read the forum threads or search the forums. If you’re having a problem, chances are another buyer has been in the same position. There may already be an answer to your question.
- Ensure you have the technical skills required to utilize the file effectively. Generally all files purchased from the Envato Marketplace will require at least some prior knowledge to use correctly. If you’re not sure, try searching Google for a how-to. If you still cannot get the file to work as desired, you can wait for a response from me.
Support Forum Rules
- The first and most important rule is to please be respectful, nice, courteous, etc. to myself and other forum members. That means no foul language too.
- All support inquiries must go through the support forum. Tweets, emails, or item comments that include support questions will be referred back to the forum.
- Do not make duplicate threads on the same topic. One is enough.
- Do not create forum titles in all capital letters.
