ThemeREX Support Center
Support Policy
What’s Included
Assistance With Theme Installation
If after following all instructions in theme documentation you still have troubles installing your theme, we’ll gladly help you and point you in the right direction.
Modifications Covered by Theme Functionality
Minor tweaks or changes that can be done without modifying theme source files or implementing new features.
Theme Compatibility With Included Plugins
We guarantee that your theme works as intended with any plugin bundled with or recommended by the theme. In case any issue occurs, it will be fixed in a timely manner.
Assistance With Reported Theme Bugs
Contact our support team if you’ve found an obvious bug that prevents you from using the theme as intended.
Providing Information about Recommended Server Configuration
The list of theme requirements is available in the theme documentation. Our Tech Support Team can always point you to the server configuration changes that will solve the issue you faced.
General Guidelines on Website Speed Optimization
Website loading time depends on many factors like server response time, image optimization, caching etc. Our Tech Support Team can check your website and point you to the steps on improving your website performance.
Technical Support via Ticket System
Regular theme updates
Regular major and minor updates to ensure the theme functions as described and remains protected against major security vulnerabilities.
What’s Not Included
Complete Theme Installation From Start to Finish
If you’re new to WordPress, or simply don’t have enough time, you can always order our theme installation service and we’ll install the theme for you.
Customization Not Covered by Theme Functionality
This includes extending or modifying your theme beyond its advertised features. For any development work, you can always refer to our custom studio.
Support for 3rd Party Plugins
We do not guarantee full compatibility of your theme with 3rd party plugins. Making a theme compliant with the plugin may require additional customization which is not included in support service.
Help With Additional Scripts or Custom Code Added to the Theme
Custom code and scripts you add on the website may conflict with the theme. Resulting issues are not covered by our Support Policy. For any development work, you can always refer to our custom studio.
Server Environment Setup
Issues caused by your web hosting, server environment or software installed on your local machine go beyond our standard support service. Please contact your web hosting provider or consult the documentation for the software that you’re using to get the necessary assistance.
Website Speed Optimization and SEO
Live Support and remote consultation
Backup and Update Services
Creating website backups or applying updates directly on the customer’s server. You can always contact our Custom Studio to order these services.
Common Questions
Online Documentation
That’s the go-to place for theme-specific information and solutions to possible issues. The documentation can be found on the theme’s page or in the downloadable theme archive.
Knowledge Base
Video Tutorials
Open a Support Ticket
Each of our themes comes with 6 months of premium support, which can be extended at any time. Support time schedule is Monday – Friday: 10.00 – 19.00 CET. We answer all questions within 12-24 hours, however in some cases a slight delay may occur due to our team analyzing and fixing the issue. If you have a pre-purchase question, please select “Presale questions” category.
Please note! In order to submit a support ticket, you will need a purchase code. It can be found in the Downloads section of your ThemeForest account.
FAQs
1. How do I open a support ticket for my ThemeREX theme?
You can open a support ticket by logging into our Support Center with your Envato purchase code. We have an AI assistant that can reply to your questions ASAP, and our dedicated technical team monitors tickets Monday through Friday to assist with theme installation, bug reports, and core feature functionality.
2. Can I get a free quote for custom web development work?
Yes, ThemeREX offers a "Free Quote" service for any custom modifications or unique site-building requirements. Simply visit our Custom Studio section and provide your project details; our experts will review your request and provide a professional estimate within 24–48 hours.
3. What is the difference between standard support and the Premium Support Subscription?
While standard support covers bug fixes, Premium Support provides priority response times and advanced technical assistance. Our subscription service is ideal for agencies and power users who need faster turnaround times and extended help with complex configurations, including custom code.
4. What does the ThemeREX Custom Studio offer?
The ThemeREX Custom Studio provides professional "done-for-you" services, including theme installation, speed optimization, and bespoke design changes. This is the perfect solution if you want a turnkey website without handling the technical setup yourself.
5. Can I ask questions before I buy a theme (Presale Questions)?
Absolutely; we encourage users to submit presale questions via our contact form or the "Comments" section on ThemeForest. Our team will help you verify if a specific theme meets your project’s requirements and compatibility needs before you make a purchase.
6. What is the official ThemeREX Support Policy?
Our Support Policy covers theme-related bugs and features included in the original demo, but excludes third-party plugin conflicts that we did not test and extensive custom coding. We adhere to the standard Envato Support Policy to ensure a fair and professional experience for all customers.
7. How long does it take to get a response from the support team?
When you communicate with our AI bot, the average response time is about one minute. When you contact our support manager, tickets receive a response within 24 business hours. Users with a Premium Support Subscription receive priority status in our queue for even faster resolutions.
8. Do you provide support for third-party WordPress plugins?
We provide support for plugins bundled with our themes (like TRX Addons), but we cannot offer technical help for independent third-party plugins. For issues regarding external plugins, we recommend contacting the specific plugin developer directly or our Custom Studio team.
9. Can ThemeREX help me migrate my website to a new host?
Yes, website migration is one of the professional services offered through our Custom Studio. Our team can safely move your entire WordPress site, including databases and files, to a new hosting environment with minimal or zero downtime.
10. Where can I find the documentation for my theme?
Comprehensive online documentation is available for every theme via our Support Portal. Each manual includes step-by-step instructions for installation, demo data import, and detailed explanations of all theme-specific settings.
