All of our products include a six-month support period and free lifetime theme updates. Once the six-month support period ends, you have the option to extend support coverage for an additional six or twelve months. If you choose not to extend your support, you will no longer be able to open new tickets or receive technical assistance, but you will still have access to our online knowledge base.

We have an advanced, secure ticket system to handle your requests. Support is limited to questions regarding the theme’s features or problems with the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customizations of your theme, we suggest enlisting the help of a developer.

Before opening a ticket

To expedite your request, we require that you follow these steps before submitting a new support ticket. This benefits everyone and makes the entire process more efficient.

1. Use the latest version: ensure that you are using the most recent version of Uncode, as well as the latest versions of WordPress and WooCommerce (if installed);
2. Disable extra plugins and customizations: temporarily deactivate any additional plugins and possible Child Themes, and remove any extra code customizations. This step helps determine if these elements are contributing to the issue.

Ticket suggestions

To ensure the Support Team has all the necessary information to investigate any issues effectively and to optimize your waiting times, please follow these suggestions when opening a ticket:

• Detailed description: provide a clear and detailed textual description of the issue, including any steps that can be repeated to reproduce the issue.
• Relevant URL: include the link to the specific page within your installation where the issue is occurring, this enables our Support Team to begin investigating immediately.
• Include screenshots: attach screenshots if possible they can greatly enhance our understanding of the issue described in your message.
• Private logins: for a faster resolution, consider adding your installation login credentials to your private profile in advance, this allows our Support Team to access and review your settings directly.

Support guidelines

• Use English: we kindly ask you to use international English when submitting your support tickets. English is the universal language understood by all members of our team and other users. While it's true that we have translation tools available, these can sometimes lead to miscommunication or errors. Writing directly in English ensures your message is immediately clear and accurate. Additionally, this helps improve the quality of support, allowing for faster resolutions and more efficient response times.
• One ticket, one question: Please submit separate tickets for different questions or issues. When multiple questions are combined in a single ticket, response times increase significantly as our agents need to coordinate across teams or specialists. This also makes the conversation difficult to follow once we start responding to different points. By creating individual tickets for each issue, you'll receive faster, more focused support and avoid confusion in the communication thread.
• Avoid offensive language: we are committed to fostering a respectful and supportive environment, we ask that you communicate politely and constructively with our Support Team. Please refrain from using offensive, inflammatory, or provocative language. This includes avoiding swear words, slurs, and other language that could be considered inappropriate or offensive.
• Avoid only video messages: please note that we are unable to accept only video tickets as support requests. To ensure your issue is resolved efficiently, we require all support communications to be submitted in writing. If you believe a screencast would help illustrate the issue, you are welcome to include one along with your written explanation. This approach allows us to better track and manage support requests, ensuring timely and accurate responses.