Providing support is very important to us, but there are some rules you need to follow. Please read this carefully before you open a new ticket.
How to reach us
- Open a ticket from the Support tab in your ProteusThemes account by clicking Open a new ticket. See How to open a new support request.
- Or email us at [email protected].
Before you open a ticket
- Ask our AI-powered Live Chat. Our AI-powered Live Chat, at the bottom right of this page, answers questions based on what’s on our site already. It doesn’t get everything right, but it can help. We also monitor these chat sessions when we can.
- Read the documentation first. Many general questions are answered in your theme’s documentation and our help articles.
- Provide a URL. When you open a ticket, always give us the URL of a site or page with the problem, so we can see it ourselves. If you do not have an online example, we cannot give support.
- Never send us your own password. If the problem is in the WordPress admin pages, create a temporary administrator account for us, add its login details in the WordPress admin access field of the ticket form, and delete the account when we’re done. If you send a site report with your ticket, you often don’t need to give us admin access at all.
- We support only our products. If there is a problem with another product, like a plugin, you have to contact the author of that product.
- Ask us if a feature is included. If you are not sure if a feature is included, ask us before you buy the theme (you can use the live chat at the bottom right of this page), or try the theme for free before you buy.
Support period
You need an active support period to open a ticket.
- A single theme purchase includes 6 months of premium support from the date of purchase. To get 6 more months for $30, click Extend Support (or Renew Support, once it has expired) next to the theme in My Themes in your account.
- If you bought the theme on ThemeForest, extend support on ThemeForest, then click Re-check expiration next to the theme in My Themes.
- ProteusClub members get support for all themes while their membership is active. A ProteusClub Lifetime membership doesn’t expire.
When support ends, your theme keeps working and you still receive theme updates. See How do I know if my support is still active or has expired?
Covered by support
- Installation assistance: We guide you through installing your theme, so it’s set up correctly on your WordPress website.
- Theme functionality: Do you have questions about how to use specific features of our themes? We’re happy to walk you through them to help you get the layout and functionality you want.
- Bug fixes: Have you found a bug or technical issue in your theme? Our support team will look into it and fix it.
- General guidance: We offer advice on theme customization, best practices for website optimization and general WordPress questions.
- Compatibility questions: Are you wondering if our themes work with certain plugins or WordPress versions? Ask us and we’ll tell you what you need to know.
- License issues: If you would like to transfer or retrieve a license key, reach out to us.
Not covered by support
- Customization requests: We offer guidance on theme customization, but extensive custom development is outside the scope of our support.
- Third-party plugins: Support for third-party plugins or their integration with our themes is not included. We can still give general advice on choosing plugins and on compatibility.
- Server configuration: Help with server setup, hosting configuration or other issues with your web hosting service is not covered.
- Training and tutorials: We’re happy to give guidance on using the theme, but full training sessions or tutorials are not included. Our documentation and help articles can help you learn.
- Website content creation: Our support covers the theme and technical questions. Content creation, SEO strategy and marketing advice are not included.
