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Masterpiece WordPress Themes
WordPress Themes
What's Included in Support?
If you have a question about using the theme or a part of it’s native functionality, our support agents will offer you a direct advice or point out a guide or an article on the question.
Isn’t it great to always have someone helpful ready to assist?
Our themes are easy to install, yet we are always eager to provide a helping hand here.
If you have faced an issue, have a question or are just simply not sure – send us a word and a personal support agent will gladly assist you.
Your theme comes with several bundled plugins and supports a wide range of popular plugins. You can find more info about this on theme’s item page.
We always keep the bundled plugins updated to the latest stable version and ensure their compatibility with the theme. The compatibility for supported plugins is also regularly checked.
Still, if you feel like there is an issue, or simply have a question to ask – our support agent will be glad to look into it!
All themes are updated on a regular basis to ensure their optimal functionality. Still, if you feel like there is an issue, please do not hesitate to contact our team so that we could take a look into it! If an update is needed, it will be created, or we will advise otherwise.
You will receive updates for your purchased themes for free for as long as this theme is available on Themeforest. The newest theme version is always available in the Downloads tab of your Envato account. Besides this, you can update the theme automatically using the Envato Market plugin.
Should you need assistance with a theme update or have a question to ask, please contact our support team here.
Theme documentation is always available online, the link to the theme docs can be found on the item page on themeforest, please see the ONLINE DOCS button under the theme description.
What is Not Included in Support?
There are thousands of different WordPress plugins available and it is impossible for the theme authors to ensure absolutely proper functioning with all the variety of existing plugins. Sometimes plugins work fine just out of the box, but some third party plugins might not be compatible with the theme, and we can only state full compatibility, when a plugin has been tested with our theme and we’re ready to provide you with assistance when problem (concerning it) occurs.
According to the Envato Market Item support policy installation services are not included in the item support. However we do that on a daily basis for our customers, it helps us make sure that our customers get good user experience with the theme. Only in some cases we might not be able to help – when your server settings affect installation or content upload. In this case you will be recommended to contact your hosting provider.
We strongly recommend not to change the theme files as it may cause problems with the theme functioning and we don’t bear responsibility for the customization you provide, in fact customization and code changing are beyond our support policy. Besides we provide support and answer technical questions just in case they concern unmodified theme code.
Issues caused by your web hosting, server environment or software installed on your local machine are beyond our support policy. Please contact your web hosting provider for help or check the documentation for the software you are using.
Optimizing your website performance or search engine optimization is beyond our support policy. The theme has optimized code and structure however in case you need to speed up your website we can recommend you to use the third-party cache plugins and contact your hosting provider to figure out what can be done to make site loading faster.
Author support is not available for themes downloaded on Envato Elements. To get the support, we recommend you take a look at your theme on Envato Market, you will receive 6 months of support when you purchase the theme there.
Common Questions
- Log into your Envato Market account.
- Hover the mouse over your username at the top of the screen.
- Click ‘Downloads’ from the drop-down menu.`
- Click ‘License certificate & purchase code’ (available as PDF or text file).
The error occurs when you try to install the whole archive downloaded from Themeforest and it isn’t the proper way of the theme installation.
There’s a simple “your-theme-name.zip” folder within the main archive that should be uploaded.
You are always welcome to contact the support team and they will be happy to help you with the theme installation and setup.
Theme purchase code is allowed to be used on one single production installation and optionally – one development installation.
Before deleting the test site or reinstalling the theme there is a need to deactivate the license in the License tab so that it can be reused.
Please contact theme support if you need assistance with license deactivation.
Slider Revolution plugin comes bundled with the theme and you can use it for free without activation.
We are the owners of an extended license and have no rights to provide the Slider Revolution purchase code for users but of course we provide you with all necessary updates.
When the new slider update is released, we check its compatibility with the theme and upload the new slider version, so that you can easily update it via the dashboard.
Just click on the ‘Update required’ notice and update the plugin to the latest version.
https://help.market.envato.com/hc/en-us/articles/207886473-Extending-and-Renewing-Item-Support
In order to extend or renew an item’s support offering, you must have less than 6 months of the existing support period remaining and also the author must still be offering support on their item.
To renew the support component on an item, please follow these steps:
– Log in to your Themeforest account
– Hover over your username and click ‘Downloads’ from the drop-down menu.
– The downloads section displays a list of all the items purchased using your account.
– Click on ‘Renew support now!’ or ‘Extend now’ next to the item you wish to renew the item support for and that’s it!
For the Masterpiece WordPress Themes we include the images to the theme content. Please note that some of them might be blurred/watermarked as they should be purchased from their authors, you can find all the links to the images on the Image Credits page that is presented on all our demos. We also welcome you to contact our support team with a presale question to check what images will be included to the theme demo content.
When the plugin comes bundled with the theme you can use it for free without activation. Theme purchase code won’t be accepted in the bundled plugin as it refers to a completely another product.
When the new plugin update is released, we check its compatibility with the theme and upload the new version, so that you can easily update it via the dashboard.
Just click on the ‘Update required’ notice and update the plugin to the latest version.
One theme license can be used for one website/domain only. If you need to use the theme for more than one domain, you need to buy an additional license.
Before deleting the test site or reinstalling the theme there is a need to deactivate the license in the License tab so that it can be reused. Please contact theme support if you need assistance with license deactivation.
Questions concerning refunds are not processed through the support system.
Please look through the following article about the refunds policy and if you consider your case to be the one when a refund should be provided please file a request using the form.