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How to Get Support

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Each purchased WPResidence license includes 6 months of support from the purchase date.

As a WPResidence client, you have access to detailed documentation, video tutorials, and ticket support for theme features and theme-related questions.

Our support team is available Monday to Friday, 8 AM to 5 PM, Europe timezone. Support is provided through our client support platform at https://care.wpestate.org/. Please have your ThemeForest purchase code ready when registering or when contacting support.

Please note that support covers theme features, theme-related questions, and reported issues with the item as described. Support does not include custom code changes, installation services, or assistance with third-party plugins, services, or hosting configuration.

For full details about what is included in support, please review the ThemeForest support policy here: https://themeforest.net/page/item_support_policy

The screenshot below from the ThemeForest support policy page explains what is included in theme support.

ThemeForest item support policy

Before submitting a ticket

To help us assist you as quickly as possible, please go through the checks below before opening a new ticket.

These steps help us rule out common issues and make sure your ticket includes the details our team needs from the start.

Please check the following before you submit a ticket

  • Make sure you are using the latest version of WPResidence, the latest included plugins, and the latest version of WordPress.
  • Check our documentation first, as the answer may already be explained there.
  • Temporarily disable any extra third-party plugins to confirm the issue is not caused by a plugin conflict.
  • Clear all cache layers, including website cache, browser cache, and CDN cache if you use one.
  • Prepare a clear description of the issue, the page URL where it happens, screenshots if relevant, and exact steps to reproduce it.
Important: Direct ticket support is available for clients with an active support license. If your support period has expired, please renew it through Envato before opening a new ticket.

How to start receiving support

  1. Go to the client support platform: https://care.wpestate.org/
  2. Sign in or create your support account.
  3. Have your ThemeForest purchase code ready for validation.
  4. Open a new ticket from your account.
  5. Include all relevant details in your message so our team can understand and review the issue faster.
Note: If you have trouble accessing the support system, please contact us through our ThemeForest profile page and include your purchase code: https://themeforest.net/user/wpestate

Extending and renewing item support

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The support option available depends on when you purchase support. You can read Envato’s explanation here: https://help.market.envato.com/hc/en-us/articles/207886473-Extending-and-Renewing-Item-Support

  • Support upgrade = 6 extra months of support purchased at the time of buying the item.
  • Support extension = 6 more months of support purchased while your current support is still active.
  • Support renewal = 6 more months of support purchased after your support has expired.

To be eligible to extend or renew support, you must have less than 6 months of support remaining and the author must still be supporting the item. When eligible, you can purchase the support extension or renewal from the Downloads page or the item page in your Envato account.

How do I renew or extend my support?

To extend or renew support for an item, follow these steps:

    • Log in to your Envato account.
    • Hover over your username and click Downloads.
  • Find the item in your downloads list.
  • Click Renew support now or Extend now next to the item.

Why can’t I extend or renew support for an item?

There are two common reasons:

  1. You still have more than 6 months of support remaining for that item.
  2. The author is no longer offering support for that item.