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How to Get Support

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WPResidence support works through tickets on care.wpestate.org. This article explains when we answer, what support covers, and how to open a ticket.

When we answer

Office hours Monday to Friday, 8 AM to 5 PM, Europe time zone
Reply time Within 1 business day of receiving your ticket, at most
Weekends and holidays Tickets are answered on the next business day

Our team works through tickets in the order they arrive, during office hours. A wait of a few hours is normal, and a ticket sent late in the day may be answered the next business day.

To get your issue solved in fewer replies, put everything in the first message: the page link, what you expect to see, what you see instead, and a screenshot. When you test a fix we send, tell us exactly what happened.

What support covers

Included Not included
How to use theme features and settings Custom code or changes to how the theme works
Questions about the theme and its included plugins Installation and setup services
Bugs in the theme Third-party plugins and hosting problems

Before you open a ticket

  1. Update to the latest WPResidence and WordPress. See How to update the theme.
  2. Search this help site. Many answers are already here.
  3. Clear all cache (cache plugin, server and browser).
  4. Turn off third-party plugins for a moment to rule out a conflict.

How to open a ticket

  1. Sign in at care.wpestate.org. If you bought on wpresidence.net, your account is already created for you. If you bought on ThemeForest, create an account there.
  2. ThemeForest buyers: have your purchase code ready. See How to get your buyer license code.
  3. Open a new ticket with the details above.

Support period and renewal

Support is included for a set period from the purchase date. You need active support to open a ticket. Your license never expires, so your site keeps working after support ends.

Where you bought How to get support again
ThemeForest Extend or renew support from your Envato Downloads page. See the Envato item support policy.
wpresidence.net Support comes with your subscription and continues while it is active. See pricing.