Envato Hosted offers support for your Hosted account, webspace and WordPress install. Additionally, if you purchase a Hosted Theme Package we also offer support for your selected Hosted theme for the duration of your subscription.
How to Get Help
Many Hosted requests can be resolved by searching for an answer on our Help Center here. If you have the green Support button inside your WordPress admin, you may ask it anything for a solution.
Below is a detailed overview of our current support scope, including Hosted Theme Support for those customers who have purchased a Hosted Theme Package:
Issues related to your Envato Hosted account, server, domain or subscription are handled by our hosting specialists. As part of your Envato Hosted account we take care of:
- Daily backups
- Security and malware monitoring of your site
- WordPress Updates
- 24/7 monitoring of uptime
Additionally, Hosted Support can help you with issues related to the following:
- FTP access
- Failed WordPress updates
- Domain registration, setup and pointing. Please also see How to Point Domain Servers or Change DNS settings
- SSL / secure urls. See How Do I Setup SSL or https For My Site?
- "white screen of death" errors preventing you from accessing WordPress
- Site outages
We do not offer email service subscriptions. We are however able to continue existing email services using Mail Exchanger (MX) records while domain names are pointed to our servers. To point your domain to us through your DNS provider including a connection to your email service provider, see How to Setup Email for Your Domain
Contacting Hosted Support
If you have purchased a Standalone Hosting plan, item support for your WordPress theme is delivered by the theme author, as per our Envato Item Support Policy.
Customers who have purchased a Hosted Theme Package can request support for their selected theme from our Theme Support team, as per the following:
Hosted Theme Support
Our WordPress experts have extensive experience with WordPress and can answer most general questions regarding WordPress.
Additionally, Hosted Theme Support can help you with the following:
- Theme Installation & Setup of Envato Hosted themes
- Installation of bundled/required plugins for your Hosted theme
- Installation of demo content included with your Hosted theme package
- Guidance with using Theme Options, Theme Builders or navigating WordPress features
- Troubleshooting and diagnosing technical issues with your site
- Assistance with escalating or reporting theme-related bugs or issues
- Basic site customization for eligible customers. See our Custom Setup Service for more details.
- Guidance on where to get help for third-party plugins or features
- Answering technical questions about the theme (and any bundled plugins)
You can expect us to be available to:
- Answer your specific questions about the features and functionality of the theme
- Provide some guidance on the way the theme is designed
- Help you with issues related to using the theme and getting the most value out of its functionality
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the theme, such as how they work and other technical questions
Bugs or defects in your Hosted Theme or Bundled Plugins
If you believe you have found a bug or defect in your Hosted theme, please report it to us.
A theme may include third party functionality or themes from other authors such as image sliders or contact forms. You can expect us to be available to assist with questions about these bundled assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution.
In the instance that there is something wrong with the theme and you are expecting an update, depending on the type of update, it can take several days/weeks to properly fix, test, review and release. We will do what we can to provide you with a workaround, or may offer an alternative.
We are happy to assist you with applying theme updates or addressing any issues resulting from applying updates on your own. Please always backup your content prior to applying updates.
Bundled plugins in some themes, such as Revolution Slider, LayerSlider and Visual Composer, are updated as part of your theme update and will give you an error if you attempt to update them separately. This is normal. Please see How Do I Activate Bundled Plugins? for details.
What's Not Included in Hosted Theme Support
Item support for non-Hosted themes:
We will do our best to answer general questions about themes you purchase separately and install on your Hosted account. However, support regarding bug fixing, customization or bundled plugins should be directed to the Theme Author for item support on any theme purchased outside of our Hosted Theme Package offering. If you're unsure, feel free to ask us first!
Customization of Plugins or Theme Functionality
Theme support does not include development services to modify or extend the theme beyond the original features, style and functionality described on the theme page. For customization services that will help you tailor the theme to your specific requirements, we recommend contacting the author of the theme to see if they privately offer paid customization services, or check out the great service providers on Envato Studio.
Where applicable, we can offer assistance with visual customization of the theme through available options, demos and builders. See our Custom Setup Service for details.
Third-Party Plugin Support
We provide limited support on requests regarding third-party plugins and themes not offered on Hosted. We may help identify issues that occur server-side, analyze logs and other errors that could be helpful in addressing them. We will also work directly with plugin and theme developers for products sold on Envato Market to identify and resolve issues that may be caused by a conflict of their plugin with how our infrastructure works. However, issues with functionality, bugs, and conflicts with WordPress, plugins obtained from the WordPress repository or a site outside of Envato Market or your custom code are outside of our scope of support.
The WordPress.org forum is the proper channel to request support for free plugins and themes. We also recommend contacting the authors of premium plugins you purchase through CodeCanyon using the Support tab on the plugin page if you have issues or pre-sale questions about those plugins.
Analytics, SEO or Page Speed Optimization
We are happy to offer links and resources to where you can learn more about setting up Google services or optimizing your site for search engines and speed, but we are unable to troubleshoot or set up these services for you.
If you are experiencing extremely slow load times on your site or WordPress admin, please read through How to Optimize Your WordPress Site Speed to cover any bases with your site setup before contacting us to report slow performance.
Excellent advice for SEO can be found on the WordPress SEO homepage.
Contacting Hosted Theme Support
For any theme installed as part of a Hosted Theme Package, please direct your theme-related issues and questions to us. We will involve the author on your behalf if necessary; please note you may not be able to register your purchase on theme author forums or websites.
You may contact us from anywhere you see the green Support button in your WordPress install (only you can see it), or via Get Help below. Additionally you may sign in to this site at the top right, and open a new request.
All support is handled via our ticket-to-email system by a worldwide distributed team of experts to ensure clarity, accuracy, prioritization and visibility to our whole team so you receive the best support possible. For this reason, we do not offer phone support at this time.