Support Policy

Bugs & Errors

Problem-solving chance: 99%

Found a bug in one of our products? Please provide us with steps to replicate the issue. We will do our best to ensure that it never happens again with you or other customers.


Problem-solving chance: 90%

Lacking understanding of how the settings work? Our lovely support is willing to help you with tips tricks about settings.


Problem-solving chance: 60%

The product customization services are not included in the item support but we always welcome requests for useful new features and are considering adding them in future updates. You can also order the required function as a custom service according to our rate.

3rd Party Code

Problem-solving chance: 50%

Our products tested to work flawlessly on a clean WordPress installation. If they don’t work with 3rd party code, we can help you to locate the issue, but we can’t guarantee to fix the problem.

JavaScript Conflicts

Problem-solving chance: 40%

JavaScript code will not work on a website with errors. We can’t guarantee to fix the problem if there are JS errors on your website caused by 3rd party code.

Old Versions

Problem-solving chance: 30%

We will try to solve the problem if you are using an old version of the product or an old version of WordPress, but there’s not much we can do if you don’t update to the latest versions.

Old Browsers Support

Problem-solving chance: 20%

Our products support 5 latest updates for each major browser: Chrome, Safari, Firefox, Edge, Opera.

Expired Support Period

Problem-solving chance: 10%

Support is available to customers with an active support subscription period. If your subscription has expired and you need support, you must renew your subscription first.


Problem-solving chance: 5%

There is little we can do to solve the problem if your website is on the localhost. In this case, please upload your website to a live server before opening a ticket.

Server & Hosting

Problem-solving chance: 1%

Unfortunately, there is nothing we can do to help you. You will have to sort it out with your hosting provider.

Read the full text of the support policy and if you have questions. Please note the item support is not included for products from Elements.