To help speed along your request, we require that you follow the steps below before posting a ticket in the Help Desk

.

Step 1 – First, please take a moment to read the Basic Troubleshooting Guide - nearly 80 % of all tickets opened are due to the issues described in this guide


Step 2 -  Please take a moment to search the help guides in your theme section, as the answer to your question is likely already in here.  You can :


  • Use the search field at the top,
  • You can press CTRL+F in your browser and then search the entire page for keywords,
  • Browse the topics in the navigation menu. 


It's the fastest way to get the answer you need!

 

Step 3 – If your question or issue has not been brought up, then please open a ticket with the following information:


  • Your live site URL that shows the issue
  • Your WordPress login credentials
  • Did you install or update the theme? Using FTP or from the WordPress admin panel?
  • Error logs - if you don't know how to get them - check out this guide -  Error logs - how to find them
  • Specific browser or device involved if applicable
  • Detailed information describing the issue
  • Possible screenshots of the issue


Please note that in most case the support staff cannot do much without this information. So to avoid unnecessary delays please provide the information above. 


Step 4 – Lets All Be Civil and Happy People.



Posting a ticket in the Help Desk

In order to post a ticket in the Help Desk, the support team need to verify that you are our customer. Please provide the Item Purchase Code if you have installed the theme on a localhost. If the theme is installed on a Public Server you will need to enter the purchase code in the admin panel - general settings - the tab "purchase" and only provide the url of your installation.

To obtain the Item Purchase Code login to your ThemeForest account that was used to purchase the theme with. Click on your "Downloads" section and then click on "License certificate and purchase code". This will prompt you to either open or save a text file containing your purchase license information. Look for "Item Purchase Code:".






Support Channels

VamTam provides theme related support via our Help Desk, knowledge-base & video tutorials.



Why not a Support Forum?

Simply put, so we can offer you superior support.

A forum works only when you have a large enough active community - thousands of people willing to participate on a daily basis. The smaller the community, the more likely you are to wait for a long time before someone answers your question. Unfortunately even the top authors in Themeforest have only a few hundreds active users on a daily basis and this is not enough to make the forum works



Why not the Themeforest Comment Board?

1.The access to the Themeforest account is restricted only to the account holder and the support team cannot get involved.

2.It is difficult to track the communication.

3.You can't send sensitive information - ftp/admin credentials.



Support Hours

Our general support hours are Monday to Friday, 0 - 24h. During this time, we can generally provide feedback on any support queries within 6 - 16 hours, whilst we will also commit to answer any queries during weekends and holidays within 24-36 hours.



Extent of our Support

All of our items come with free support, and we have a dedicated support team to handle your requests. 

We only cover support for our themes, and cannot give general WordPress support that isn't related to our themes. For general WordPress support you will have to use www.WordPress.org/support

We are not able to provide support for code customizations or third-party plugins. We understand that there is a fine line between what is considered support & modifications. So whilst we will try to help you with any type of query (support or modification), we cannot provide extensive help in terms of modifications. Technical support will thus take priority over modification support.



Definition of Modification Support

If you are requesting modification help, which only requires us to publish a couple lines of code, we will be glad to assist you. If however your query requires more than that amount of code to be published, we can only provide guidance and you would then need to hire a developer if you don't have the skills to implement it yourself.



Bug Fixing

It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. During our general support hours, we can fix bugs within 24 - 48 hours.