To help speed along with your request, we require that you follow the steps below before posting a ticket on 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, as the answer to your question is likely already 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?
  • Server Error Logs - If you don't know how to get them - check out this guide -  Error logs - how to find them - this is necessary only if you report a bug or an issue, not a general "How to" question.
  • A specific browser or device involved, if applicable - Operating System version( Windows 8.1, Maverick, etc.), the model of the device (Ipad 3, Samsung Galaxy, etc.), browser version (Safari, Chrome, Firefox ), etc. And screen resolution 1600/800 1440/900 etc.
  • Detailed information describing the issue
  • Possible screenshots of the issue

Also, please deactivate all the plugins that don't come with the theme. This will allow us to rule out any third-party plugins conflict. We don't deactivate the plugins on a client's site because sometimes this may cause unforeseen issues.


Posting a ticket in the Help Desk

Before contacting us, please enter your Envato purchase code in the Theme Options panel - general settings - the tab "purchase". We need this information for verification and testing purposes. Please also provide the URL of your installation.

If you have difficulties finding the purchase data, check out the Envato Purchase data guide.

If you have installed the theme on localhost, please provide the Item Purchase Code in addition to entering the purchase code in the Vamtam settings panel.


Our Support Policy is in line with the Envato Marketplace - Item Support Policy | ThemeForest 

Support Channels

We provide support via an email-based ticketing system. 

Support Hours

We do our best to monitor the tickets around the clock, however, this is not always possible due to different timezones. We have a support team of 5+ who reply to tickets throughout the day. Reply times can vary from time to time and be up to 24 hours Monday – Friday and up to 48 hours on weekends, Saturday – Sunday, but is usually faster than that. 

The extent of our support

Thanks for purchasing a VamTam theme!   Supporting all of our customers who have purchased our product is very important to us and we strive to provide the highest level of support available. We will endeavor to provide the most efficient and effective support possible, within our support guidelines. 

Support exclusions  

  • Item customization. We recommend this provider - Codeable to assist you with any customization, modification, or issues that extend beyond our scope of support.
  • Installation of the theme.
  • Hosting, server environment, or software.  A bug or issues that are unique to your installation and can't be replicated on another server are usually related to the Hosting Configuration. 
  • Help related to third-party assets not included in the theme. Bugs or issues that can't be replicated after deactivating third-party plugins are usually due to third-party plugins. 
  • General WordPress or Elementor help. 

Bug Fixing

Our commitment is to fix all theme bugs as quickly as possible after they are brought to our attention. We can fix bugs within 24 - 48 hours during our general support hours.  Please note a BUG is not a problem unique to your site/installation and should be easily replicated on any server. 


We pride ourselves on one of the best-documented themes on Themeforest. They come with the following: 

  • 100 + help articles written by us
  • 34 Meticulously scripted and professionally produced HD video tutorials for beginners
  • Extensive setup guide.
  • In-Dashboard Contextual Help. There are little helpers everywhere in the interface that let you retrieve quick information about the particular fields you are currently viewing.