Support » Theme: Hestia » READ BEFORE POSTING

  • Theme Author Themeisle


    Hey there,

    Thank you for using our products. ThemeIsle has a great support team that is always ready to help you and all the members of our free community.

    On this forum, we only keep in touch with the customers who use our free themes and plugins. No questions about premium features will be answered here. For premium support, we have another dedicated contact page:

    IMPORTANT! Before creating a new thread on the forum, please make sure you’ve checked our documentation site, which lists most of the common issues people can encounter during their work with our products. Each issue comes with a reliable solution that you can apply right away.

    To make your experience with our forums smoother, we put together a few basic guidelines meant to ensure an easier workflow and a better time response. By following these rules, you are helping yourself and the support team equally.

    That’s why we prepared you a set of guidelines on how to use our forums to submit your requests.

    Expectations & Guidelines

    • One thing is certain: we do care about all our customers, no matter if they’re using a free or a premium product. And we are definitely willing to help everyone as much as we can. But due to the fact that we are a small team in charge of a large user base from around the world, we can’t always handle all the requests (we receive tons, by the way). That’s why we do not monitor this forum on a daily basis because we are trying to assist the customers who paid exclusively for our extensions bundle, which allows us to keep developing, updating, and supporting the theme and the plugins. Given the fact that we have to provide advanced support to our premium customers via email daily, we won’t be available on this forum every time you’ll need us. But we are doing our very best to monitor your queries and answer as soon as possible. So please don’t get angry with us if it takes a week (sometimes more) to reply to your topic on this forum.
    • Before creating a new thread with a query, search the topic in the already existing ones. Maybe the solutions we proposed for other users will work for you too. There are lots of people facing the same issue as you do. Also, make sure to check our documentation support, we listed there Hestia Documentation a few solutions for common issues as well.
    • If there are no threads containing your issue, create a new one, but do not spam the others’ with irrelevant questions that have nothing to do with the topic.
    • Make your posts as short as possible and specify your issue right in the title. This way, you ease our reading and browsing through all the tickets. Being very specific will help us understand your request better and take action faster. The more specific you are, the quicker we’ll be in taking over.
    • If a post was marked as resolved, please don’t write your issue there, as we won’t come back to it. Create another one and we’ll catch up with you quickly. If you want to give us that thread as an example for your issue, feel free to paste the link in the new one.
    • When you’re describing your issue, please provide us with all the necessary details, so we can analyze the problem better: your operating system, your hosting, the error messages, what theme you are running, if you updated WordPress or not, what browser you’re using etc. Screenshots help as well, so post as many as you can. Please offer us as many details as you can because this way we’ll be able to start working on your issue right away and not linger on asking you questions.
    • Please don’t reply in the admin threads, such as official announcements or releases. We try to keep things organized.

    Thanks for understanding and for choosing ThemeIsle.

    • This topic was modified 4 years, 9 months ago by Jan Dembowski. Reason: Correction, theme authors cannot delete topics in these forums
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