If you own a Themeco product and are looking for support, please read through the following instructions and community guidelines. All product support is provided in our Support Forum, and there are several helpful resources at your disposal.
Start With Search
One of the greatest benefits to these forums is your ability to search prior to posting a question. We strongly encourage you to do so as the vast majority of your questions will be able to be answered by searching. Just click the magnifying glass and start typing in your question. You can also use the breadcrumb navigation to filter by categories or sub categories.
The old forum topics were not able to be merged with these new forums, but you can find old threads on Google by searching and simply adding something like "themeco" or "x theme" to the end of your query. We will slowly phase out those results as the new forum is populated with the latest, most accurate answers.
Check The Knowledge Base
Our Knowledge Base is where you will find dozens of articles, tutorials, videos, and code snippets for Themeco products and services.
Support Forum vs. Peer to Peer Forum
The Support Forum is where you post product support questions. The Peer to Peer Forum is a place where customers can help one another with product and customization questions.
How To Post A Support Question
If you are unable to find an answer to your support question by searching first, click the "+ Topic" link at the top of the Support forum
When posting be as specific as possible in describing the issue. Simply saying "My site is broken" or "I did an update and now nothing works" is not helpful. List the issue in detail including any steps you have taken to troubleshoot and always remember to first test 3rd party plugins by deactivating them one by one and ensuring all caches have been emptied. The vast majority of issues we see can be resolved or at least identified by doing this.
Do not private message a Themeco staff member about support as it will be ignored. All support is provided in the forum. If you need to get in touch about something else, please contact us.
It is very common to need to share sensitive information with our staff such as login or FTP information. In order to keep this private, be sure to use the Secure Note button that you will find at the bottom of each reply.
When clicked, you can add content that will only be visible to our staff. Secure Notes are visible to the original poster, so do not post a secure note unless you have started the thread.
Only Themeco has the ability to make an entire thread private, and we will do this when we determine the discussion to be better suited for private discussion. This includes but is not limited to posts pertaining to feedback, complaints, or topics not relevant to the forum category.
While we provide support via the public forum for the benefit of our customers, we reserve the right to turn any conversation into a private discussion for any reason and at any time. When a thread is unlisted it is removed from the public forum.
How Questions Are Answered
Generally speaking, we answer all questions in the order they are received. All support topics are added to a monitored queue, so please do not bump your threads while waiting for a reply as this may delay a response.
Please be sure you have first searched prior to any new ticket.
Our development team is staffed 24/7/365 to answer product questions, and it is always our goal to respond as fast as possible. We aim for 24 hours (typically faster), however please remember this is a estimated time frame and not a guarantee.
One benefit to these public forums is that frequently asked questions and answers are easy to find. If you see a question asked by a fellow Apex member that you know the answer to, we welcome your contribution! If you discover the answer to your question in a certain reply, don't forget to like it so others know it was helpful.
How To Identify Official Replies
Themeco staff have a checkmark next to their picture and a "Staff" label next to their name.
No Hijacking Threads
If someone has a support ticket, please don't hijack their thread. If you are experiencing something similar feel free to simply bookmark the post so you can see future staff replies. If you know the answer or want to help out, feel free to do so.
Liking & Bookmarks Explained
Two great features to these forums are the liking and bookmarking features. Liking is a great way to agree or confirm something.
Bookmarking is a great way to save threads you would like to reference in the future.
You can find a list of all your likes, bookmarks, and threads by going to your Apex dashboard.
Please don't click like to all posts that report a problem unless you are 100% certain your problem is the exact same as the original poster with the same setup.
While we encourage discussions under the categories listed on our forum, discussion of competing products (other WordPress themes) is prohibited. This includes features and product comparisons. Thank-you in advance for understanding this is a Themeco-owned and operated community for our customers and members.
Quick Note On Dealing With Conflict
Conflict is guaranteed to happen - we're human, and this is the internet. You may be frustrated. You may strongly disagree with a person, topic, or answer. Feelings may get hurt. Let's not let that get in the way of creating the type of community we can all be proud of.
Many times, simply leaving your computer for a few hours or a day can calm your nerves and help you think with a fresh perspective. Remember, we are here to help and serve one another not make each other’s life more difficult. Please don’t make other people’s lives more difficult. We can do much more together than any one of us can do on our own, so let's all work to show grace to others. It's a wonderful thing to receive and an even greater thing to give.
We hope this helps provide an overview to some of the many new resources at your disposal. There is much more you'll discover through experimentation, and a member of our team will be happy to clarify anything further you may need. Please be sure to review the community guidelines for a list of specific rules related to this community.