Welcome to the Themeco Forum! We’ve put together this overview post to explain everything you need to know and so you can quickly find the most helpful information. From best practices to community guidelines, please take a second to read.
Start with Search
Support for X and Pro is provided in our Support Forum, and there are several helpful resources at your disposal. 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. You can use our native search feature or sometimes for more accurate results simply go to Google and type in your question plus add the word Themeco at the end.
Browse Docs
Looking for helpful product tutorials and step-by-step instructions? Docs is where you will find all official documentation for Themeco products and services. There are topics there ranging from version compatibility to how updates work and more. This is a great place to visit often in addition to our blog. You can also search on Google for any topic by just adding the word Themeco at the end.
Support Forum vs. Beta Forum
The Support Forum is where you post X or Pro support questions, and the Beta Forum is where customers can help test and provide feedback on future updates. The Beta Forum is hidden by default, and you must optin for access (steps here).
How to Post a Support Question
If you are unable to find an answer to your question by searching first, click the “+ New Topic” button at the top of the forum home when logged into your Themeco account.
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. Review this common issues article. 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.
Secure Notes
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 icon 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.
Private Threads
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.
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.
Response Times
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 the forum and docs prior to creating a 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 generally reply within a few hours, but it may take up to a day. It may be longer if we are especially busy (for example around the time of an update). Please remember this is an estimated time frame and not a guarantee. If you are looking for faster response times and assistance with any question including customizations and third party plugins, check out our One service.
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 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.
Official Replies
Themeco staff have a green badge 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 dashboard and clicking on your username that appears beneath your profile picture.
Competing Products
While we encourage discussions under the categories listed on our forum, discussion of competing products (for example, 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.
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.
Summary
We hope this helps provide an overview to some of the many support resources at your disposal. There is much more you’ll discover through experimentation, and a member of the Themeco team will be happy to clarify anything further you may need.