Support Policy
Last updated: January 2026This Support Policy describes the support you can expect from Themology for our WordPress plugins and themes. We're committed to helping you get the most out of our products.If you have questions about this policy, please contact us before using our products.
What Our Support Covers
We provide support for all plugins and themes developed and sold by Themology. Our support includes:✓Installation assistance: Help with installing and activating our plugins and themes
✓Configuration help: Guidance on setting up and configuring product features
✓Bug reports: Investigating and fixing defects in our products
✓Usage questions: Answering questions about how to use product features
✓Compatibility issues: Helping resolve conflicts with supported WordPress and WooCommerce versions
💡 Tip: Before submitting a support request, please check our documentation — your question may already be answered there!
Supported Versions
We support the following versions of our products and platforms:Our Plugins & ThemesWe support the latest version only. Updating to the latest version often resolves issues, so we recommend this as a first step.
WordPressWe support the current major release and the previous major release (L-1 policy). For example, if WordPress 6.5 is current, we support 6.4 and 6.5.
WooCommerceSame as WordPress — we support the current version and one version back. Check each product's requirements for specific minimum versions.
PHPWe support PHP versions that are actively supported by PHP. Check each product for specific PHP requirements.
Bug Fixing
We take bugs seriously and work to fix them as quickly as possible. When you report a bug:1We'll investigate and confirm the issue
2For critical bugs, we'll provide a fix or workaround as soon as possible
3Non-critical bugs are scheduled for the next product update
What Support Doesn't Cover
To keep our support focused and effective, there are some things we don't cover:✗Customization: We provide products as-is. We don't customize products or support third-party customizations
✗Third-party products: We can't support plugins, themes, or services not developed by Themology
✗General WordPress help: We don't provide general WordPress support — please use the WordPress.org forums
✗Server/hosting issues: Server configuration, hosting problems, or server-side errors not caused by our products
✗Outdated versions: Products running on unsupported WordPress, WooCommerce, or PHP versions
Need customization? While we can't customize products ourselves, we can often point you to helpful hooks, filters, or resources. Just ask!
Support Channels
We provide support through the following channels:Premium
Customers with active premium subscriptions receive priority support via our support form. We typically respond within 1-2 business days.Premium Plugin Support
Free
For free plugins on WordPress.org, please use the plugin's support forum on WordPress.org. We monitor these forums and respond as time permits.Free Plugin Support
Self-Help
Our documentation contains detailed guides, FAQs, and troubleshooting tips. Many questions can be answered here.Documentation
Response Times
We strive to respond to all support requests as quickly as possible:Premium customers1-2 business days
Free plugin support (WordPress.org)3-5 business days
Critical bugs (site down)Priority handling
Before Contacting Support
To help us help you faster, please try these steps before submitting a support request:1Update everything: Make sure WordPress, WooCommerce, and our plugin are all up to date
2Check the docs: Your question may already be answered in our documentation
3Test for conflicts: Temporarily disable other plugins to see if there's a conflict
4Switch themes: Test with a default theme (like Storefront or Twenty Twenty-Four)
5Check error logs: Look for specific error messages in your WordPress debug log