Support Policy | Themology

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

Supported versions

We support the following versions of our products and platforms:

Our plugins & themes

We support the latest version only. Updating to the latest version often resolves issues, so we recommend this as a first step.

WordPress

We 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.

WooCommerce

Same as WordPress. We support the current version and one version back. Check each product's requirements for specific minimum versions.

PHP

We 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:

We'll investigate and confirm the issue
For confirmed bugs, we'll prioritize a fix based on severity
Critical bugs (data loss, security) are fixed within 1-3 business days
Non-critical bugs are fixed in regular releases
You'll receive an update when the fix is released

What we don't cover

To keep our support quality high and our products affordable, support does not include:

Custom development or feature additions
Theme/plugin customizations beyond standard configuration
WordPress site migration or restoration
Hosting issues unrelated to our products
Conflicts with third-party plugins or custom code
General WordPress or WooCommerce questions
Issues on heavily customized or modified versions of our products

For custom development, consider hiring a WordPress developer or WooCommerce expert.

How to get support

Premium

Premium product support

For paid plugins and themes purchased from Themology, submit a support request through our support form. We typically respond within 1-2 business days.

Free

Free plugin support

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.

Self-help

Documentation

Our documentation contains detailed guides, FAQs, and troubleshooting tips. Many questions can be answered here.

Note: We do not provide support via social media (Twitter/X, Facebook) or phone. Please use our official support channels for assistance.

Response times

We strive to respond to all support requests as quickly as possible:

Premium customers 1-2 business days

Free plugin support (WordPress.org) 3-5 business days

Critical bugs (site down) Priority handling

Response times may vary during holidays or high-volume periods. We appreciate your patience.

Before contacting support

To help us help you faster, please try these steps before submitting a support request:

Update everything: Make sure WordPress, WooCommerce, and our plugin are all up to date
Check the docs: Your question may already be answered in our documentation
Test for conflicts: Temporarily disable other plugins to see if there's a conflict
Switch themes: Test with a default theme (like Storefront or Twenty Twenty-Four)
Check error logs: Look for specific error messages in your WordPress debug log