Last updated: August 10, 2026
Welcome to Support
We provide product support for eligible purchases made either through Envato Market or directly from imithemes.com. Support gives you access to our help with using the product as intended, resolving product issues, and understanding included functionality.
This page explains what is included, what is not included, and how support works for each purchase source.
Purchase Sources We Support
Envato Market purchases
If you purchased one of our items on ThemeForest or CodeCanyon, support is governed by Envato’s item support rules.
- Supported items include 6 months of support from the purchase date.
- Support can be extended or renewed through Envato, subject to Envato’s support policies and availability.
- Your product license remains tied to the original purchase, but support access depends on whether your support period is active.
imithemes.com purchases
If you purchased directly from imithemes.com, your purchase includes a lifetime license for the purchased product plus 1 year of support and updates from the purchase date, unless the product page clearly states otherwise.
- Your license remains valid after the included support period ends.
- Support and update access after the included period may require renewal.
- Direct customers can manage support access through their support account and by linking their purchase in our help portal.
Envato Elements
Envato Elements downloads do not include item support unless a specific item page clearly states otherwise.
What Support Includes
During an active support period, we are available to help with:
- Technical questions about the product’s built-in features and normal usage.
- Guidance on how the item is designed to work.
- Reported bugs, defects, and reproducible product issues.
- Questions about bundled third-party assets included with the item, such as packaged plugins or sliders.
- Compatibility fixes required to keep the item working as described and protected against major security concerns.
What Support Does Not Include
Support does not include services outside the original scope of the product. This includes, but is not limited to:
- Custom development, design changes, or feature additions.
- Installation services or full website setup.
- Migration between hosts or servers.
- Troubleshooting unrelated third-party plugins, themes, or services not included with the item.
- Hosting, DNS, server, SSL, email delivery, or performance tuning issues unrelated to a product defect.
- General WordPress training or custom code support.
If you need custom work, setup help, or advanced assistance beyond product support, please contact us separately for services.
What All Purchases Include
Whether or not your active support period is still available, all legitimate purchases are entitled to the core product you bought, and we aim to keep our items working as described on their sales page.
- Fixes for major security concerns.
- Updates needed to keep the item working as described.
- Discretionary version improvements and maintenance updates released at our discretion.
For direct purchases, update access follows the support and update period attached to your purchase or renewal. For Envato purchases, updated files remain available through your Envato downloads.
Support Renewals
Envato renewals
If your Envato support period has expired, please renew or extend support through Envato when that option is available for your item. Learn more here
imithemes.com renewals
If your direct purchase support period has expired, you may renew support and updates from imithemes.com where renewal is available for that product. Renewals restore access to support and ongoing updates for the renewal period.
Before Opening a Ticket
Please review the product documentation, FAQs, and any available setup instructions first. Many common questions are already answered there and can help you solve an issue faster.
When opening a ticket, please include as much detail as possible, such as:
- Your product name and purchase source.
- The exact issue you are seeing.
- Steps to reproduce the issue.
- Screenshots, screen recordings, or error messages if available.
- Temporary access details only when specifically requested by our support team.
Fair Use and Response Times
We support many products and customers, so response times can vary depending on ticket volume, time zone differences, weekends, holidays, and the complexity of the issue.
- We aim to respond as quickly as reasonably possible during active support periods.
- Some bugs or compatibility issues may require time for diagnosis, development, testing, and release.
- If a customer reports an issue while their support is active, we will continue handling that issue even if the resolution extends beyond the support end date.
Accounts and Purchase Verification
To receive support, purchases must be verified against the relevant purchase source.
- Envato customers can verify ownership with Envato login or a valid purchase code.
- imithemes.com customers can link their purchase using their license key and purchase email.
- We may refuse support if a purchase cannot be verified, has been refunded, cancelled, revoked, or is being used outside its license terms.
Need More Than Support?
If your request is outside normal item support, such as customization, setup, or implementation help, please contact us for a separate service quote.