Support system

All of KRAFT Studio’s items come with 12 months of included support and free updates for your theme. Once the 12 months of included support is up, you have the opportunity to extend support coverage up to 12 months further. If you choose to not extend your support, you will still be able to submit bug reports via email and still have access to our online documentation knowledge base and video tutorials.

You can find our support policy on this page: Support policy

We have an advanced, secure ticket system to handle your requests. Support is limited to questions regarding the theme’s features or issues that are related the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customization of your theme, we suggest enlisting the help of a developer.

Before you submit ticket

To help speed along your request, we require that you follow the steps below before posting a ticket in the Support center.

Step 1: Please take a moment to check our Documentation and search for the answer to your question, as the answer to your question is likely already in here – nearly 80 % of all tickets opened are due to the issues described in the documentation.

Step 2: If your question or issue has not been brought up, then please open a ticket with the following information:

  • Full details about the issue
  • Website address
  • The theme/plugin version on your website
  • Screenshot of the issue
  • WordPress user/password to login

Please note that in most case the support staff cannot do much without this information. So to avoid unnecessary delays please provide the information above.

Note: If needed, we would ask you for hosting panel user/password so we can have them in case we need.

Also please deactivate all the plugins that don’t come with the theme, this will allow us to rule out any third party plugins conflict. We don’t deactivate the plugins on a client’s site, because sometimes this may cause unforeseen issues.

How to create new support ticket

Step 1: You need to sign in to your account.
Step 2: Follow Before you submit ticket steps before you submit a support ticket.
Step 3: To create a new ticket go to Submit ticket page

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