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Support

Email: hq@onether.com

When reporting plugin/theme incompatibility please include the following details in your message along with problem description for smoother turnaround. Only include what you think is necessary.

We may usually ask for more specific details depending on the type of issue you’re having:

  • Item purchase code you got after buying an item (It’s viewable on your Envato marketplace account under downloads section)
  • Theme files – Especially if it’s a commercial theme – so that we can run local tests if necessary (What are theme files? Theme files define your site look and functionality. You can send us the same theme files that you downloaded or zip* them yourself)
  • Are you using any other plugins? If so, zip* them together and attach to your message as well so that we can run local tests if necessary (Plugins are viewable under Plugins section in WordPress admin dasboard. Only active ones are necessary.)
  • WordPress admin dashboard access – so that we can have a direct look at the issue if necessary as sometimes we may not be able to replicate the issue in our environment. It also makes the process easier and faster.
  • FTP access details – so that we can have a direct look at the issue if necessary as sometimes we may not be able to replicate the issue in our environment. It also makes the process easier and faster.

*Use file archiver such as WinRar or other compression software. In case you don’t know how google it, it’s very very simple.

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