Help and Support

All of Rometheme’s items come with 6 months of included support and free lifetime updates for your Theme.
Once the 6 months of included support is up, you have the opportunity to extend support coverage up to 6 or 12 months further.
If you choose to not extend your support, you will still be able to submit bug reports via email or item comments and still have access to our online documentation knowledge base and video tutorials.

Our Support Mail

All of our items come with free support, and we have a dedicated mail: cs.rometheme@gmail.com to handle your requests. Support is limited to questions regarding the theme’s features or problems with 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 customizations of your theme then you should enlist the help of a developer.

We will respond as soon as possible (within 24 – 48 hours, usually faster). 
We are open from 09:00 AM to 17:00 PM (GMT+7), from Monday to Friday.

Item Support Includes:

• Answering questions about how to use the item
• Answering technical questions about the item
• Help with defects in the item
• Item updates to ensure ongoing compatibility and to resolve security vulnerabilities

Not Included in Item Support:

• Theme customization and requests that require or involve custom coding
• Installation of the item
• Hosting, server environment, or software
• Support for compatibility with 3rd party plug-ins
• Support for out-dated or modified themes

Extending and Renewing Item Support

The support options available to you depend on when you make the support purchase.

• A support upgrade is 6 months of additional support that can be purchased at the time of buying the item.
• A support extension is 6 months of support that can be purchased at any time after the initial purchase of the item, provided the current support period hasn’t expired.
• A support renewal is 6 months of support that can be purchased after any existing support for an item has expired.

To be eligible to extend or renew support, you must have less than 6 months of support remaining and the author must still be supporting the item. You will then be able to purchase a support extension or renewal from the Downloads or Item page. The cost of support is determined by the type of support and is calculated as a percentage of the item price (the price paid to the author for the item license).

How do I renew or extend my support?

In order to extend or renew an item’s support offering, you must have less than 6 months of the existing support period remaining, and also the author must still be offering support on their item.

To renew the support component on an item, please follow these steps:

• Log in to your account.
• Hover over your username and click Downloads from the drop-down menu.
• The downloads section displays a list of all the items purchased using your account.
• Click on ‘Renew support now!’ or Extend now next to the item you wish to renew support for, and that’s it!

Why can’t I extend or renew support for an item?

There are two reasons why you are unable to extend or renew support:

1. If you have more than 6 months of support remaining on your current support grant; or
2. The author has nominated to no longer support the item.