Support Hours
| Day | Hours |
|---|---|
| Monday – Friday | 10:00 AM – 7:00 PM (GMT +2) |
| Saturday – Sunday | Closed |
| Response Time | 24 – 48 hours (usually faster) |
Support Channels
| Channel | Purpose | Link/Email |
|---|---|---|
| Support Forum | Public questions | https://auratheme.org/support |
| Ticket System | Private issues | https://auratheme.org/submit-ticket |
| Direct contact | support@auratheme.org | |
| Knowledge Base | Articles & guides | https://docs.auratheme.org |
📝 How to Submit a Support Request
When Emailing Support
Subject Line Format:
[PestAnnihilate] - Brief Issue Description
Include in Your Email:
1. Purchase Code: _______________ 2. WordPress Version: _______________ 3. PHP Version: _______________ 4. Theme Version: _______________ 5. Plugins Active: [List] 6. URL: _______________ 7. Issue Description: - What you were doing - What happened - What you expected to happen 8. Steps to Reproduce: - Step 1 - Step 2 - Step 3 9. Screenshot/Video: [Link if applicable] 10. Error Messages: [Copy exact error]
📊 Support Response Times
| Priority | Response Time | Examples |
|---|---|---|
| Low | 48 hours | How-to questions, feature inquiries |
| Normal | 24 hours | Bug reports, installation issues |
| High | 12 hours | Site-breaking issues, critical bugs |
| Critical | ASAP | Security vulnerabilities |
Note: Response times may vary during weekends and holidays.
💬 Frequently Asked Support Questions
Q: Do you offer customization services?
A: We focus on theme support. For customizations, we recommend hiring a developer from Codeable or similar platforms.
Q: Can you help me with a plugin conflict?
A: We support conflicts with recommended plugins (Elementor, Meta Box, Contact Form 7). For others, please contact the plugin author.
Q: My site is down, what should I do?
A:
-
Deactivate all plugins
-
Switch to default WordPress theme
-
If site works, reactivate plugins one by one
-
Contact us with findings
Q: How do I get a refund?
A: Please contact ThemeForest/Envato support directly for refund requests. We follow their refund policy.
Q: Can I use the theme on multiple domains?
A: No, each domain requires its own regular license.