Skip to content
The Build FlowHelp Center

Support

The Build Flow supports its themes for everyone who bought them on ThemeForest and whose item support is active. We usually reply within 24 hours on business days, and always within 2 business days. Business days are Monday to Friday. Support hours are 08:00 to 17:00 UTC.

How long support lasts

Section titled “How long support lasts”

Every purchase on ThemeForest includes 6 months of item support from the date of purchase. You can extend it:

  • When you buy: choose 12 months of support instead of 6 at checkout.
  • Later: sign in to ThemeForest, open the theme’s page and extend (or, once it has ended, renew) support there.

Updates do not depend on support: every buyer gets new versions of the theme, with or without active support. See Updating a theme.

How to reach us

Section titled “How to reach us”

Please include:

  • your name and the email address we should reply to;
  • your purchase code (see Find your purchase code);
  • your site’s address;
  • the theme name and version (in Appearance > Themes) and your WordPress version;
  • what is wrong: what you did, what you expected and what happened instead, and the page where it happens;
  • screenshots or a screen recording, if you can.

Never send us your WordPress or hosting passwords in a message. If we need access to your site, we ask you to create a temporary account for us and tell you how to remove it afterwards.

What support covers

Section titled “What support covers”

Item support as Envato defines it:

  • Answers to questions about the theme and its features, and how to use them.
  • Help with bugs and reported problems in the theme and its companion plugin. We fix them in a theme update.
  • Help with the third-party assets that come with the theme (plugins bundled with it).

What support does not cover

Section titled “What support does not cover”
  • Customization: changes to the theme’s code or design beyond its settings, and code in a child theme.
  • Installation and setup services, such as setting up the site or importing content for you.
  • Plugins that do not come with the theme, and conflicts caused by them. Contact the plugin’s developer first.
  • Hosting, server, email and domain problems, and WordPress itself outside the theme.
  • Problems caused by changes to the theme’s files made by you or a third party. We may ask you to check the problem with an unmodified copy of the theme and the other plugins turned off.

See Envato’s item support policy for the full terms.