Getting Help from the Artbees Support

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Whenever you have any questions or issues about the Jupiter theme, the Artbees official support team is available to help in a timely and efficient manner. We provide official support 24 hours a day.

In this article we explain how to request help from the support team.

In this article

Before Ticket Submission

It’s possible that a solution has already been provided for your question/issue in our documentation, FAQs or even in the community forum. It’s best to check the following places before submitting a ticket.

Submitting a Ticket

Artbees official and technical support is only provided through ticket submission from our online portal. We cannot provide technical support on the ThemeForest comment section, social medias, community forum or direct emails.

Our Support Covers:

  • Artbees themes related issues
  • Visual composer (Artbees modified version) related issues
  • Small modifications

Our Support Does Not Cover:

  • Third-party plugin issues
  • Custom coding
  • Theme and plugin updating
Note: For more information, read the Envato Hosted Support Policy article.

To Submit a Ticket from the Portal:

Go to the Artbees themes website and log in to your account.
In the upper right corner, hover over your profile image and click on Tickets.
Getting help from official support - tickets
Fill out the ticket form with the necessary information.
  • Your question or issue (one question or issue per ticket)
  • Your environment details
  • Theme and Visual Composer version
  • Link to your website (or link to a specific page)
  • A temporary account
  • Screenshots (strongly recommended if on a local server)
Click on the Submit button.
Info: After receiving the first response from the support team, you can either follow the tickets from the portal or directly from your email address.

Creating a new topic in the Forum

If for some reason you can’t submit a ticket (your support period may be expired), you can create a topic in the Community Forum.

Go to the Forum site and log in to your account.
In the upper right corner, click on the New Topic button to create a new topic.

Fill out the form with the necessary information.
  • Type title of your issue
  • Select a category where you want to post your question (Jupiter, Jupiter X themes, Featured Request, etc.)
  • Write your question and describe it with details (provide screenshots, links)

Click on the Create Topic button.
Info: Once your topic is replied, you’ll receive a message to your email address. Not only support members can answer the topics, but also the users if they know the correct answer to a question.

Creating a Chat Thread

There is another method to reach the support team for some help and it’s the fastest one.

You can create a chat thread and a support agent will reply to you within 30 minutes. To open a chat, do the following steps:

Go to Jupiter demo website and find the chat icon in the bottom right corner.
Click on the chat icon to open it and then click on the New conversation button to start a thread.

Write your question with details (include links, screenshots) and click on Send icon to send your message and hit Enter on your keyboard.

Note: If you’re a VIP user, you can create a chat conversation inside your website dashboad, which you set as a Master Account in the Artbees Dashboard.

One of the support agent will pick up your thread and answer your question. Sometimes a reply may delay when there are a lot of threads and agents can’t take your chat quickly. Hope for your understanding in this matter.

Delayed Ticket Response

There are some cases which may cause a delay in receiving an answer to your ticket. Several reasons may cause this to happen:

  • Not enough information is provided
  • No purchase code is provided
  • Influx of tickets
  • More than one question per ticket or asking new questions in the same ticket
  • Local installation

In such cases, the support team is going to ask for more specific information to be provided.

Support Period

According to the latest policy set by Envato, customer support is time sensitive. That means six months of customer support is included in your purchase of any of the Artbees themes from Envato, and Artbees is committed to offer full customer service during this period.

After the initial six months, in order to continue using Artbees Support you need to renew your support subscription. For more information read the Envato hosted support policy and Extending support subscription articles

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