The new support platform

We would like to inform you that from today the 25th of Dec 2019 we are moving our support desk to a public forum. Our new forums are designed to be compatible with searching for issues and in case you find similar issues, you can easily find the solutions and save time! The new forum is accessible from here:

https://themes.artbees.net/forums/

Needless to say, you can still see your old private tickets and send replies to them. Only the new topics will be created through the new forums. 

You can access the tickets and topics page as usual from your Artbees Dashboard -> Account -> Support Tickets.  Simply clicking on the New Topic button will lead you to the topic submission form after choosing the right product.  

You can also access the new topic page directly by clicking here

Please note that it is important to provide your critical information such as WP admin or FTP credentials only in the “Website Access Credentials” otherwise everyone can see the login details. If you provide this information in the “Website Access Credentials” section, only the support agents in Artbees will be able to see it and it will be completely secure.


Getting Help from the Artbees Support

Important note

Our support desk has been moved to a new platform since the 25th Dec 2019. The ticket system is no longer available and instead, the searchable forum topics are active. More information.

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.


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 forums. 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 media, community forum or direct emails.

Our Support Covers:

  • Artbees themes related issues
  • Visual composer (Artbees modified version) related issues
  • Raven and Jupiter X plugin issue plugin issues
  • Small modifications

Our Support Does Not Cover:

  • Third-party plugin issues
  • Custom coding
  • Theme and plugin updating

To Submit a Ticket from the Portal:

1Go to the Artbees themes website and log in to your account.
2In the upper right corner, hover over your profile image and click on Support Tickets.
3Click on New Topic and choose your product, then search for the similar topics and in case you didn’t find proper results, create a topic and fill out the form with the necessary information.
  • Your question or issue (one question or issue per ticket)
  • Your environment details from Control Panel -> System Status
  • Theme and Visual Composer version, Elementor, Raven and any other plugin related to Artbees
  • Link to your website (or link to a specific page)
  • A temporary account
  • Screenshots (strongly recommended if on a local server)
4Click on the Submit button.

Creating a new topic in the Forum (Deprecated)

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.

1Go to the Forum site and log in to your account.
2In the upper right corner, click on the New Topic button to create a new topic.
3Fill 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)
4Click on the Create Topic button.

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 as soon as possible. To open a chat, do the following steps:

1Go to Artbees Portal and find the chat icon in the bottom right corner. It will be show only if you are a VIP member. (more than 10 licenses)
2Click on the chat icon to open it and then click on the New conversation button to start a thread.
3Write your question with details (include links, screenshots) and click on Send icon to send your message and hit Enter on your keyboard.

One of the support agents 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 offering 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

Getting Most of the Knowledge Base

Welcome to the Artbees knowledge base! In this article we’ll provide information about how to get the most of the knowledge base.


What is the Knowledge Base

The knowledge base (also sometimes referred to as the “KB”) is a collection of articles, guides, and tutorials. You can learn how to register your theme, find solutions to many common problems, and much more.

In short, if you want to configure your Artbees themed website, fix a problem, or are just curious and want to learn more about the theme, the knowledge base is a good place to start.


Navigating the Knowledge Base

You may want to do a quick search and go straight to the article you’re looking for. On the other hand, sometimes you’d like to browse and see all the articles for a particular category. You have both possibilities.

Searching

If you’re in a hurry and just want to find the most relevant articles to your question or issue, the search box is always there. On the knowledge base front page, it’s probably one of the first things you’ll notice.

knowledge base

On other article pages, the search bar is also always there, waiting for your inquiries.

For example, to view a list of all articles related to the theme or WordPress installation, just type “installing” in the search box and then click on the search icon or press “enter”.

Browsing

Knowledge base articles are organized into hierarchical categories, such as Getting Started, Getting Help, Update, and more. Instead of searching, you can browse through these article categories to view the related articles about a particular subject. When you click on the documentation link on the knowledge base front page, you’ll see the sidebar on the right side of the page where you can browse different categories.

knowledge base

Click on a category link to expand the articles list related to this category.

knowledge base

Feel free to check different categories and see what’s there!


Content of an Article

Articles in the knowledge base contain the following sections:

  •  A review of an article. We describe what is discussed in the article.
  • Table of contents: most articles contain a table of contents. The table of contents lists the main sections of an article. You can click a section heading to jump straight to that section.
  • Related articles: many articles contain a related articles section. These are other articles within the Artbees knowledge base that are related to the current article’s topic.

In addition to the sections described above, the knowledge base uses several visual elements to highlight information and help guide you through an article:

  • Text that describes specific interface elements is in bold. For example: Click on the Upload Theme button.
  • Commands that you type on the command line appear in a separate box with a black background. For example:

<php if ( !empty( $phone ) ):?><li><i class="mk-icon-phone"></i><span><a href="tel:<?php echo str_replace(' ', '', str_replace('(0)', '', stripslashes($phone))); ?>"><?php echo $phone;?></span></li><?php endif;?> 

  • There are also several highlighted areas that provide additional information:

If You Can’t Find Needed Information

The knowledge base cannot cover every possible configuration or scenario. If you can’t find the answer to what you’re looking for, you can always open a ticket with the Artbees support team.

Getting Help from the Community Forum

The Community Forums will be shut down in January 2020 and instead, a new forum will be available here. More Information

The Artbees community forum is a place where you can share your thoughts, ask questions about features and themes, and ask the community for help.

 

Remember that in order to get official help from the Artbees support team, a ticket should be opened. To learn more, read the Getting help from support article.

Visit the Artbees Themes Community forum.


Getting Help

The community forum is mainly focused on the Artbees themes users helping each other. Artbees team members always check the forum, read all the posts and will reply if there is a need.

To get help from the community:

1Go to the Artbees Themes Community forum.
2In the upper right corner, click on New Topic.

forum

3A new pop-up window will appear at the bottom. Fill in the necessary information and click on Create Topic.

Searching the Forum

Before opening a new topic, it is always good to search the forum for similiar posts, as the same topic may have already been discussed before.

To search the forum, use the buttons in the upper right corner of the page.

forum


Feature Request

Our themes may not have all the built-in features that you’ll need. In this case, submitting a feature request in the community forum is the first step to getting that feature added. Many features have already been added by request from our community. In order for your feature to be added, it needs to get attention from other users. Our developers will note this and it may be added into the theme.

To submit a feature request:

1Go to the Artbees Themes Community forum.
2In the upper right corner, click on New Topic.

forum

3A new pop-up window will appear at the bottom. From the category dropdown menu select Feature Request.

forum

4Fill in the rest of the necessary information and click on Create Topic.

Reporting an Issue

If there is an issue with the theme that is not caused by a third-party plugin, it should be reported to our support team by opening a ticket. Please read the Getting help from support article for more information.

Getting Help from the Artbees Support

Important note

Our support desk has been moved to a new platform since the 25th Dec 2019. The ticket system is no longer available and instead, the searchable forum topics are active. More information.

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.


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 forums. 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 media, community forum or direct emails.

Our Support Covers:

  • Artbees themes related issues
  • Visual composer (Artbees modified version) related issues
  • Raven and Jupiter X plugin issue plugin issues
  • Small modifications

Our Support Does Not Cover:

  • Third-party plugin issues
  • Custom coding
  • Theme and plugin updating

To Submit a Ticket from the Portal:

1Go to the Artbees themes website and log in to your account.
2In the upper right corner, hover over your profile image and click on Support Tickets.

Getting help from Artbees

3Click on New Topic and choose your product, then search for the similar topics and in case you didn’t find proper results, create a topic and fill out the form with the necessary information.
  • Your question or issue (one question or issue per ticket)
  • Your environment details from Control Panel -> System Status
  • Theme and Visual Composer version, Elementor, Raven and any other plugin related to Artbees
  • Link to your website (or link to a specific page)
  • A temporary account
  • Screenshots (strongly recommended if on a local server)
4Click on the Submit button.

Creating a new topic in the Forum (Deprecated)

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.

1Go to the Forum site and log in to your account.
2In the upper right corner, click on the New Topic button to create a new topic.

3Fill 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)

4Click on the Create Topic button.

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 as soon as possible. To open a chat, do the following steps:

1Go to Artbees Portal and find the chat icon in the bottom right corner. It will be show only if you are a VIP member. (more than 10 licenses)
2Click on the chat icon to open it and then click on the New conversation button to start a thread.

3Write your question with details (include links, screenshots) and click on Send icon to send your message and hit Enter on your keyboard.

One of the support agents 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 offering 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

Extending support subscription

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 offering 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 Purchasing supported items article from Envato.


Checking your support subscription status

To check the status on your support subscription:

1Go to the Artbees themes website and login into your account.

2In the upper right corner, on Account.

3Now you can see how long your item is suppoted.


Pricing

The cost of the support subscription is calculated as a percentage of the theme price and is determined by when you make the support purchase.

The cost is as follows:

  • At initial theme purchase – 37.5% of the theme price
  • During the support period – 62.5% of the theme price
  • After the support has expired – 87.5% of the theme price

Extending the support

To extend the support subscription:

1Go to ThemeForest and login into your account.

2In the upper right corner, hover over your username and click on Downloads.

Extending support subscription - themeforest downloads

3Find the item you want to renew support and click Renew Support Now.

4Click on the Renew Support button on the right side. This will open a checkout page and you can continue the purchase process.

Multiple licenses

If you have purchased multiple licenses for one theme, only your last purchase date will be counted so you do not have to renew the support subscription for older licenses. Make sure to always add your latest purchase code in the Artbees portal.


VIP support

If you are a verified customer of Artbees Themes and you have registered 10 or more licenses of any of our themes you will enjoy lifetime support regardless of your support subscription status. Previous VIP members who had 5+ licenses registered before 1st May 2019 will still be considered as VIP members.

The chat support and prioritized ticket replies

VIPs will have access to the chat support from their Artbees Portal dashboard. VIP tickets will be prioritized by our support team so they will receive faster replies in the support forum.


Common questions

A list of common questions which you may face during support extension. The list will be updated regularly.

Open tickets while support is expired

If there is already an open ticket for Artbees support and your support expires in the middle of it, you will be able to continue sending and replying to messages until the issue is resolved.

Reporting a bug while support is expired

A support ticket can be opened if its type is Bug Report

Updating the theme while support is expired

You will have access to all theme and plugin updates when they are released. Support subscription status does not affect this.

Getting a Refund

Artbees is an exclusive Envato author and follows their fair policies and guidelines regarding refunds. Getting a refund process is made to be transparent so your experience is as smooth as possible and gives you fair treatment by using a baseline standard.

Getting a refund - ThemeForest refund request

Before Requesting a Refund

Before requesting a refund, we recommended you check the following sections which may help you solve your problem.

Requesting a Refund

You need to request a refund from the Envato’s website. To request a refund read the Can I Get A Refund and Envato Market Refund Rules articles and proceed accordingly.

Filing a Feature / Bug Report

In this article we will cover how to submit a feature request or a bug report. Both can be done through our support portal or in the Artbees community forum.


Support Portal

One of the ways to submit a feature request or a bug report, is to open a ticket in the support portal. Submiting a feature request or a bug report via the support portal is allowed even if your support subscription has expired.

To submit a feature request or report a bug via the support portal:

1Go to the Artbees themes website and login to your account.

2In the upper right corner, hover over your profile image and click on Tickets.

Filling a feature or bug report - hover menu

3Click on New Ticket or Report a Bug.

Filling a feature or bug report - new ticket button

4In the ticket type, set Feature Request or Bug Report.

Filling a feature or bug report - ticket type

Inside the ticket make sure to include:

  • The bug or feature request
  • Your environment details
  • The Theme and Visual Composer version
  • A link to your website (or link to a specific page)
  • Your login details
  • Screenshots (strongly recommended if on a local server)

Community Forum

Another way of submiting a feature request or reporting a bug is via the Artbees community forum.

To submit a feature request or report a bug via the community forum:

2In the upper right corner, click on New Topic.

Filling a feature or bug report - new topic

3A new pop-up window will appear at the bottom. From the category dropdown menu select the appropriate category.

Filling a feature or bug report - category

4Fill in the rest of the necessary information and click on Create Topic.

Theme License Clarification

Artbees is an exclusive Envato author, so the Jupiter theme license follows the Standard licenses. The only point is Jupiter has become GPL licensed and Extended license is not available now.

In this article, we explain the Regular license for the Jupiter theme.

Theme license - ThemeForest standard licenses

Regular License

Almost all users need to buy this type of license for use on a single domain. You can read more about the Regular License on the ThemeForest website.

License Registration in the Artbees Portal

Upon theme purchase from ThemeForest, you’ll receive a license key. Use the key to generate an API key for theme registration in the Artbees portal.

Artbees API allows you to register your theme only on a single domain (including subdomains and subfolders).

Frequently Asked Questions

Can I use my API key in the subdomains of my registered domain?

Yes, it works on all subdomains.

Can I use the API key on localhost?

Yes, it works there, too.

Can I use the API key in staging environment?

Yes, you can register the theme in a staging environment, and then revoke the API key and register with a new generated API key on your new domain.