Getting Support & Policy

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There are several ways you can get support:

  • Click the top menu’s Get support and fill the form;
  • Access our profile page from ThemeForest and use the contact form;
  • Add comment in Rey’s ThemeForest page. This however is not recommended, in 90% of the cases, you’re asked to create a support ticket or send an email etc. thus delaying the fix of your problem.

In any case of the above, please share as much information or details about your problem or request so that we don’t have to delay the fix unnecessarily. You can use this tool https://www.loom.com/ to record a screencast. It’s really the best way to explain what issues you’re having.

Response time can vary between 12-24h through the week days (Sometimes it might take 48h when experiencing a large volume of requests);

Please don’t request support through chat tools, such as FaceBook, WhatsApp or other channels. All support requests should go through the Support form only (or the ones mentioned above).

LinkWhat’s included in item support

  • Updates to ensure the item works as described and is protected against major security concerns;
  • Discretionary version updates;
  • Technical questions about the item’s built-in features and functionalities;
  • Assistance with reported bugs;
  • Help with Rey’s bundled third party plugins (e.g. WooCommerce Custom Fields, Revolution Slider etc. ), or compatibility with popular plugins;

LinkThe item support period

Rey includes item support for 6 months from the purchase date. During these 6 months, support is expected to be available and provided for the services we’ve set out on this page.
If you’re about to purchase the item, you’ll have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.

LinkCan I renew my Item Support?

Yes, you can! If you have less than 6 months remaining on a support item you’re eligible to renew your support. Simply access Rey’s item page on ThemeForest and renew it there.

LinkWhat’s not included in item support?

Item support does not include services to modify or extend Rey beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, i recommend contacting me to see if i can privately offer paid customization services.

  • Installation of the item;
  • Hosting, server environment, or software;
  • Customisations or extending Rey beyond built-in styles and functionalities (themes are stock items);
  • Speed audits or performance optimisation services;
  • Issues or problems generated by other plugins.

Examples of support requests that are and are not included in the support purchase:

Included:

  • “I can’t find the setting that will allow me to add in my company logo, can you help me?”
  • “Hi, I’m not sure how how to change the colour scheme of the theme, can you point me in the right direction?”
  • “When I add pictures into the image slider they aren’t centered correctly. How do I fix this?”
  • “How do I change the text in the contact form plugin?”
  • “It looks like there’s an error in the code of your plugin, can you please take a look?”

Not included:

  • “Hi, Can you please add in a new feature that will allow me to add x, y, z?”
  • “I’m having trouble installing your theme on my server, can you log in and install it for me?”
  • “I’m new to WordPress and not sure how it all works, can you teach me some basics so I can use your theme?”
  • “Your theme doesn’t have x, y, z functionality, can you add this in?”

Here’s a video made by Envato (ThemeForest), explaining how support works:

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6 Replies to “Getting Support & Policy”

  1. Natto

    Plugin could not be activated because it triggered a fatal error.

    Parse error: syntax error, unexpected ‘::’ (T_PAAMAYIM_NEKUDOTAYIM) in /luckybond-acp.com/public_html/wp-content/plugins/rey-core/rey-core.php on line 153

    1. Marius H[ Post Author ]

      The issue seems to be related to the fact that your server runs an older version of PHP. Check inside the Site Health – Info page, if the PHP version is 7.3+ eg: https://d.pr/i/ex2rkh . If it’s lower, ask your hosting to update it to either v7.3 or v7.4 , however not PHP 8 because as far as i saw with other extensions, they’re not fully ready for this version.

  2. Daniel Fuller

    Just wanted to know if the Rey theme includes all variations? for example, Do I get the London theme and Tokyo theme?
    Also, is this a one-off purchase or is this a year charge for the theme?
    Can my current theme (salient child) be switched to this easily?

    1. Marius H[ Post Author ]

      Hi Daniel,

      Yes, they’re all included. Basically each pre-made demo is a separate “pack of preconfigured data” that can get imported into the site. The Rey theme is has the same foundation and code behind, however those demos will shape its looks.

      Rey is a one time purchase with lifetime updates. The technical support however is only for 6 months but can be upgraded if needed.

      Unfortunately i’m not sure how easy it’s to switch the theme, because of the page builder plugin. As far as i know, Salient runs WP Bakery Page builder which stores the data in its own way. Rey on the other hand uses Elementor page builder which stores the data differentely and cannot access WPBakery’s, so the data migration should be manually made.

      Thanks!

  3. Dagmawi Andrew

    Hello
    I just want to know if I can use a part if milano and Tokyo in the landing page with one purchase?

    1. Marius H[ Post Author ]

      Hi Andrew, yes it’s possible. You might want to try looking into the Template library at https://support.reytheme.com/kb/template-library-faqs/ . Basically you can combine elements from different demos.

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