An introduction to support on the Marketplaces

  • Envato staff look over every item before it can be sold on the Marketplaces.
  • Technical items contain help files to introduce you to the item and its components.
  • Authors can choose to support their items but this is optional and may vary.

Hands-on support for this item is provided by ShapingRain

They will respond to buyers' questions via email at support@shapingrain.com.


Additional information from ShapingRain:

Documentation

The ‘Main File’ of all our products always has a folder ‘Documentation’ which contains the user manual, tutorials etc. —We very much recommend that you refer to this file for initial guidance.

Contact Support

If there is anything we can help you with, please let us know. Whether you have discovered a problem or need help customizing our product to fit your needs, we are always happy to help out and point you into the right direction. Simply send an email to support@shapingrain.com.

In order to be able to provide you with the best possible service, we do not offer customer support through the comments section on themeforest and we will direct you to contact support@shapingrain.com should you seek assistance there anyway. This ensures that no support tickets are forgotten and that all members of the support staff are aware of your issue, resulting in the fastest and best possible service.

Extend of our Support

We generally only provide support for our own product. While we will usually make attempts to assist you with other issues as well, we will likely have to decline support if the issue exceeds the scope of our knowledge and experience.

Customization

Most customization requests we receive do not require much time, and we are happy to assist whenever that is the case. If, however, your request would result in more work, we will have to restrict our support to giving you basic guidance.

Verification of Purchase and Disclosure of Personal Details

In order to verify your purchase we may ask you to provide your Item Purchase Code as displayed on your License Certificate. This is to ensure that only legitimate customers have access to customer support. We may also ask you for a live URL, or for credentials to your installation of our product to debug an issue.

Common WordPress Installation Issues

Missing style sheet error when installing the theme

A common issue that can occur with users new to installing WordPress themes is a “Broken theme and/or stylesheets missing” error message being displayed when trying to upload or activate the theme. This error message does not mean that the theme you have purchased is broken, it simply means it has been uploaded incorrectly. Luckily, there is a very easy fix.

Frequently Asked Questions

I have a problem with JustLanded, where can I get help?

All our customers are premium customers! We provide free premium support via email to support@shapingrain.com—and, whenever available, via live support on shapingrain.com or any of our live demo sites.

Please note that we do not provide customer support via the ‘Comments’ section.

Where can I find the user manual?

JustLanded for WordPress comes with a fully-illustrated user manual. It is contained in the ‘Documentation’ folder of the main file you can download from themeforest after your purchase. The same folder also contains additional tutorials, quick guides and the manuals for all plug-ins we ship with the theme.

Please remember that the ‘Main File’ is not identical with the installable theme file, so you will have to download that file separately from themeforest. So please head over to http://themeforest.net/downloads and click on the ‘Download’ drop-down button to retrieve the ‘Main File’.

Do you provide support via the comments section?

We would like to remind our customers that as per our support policy we do not provide customer support via the comments section on themeforest and restrict customer service to our email helpdesk and live support chat facilities. This is to ensure that all requests are dealt with as quickly as possible, followed up by professionals, and not lost in a thread of random comments.

If you need any assistance while setting up, updating or customizing any of our products, our premium support service is available to all customers, free of charge, 7 days a week.

To submit a new ticket, please visit

https://shapingrain.zendesk.com/anonymous_requests/new

...or simply send an email to support@shapingrain.com and we will acknowledge receipt immediately. Our average response time is 1.4 hours, but we sometimes reply to support requests within minutes.

You can also contact us via our live support chat, whenever it is available, 7 days a week. Please contact our agents on shapingrain.com or through any of our live demo sites.

How do I update the theme?

If you are using a version lower than 1.2.0, please follow the user manual’s update instructions (chapter 1.2). From version 1.2.0 we support one-click automatic updates through the WordPress interface via our own update server.

I have an update notification that the new version x.x is available but, I can’t seem to download it. If I try the automatic update through WordPress, it says “update package not available”. Where do I get the update package?

This affects version 1.2.0 or higher. JustLanded comes with an auto-update feature, but you need to be authenticated in order to obtain free updates automatically. Please enter a valid ShapingRain.com license key in order to activate the automatic update feature.

Please note that you can still download the latest version from themeforest, even without a license key, if you would like to perform a manual update instead.

Please contact customer support via support@shapingrain.com if you need any assistance.

Can I integrate JustLanded with WooCommerce?

  WooCommerce Integration

By popular demand, fresh from ShapingRain.com Labs: An optional plug-in for JustLanded for WordPress to integrate JustLanded with WooCommerce now ships with JustLanded for WordPress. Turn your landing page into a digital marketplace, sell digital downloads or physical products – with WooCommerce, one of the most popular shopping cart plug-ins with payment gateway integration available for the WordPress platform.

Please note that you will have to install and activate the integration plug-in prior to being able to use it.

Is any coding required in order to create a landing page with JustLanded for WordPress?

None at all! JustLanded for WordPress is much more than a simple WordPress theme: it’s a complete landing page building toolkit and all its features can be adjusted using the user interface from within WordPress.

Split button vs single button

No coding skills are required. However, we also support more advanced layout scenarios with shortcodes for which some additional knowledge about WordPress, its TinyMCE editor and shortcodes may be required. Those options are well documented, and our support team is always there for you to help you do things we didn’t anticipate when we designed JustLanded for WordPress.

When attempting to install the theme I get the error message “The package could not be installed. The theme is missing the style.css stylesheet.”—What should I do?

You attempted to upload the entire product package. WordPress cannot determine which of the files contained in that package contains the actual installable theme. Please extract justlanded.zip from the archive, and upload that file instead.

You may find additional useful information in the Quick Start Guide, which is contained in the zip file you downloaded from themeforest.

I don’t like the split-button. I only need a simple buy button!


Split button vs single button

Absolutely, no problem! With JustLanded for WordPress, switching the button style is easy: just select “Single Large Button” under the “Action Buttons” tab, and you’re done.

I would like to set up a landing page with JustLanded for WordPress. It’s my first one, where do I start?

We recommend that you start with the demo data that ships with JustLanded for WordPress. The manual provides detailed instructions. If you need any help, please contact support@shapingrain.com.

I would like to use the newsletter sign-up form with an unsupported third party provider. How can I do that?


JustLanded for WordPress is prepared to deal with that. We do support a variety of lesser known mailing list service providers through our helpdesk. Please get in touch with support@shapingrain.com.

Does JustLanded for WordPress come with demo data?


Demo Import

Yes, it does. We include our complete demo site with the package as an XML import. We also have an “Import Demo Data” as part of the admin interface that allows you to import all demo settings and contents that belong to the administration interface.

When importing demo data via the WordPress Import Tool, please ignore any error messages complaining about content types not being imported. This is perfectly normal and nothing to worry about. It’s the result of us shipping content for additional plug-ins, and with those plug-ins not being present WordPress will complain about it, but the import will still succeed.

When to contact Envato Support

Authors are experts on their own items, but if you're having trouble using the Marketplaces you should come straight to Envato Support.

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