An introduction to support on Envato Market

  • Envato staff look over every item before it can be sold on Envato Market.
  • 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.

Author support for this item

The author of this item, THEMECO, will respond to buyers’ questions and provide limited support through their own support system.

Additional information from THEMECO:

FREQUENTLY ASKED QUESTIONS: Be sure to read through the list of FAQs below.

PRE-SALES: Feel free to ask all pre-sales questions via the comments on our listing.

POST-SALES: Customer questions are handled through our forum. Register or Login.

Go to item support

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

Q: WHAT IS THE BEST WAY TO LEARN ABOUT X?


A: We have put together this 4-minute video in addition to this short 3.0 version video that covers all the incredible new features including Extensions. You can also browse our features.

Q: I’VE BOUGHT THE THEME AND HAVE A QUESTION. WHERE DO I GO?


A: As all support is provided in our Forum, the first thing you’ll want to do is register there. If you have already registered, you can login, and if you have forgotten your password, you can reset it on the login page. Once registered, please first head over to the Knowledge Base where you will find dozens of tutorials covering topics ranging from installation to features to troubleshooting potential issues.

At the top of our Knowledge Base and Forum, you will also see a large search box. This will search our entire Knowledge Base and the over 20,000 answered threads in the Forum. Please be sure to browse for answers to your questions there first as virtually every question you can ever think of has already been asked and answered.

Finally, if you are unable to find an answer to your question in the Knowledge Base or by searching the Knowledge Base or Forum, feel free to post a new thread. If you are new to the forum and member center, please read this thread on how to use it. Please remember that all questions are answered in the order they are received and we strive to respond within 24 hours although typically it is much sooner than that.

Q: I’VE REGISTERED FOR YOUR MEMBER CENTER BUT AM HAVING TROUBLE LOGGING IN. WHAT DO I DO?


A: If you have first registered for access to our member center and are having trouble logging in, please follow these steps.

  1. Be sure you have added our email info AT theme DOT co to your contact or white list. We have found that self hosted email address such as email AT yoursite DOT com can be particular about flagging things as spam/junk so be sure to first add our email address to your contact list then try the password reset again. Be sure to do this even if you are using a more standard service like Gmail or Yahoo.

  2. Use the “Forgot Password” link on our login page, and you will receive instructions via email for resetting your password. If you are not receiving the reset email please be sure you have added our email address to your contact list as outlined in point #1.

  3. If you have added our email to your contact list, attempted the reset password again, and are still not receiving a response – feel free to contact us, and we can manually reset your account. If you have sent us an email, we typically respond within a few hours although in extreme cases it might be up to 24 hours. If you have not heard back from us in 24 hours it is virtually always because responses we have sent are being bounced back to us. Feel free to contact us from a different email, Tweet us, post a comment to our ThemeForest comments, or send your best carrier pigeon, and we’ll be happy to assist further.

Q: I’VE GOT MULTIPLE SITES. CAN I USE THIS THEME MORE THAN ONCE?


A: All themes sold on ThemeForest are sold for a single use, so if you wanted to use X on say 3 sites, you would simply purchase 3 regular licenses. We thank-you ahead of time for your repeat business as this allows us to continue to both develop and support the best WordPress theme on the market!

Q: IS X GOOD FOR BEGINNERS LIKE ME?


A: We believe X is a good blend of high end functionality mixed in with intuitive controls appealing to both newcomers as well as experienced developers. Having said that, there is always a bit of a learning curve with any new product, and this is no different with a product as dynamic as X. Our member center – which can be accessed by registering here after purchase – is full of video tutorials and articles covering everything from WordPress basics to theme features to tips on customizations. You can also see this video of our Customizer in action. The Customizer is where you manage all adminstrative settings related to your site such as layout, typography, colors, etc. Be sure to browse through our full list of features in addition to reading through some of the testimonials and reviews from actual customers. You will see that there are many different skill sets and backgrounds of customers ranging from complete beginners to established veterans. We take great pride in both our product and support resources!

Q: IS X GOOD FOR PROFESSIONALS LIKE ME?


A: While X features many aspects that make it a great option for beginners, we certainly haven’t forgotten about our more advanced users. Great as a standalone theme, X can also be thought of as a framework that serves as an incredible foundation for any new project.

Our revolutionary Stack concept can easily be extended via child themes for complete customization. Start with an already existing Stack and modify its “Views” (i.e. templates) as needed, or create a new Stack from scratch taking advantage of X’s underlying functionality as a base. Additionally, we’re continually expanding on X’s already flexible nature by adding new action and filter hooks for developers to implement content or alter output in a snap.

We’ve found that even the most experienced developers have enjoyed working with the Customizer as it makes rapid prototyping a breeze. Trying out new navbar layouts, page structures, typography, and more are all only a click away without having to modify any core architecture of the theme. We work with many agencies and companies that use X as their default theme for future client projects, and we would love the opportunity to meet you and learn more about your business. Our largest client is a government agency, and we are quite familiar with the needs of variously sized organizations from small to large.

Q: DO YOU SUPPORT 3RD PARTY PLUGINS?


A: Customers are certainly welcome to extend the functionality of their X-powered site with the use of 3rd party plugins, however our policy is that unless they are integrated into the theme in some way (Revolution Slider, Gravity Forms, our own Extensions, etc) then we can not provide support or guarantee compatibility. The implementation, customization, and troubleshooting of any issues that may arise are the responsibility of each customer. Technically speaking, since X was developed according to development best practices, any well developed 3rd party plugin should play nicely with X, however due to the virtually limitless nature of things that can and often times do go wrong with software, we can’t support something that we have not first developed or integrated into the theme.

Q: HOW IS VISUAL COMPOSER INTEGRATED & DO YOU SUPPORT THE STANDARD VERSION OR 3RD PARTY ADDONS?


Visual Composer was developed to be customized on a theme by theme basis, and as such we have integrated a customized version of Visual Composer into X to use with our own Shortcodes (included as a separate plugin). While we do not support the standard version of VC nor 3rd party extensions to the plugin, we do support our integrated version. For customers who would like a more detailed writeup on how and why we chose to integrate VC in this manner, please read this article in our Knowledge Base.

Q: I’VE HEARD THAT “ALL-PURPOSE” THEMES ARE BLOATED & WILL SLOW MY SITE DOWN. IS THAT TRUE OF X?


A: Contrary to what you may hear, not all multi-purpose or all-purpose themes are bloated with respect to their code and development, and it is important to understand the intentions of those claiming as such (people simply saying what they’ve heard others say, competitors, those simply uneducated about a particular product, etc). It is true that when certain products integrate numerous features into a single tool they sometimes do so at the expense of things like performance, however since we can only speak to our own product, here is what you need to know as far as X is concerned.

From our very first drafts at the proverbial drawing board, it has always been our highest priority with X to never implement new features at the cost of performance. X is a completely custom theme from the ground up and isn’t based on any prior framework, which means that we ultimately have complete control over how things are managed and implemented throughout the product.

For instance, styles and scripts are conditionally loaded based on theme settings. With our Stacks (unique designs built into X) none of Integrity’s CSS gets loaded into the browser while Renew is active, similarly to how some of Icon’s unique JavaScript is not output if Ethos were your Stack of choice.

Additionally, we’ve taken care of minifying and concatenating all of our CSS and JavaScript before shipping the theme. This professional practice is done to ensure that there are fewer HTTP requests in the clients browser and that file sizes are kept as small as possible for quick and speedy downloads. Typically this is one more “tweak” users must implement on their own websites via third-party plugins and a lot of extra configuration. With X, things come ready for you right out of the box.

Furthermore, updates such as this one reveal just how far we’ll go to ensure features are not developed at the expense of performance. We are constantly asking the question how things can be done better, faster, and with performance in mind. The release of our Extensions are another example of this. These tools introduce high level functionality into completely separate plugins so as to keep the main theme lean and optimized.

We have also put together a detailed article in our Knowledge Base that covers many of the user side performance configurations that customers can make to their own sites to further optimize. These are things that go beyond the development of the theme an are an important piece in the overall performance strategy since there are things that are completely outside our control such as image compression, browser caching, CDNs, hosting environments, and more.

Q: I’M EXCITED TO GET STARTED…WHERE CAN I BUY?

When to contact Help Team

Authors are experts on their own items, but if you're having trouble using Envato Market you should come straight to Help Team.

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