18 comments found.
Unfortunately, their customer support never responds to emails or messages — a very disappointing experience.
Hi there, we don’t see any ticket from your account. Please create a support ticket here: https://keystonethemes.authordesk.app/customer/tickets/create
The support is to bad, I want to get my refund its been 2 days no response.. if there is no support then whats the point of purchasing the theme
Important Update & Apology for Delayed Support
Dear Valued Customer,
We sincerely apologize for the delay in responding to your support tickets. The reason behind this is that we are actively working on a new and advanced theme technology, which is taking more time than expected. However, we promise that within the next 10 days, you will have a better, faster, and more user-friendly theme at your fingertips—featuring auto-updates and 0 errors for a seamless experience.
Once the new version is available, you will receive a new update directly in your Envato account, ensuring that you can easily upgrade to the latest version.
To make up for any inconvenience caused, we are offering free theme installation to help you get started effortlessly.
We truly appreciate your patience and understanding, and we recognize how important this is for your business. Your support means everything to us, and we are committed to delivering the best experience possible.
Thank you for being a part of our journey!
Best regards, Keystone Themes Chiranjit Hazarika
Why is tech support not responding?
Important Update & Apology for Delayed Support
Dear Valued Customer,
We sincerely apologize for the delay in responding to your support tickets. The reason behind this is that we are actively working on a new and advanced theme technology, which is taking more time than expected. However, we promise that within the next 10 days, you will have a better, faster, and more user-friendly theme at your fingertips—featuring auto-updates and 0 errors for a seamless experience.
Once the new version is available, you will receive a new update directly in your Envato account, ensuring that you can easily upgrade to the latest version.
To make up for any inconvenience caused, we are offering free theme installation to help you get started effortlessly.
We truly appreciate your patience and understanding, and we recognize how important this is for your business. Your support means everything to us, and we are committed to delivering the best experience possible.
Thank you for being a part of our journey!
Best regards, Keystone Themes Chiranjit Hazarika
Hi there,
We’re sorry for the inconvenience you’ve faced with the activation process. The Envato Purchase Code and Envato Username are required for license verification, and they can be retrieved from your Envato account under Downloads > License Certificate.
However, we understand your frustration, and if you prefer, we can process a refund for your purchase. Please submit a refund request through Envato: https://themeforest.net/refund_requests/new , and we’ll approve it promptly.
Let us know if there’s anything else we can assist you with.
Best regards, Keystone Themes
I bought the Lunax theme – I liked it, because there are very few marketing themes where everything is not piled up in a pile, but there is at least some idea, conciseness. But the theme does not respond to changes. I added a logo in the settings – nothing on the site has changed. I edited the footer – 0 reactions. I wrote to support 4 days ago – 0 reactions. It seems that the company has put a bolt on the appeal and does not respond at all…
Important Update & Apology for Delayed Support
Dear Valued Customer,
We sincerely apologize for the delay in responding to your support tickets. The reason behind this is that we are actively working on a new and advanced theme technology, which is taking more time than expected. However, we promise that within the next 10 days, you will have a better, faster, and more user-friendly theme at your fingertips—featuring auto-updates and 0 errors for a seamless experience.
Once the new version is available, you will receive a new update directly in your Envato account, ensuring that you can easily upgrade to the latest version.
To make up for any inconvenience caused, we are offering free theme installation to help you get started effortlessly.
We truly appreciate your patience and understanding, and we recognize how important this is for your business. Your support means everything to us, and we are committed to delivering the best experience possible.
Thank you for being a part of our journey!
Best regards, Keystone Themes Chiranjit Hazarika
I am having problem with this theme that Main Plugin of this theme is not working due to which our website is down. I am continuously dropping email to support, to get solution, however, nobody is bothering to provide support. I have downloaded many paid themes from envato but this theme support is pathetic and seems they are irresponsible towards their clients. If you are not able to provide specific solution then please refund our money so that we can purchase another theme.
Hi there,
I’m really sorry to hear about the issues you’re facing with the theme and the lack of response from support. I completely understand your frustration, and I want to assure you that we are here to help and are committed to resolving your issue as quickly as possible.
To assist you more efficiently, please create a support ticket via our help center: https://help.keystonethemes.com
By creating a ticket, we can track your issue and make sure it gets addressed by the right team. Please provide the following details in your ticket: 1. The specific error or problem you’re experiencing with the main plugin. 2. Any error messages or logs related to the issue. 3. Information on the steps you’ve already taken to resolve the problem.
If you’re still unhappy with the support or the theme after we’ve assisted you, we will consider the next steps, including a refund, in accordance with our refund policy.
We appreciate your patience and understanding, and I’m confident we can resolve the issue as quickly as possible.
Best regards, Chiranjit Hazarika Keystone Themes Support
1. The specific error or problem you’re experiencing with the main plugin. Answer: Lunax Theme Builder. – When This main Plugin is activated the website is not working and showing error as “There has been a critical error on this website.”
2. Any error messages or logs related to the issue. Answer: Error Msg = There has been a critical error on this website.
3. Information on the steps you’ve already taken to resolve the problem. Answer: We have deactivated the plugin “Lunax Theme Builder” so that at least the website will run with the little issue on the header and other layout.
I have raised a ticket on above said link where I have attached error log file as well.
Important Update & Apology for Delayed Support
Dear Valued Customer,
We sincerely apologize for the delay in responding to your support tickets. The reason behind this is that we are actively working on a new and advanced theme technology, which is taking more time than expected. However, we promise that within the next 10 days, you will have a better, faster, and more user-friendly theme at your fingertips—featuring auto-updates and 0 errors for a seamless experience.
Once the new version is available, you will receive a new update directly in your Envato account, ensuring that you can easily upgrade to the latest version.
To make up for any inconvenience caused, we are offering free theme installation to help you get started effortlessly.
We truly appreciate your patience and understanding, and we recognize how important this is for your business. Your support means everything to us, and we are committed to delivering the best experience possible.
Thank you for being a part of our journey!
Best regards, Keystone Themes Chiranjit Hazarika
Like all the other comments, I am unable to install demo content. I created a support ticket and am awaiting a reply. I will leave it for 14 days. If no solution is provided, I will report this to Trading Standards, as it is clear I am not alone in this boat, and this is a common issue without any public solution.
Hi there,
Thank you for reaching out, and I’m sorry to hear about the trouble you’re experiencing with installing the demo content. I understand how frustrating this can be, and I assure you we’re here to help.
To address this issue quickly, please contact us through our official help center: https://help.keystonethemes.com
Our support team is actively assisting customers, and this is the best way to ensure your ticket is tracked and resolved promptly. Please include details about the issue (e.g., error messages, steps you’ve taken, etc.) to help us assist you efficiently.
We’re committed to resolving your concerns and ensuring your satisfaction with the theme. Thank you for your patience, and I look forward to helping you!
Best regards, Chiranjit Hazarika Keystone Themes Support
I downloaded it from Envato Elements. Demo cannot be imported. Unfortunately, you do not have access to this page error is given. Also, the admin panel is extremely slow. It may look very nice in design, but the coding is very bad.
Please contact us via our help center https://help.keystonethemes.com
Unable to import the demo.
Invalid byte position (current: 0, received: 0) ??
Hi there,
We’re sorry to hear you’re experiencing issues with importing the demo. Unfortunately, we couldn’t locate your website to check the error.
Please contact us via our support desk so that we can resolve your issue as quickly as possible: https://help.keystonethemes.com/
Looking forward to helping you!
I have already submitted a ticket.
Hi there,
Thank you for letting us know! We’ve received your ticket and our support team will review it as soon as possible. We’ll get back to you shortly with a solution.
Thank you for your patience!
Best regards, Thank You.
preloader is loading right-side corner (bottom) in mobile devices.
Please contact us via email for technically help: hikeystonethemes@gmail.com
Hi there, please ensure you have a stable internet connection. If you continue to experience issues, feel free to reach out to us at hikeystonethemes@gmail.com.
theme loads unsolicited resources on top of other plugins
Hi there, It seems you haven’t purchase the theme on themeforest.net and currently we are unable to see your error. Please contact our support team for further help.
You can contact our support team here: https://help.keystonethemes.com
Thank you.
impossible to see the theme demo
Hi there, Thanks for your comment. You can check the demo by clicking on “Live Preview” or you can directly view the demo site here: https://lunax.keystonedemo.xyz/
Feel free to let us know if you need any help.
Thank you.
so far the link you sent is inaccessible
Thanks for your feedback! We checked our demo site with multiple devices & networks and it’s working from our end. We kindly request that you check the demo site with another device or browser.
Hello I have just activated the VPN so that it works it is not normal if you want to sell you must not put any restrictions on the product
Hello,
Thank you for reaching out. We want to assure you that there are no restrictions on our product. You can freely access and view our demo site without any limitations. If you’re encountering any issues, please let us know, and we’ll be happy to assist you further.
Best regards,
Keystone Themes
Congratulations GLWS 
Thank you very much.
Good luck!
Thank you MPIthemes
Nice Work, Congratulations GLWS
Thank you! We appreciate the recognition. Your encouragement means a lot to us. GLWS to you too! If there’s anything else we can do for you, just let us know. Cheers!
Congratulations GLWS
Thank you! We’re really excited about it. Your support means a lot!
AWSOME Design
We’re delighted you think so! Your appreciation means a lot. If you have any suggestions for improvement, we’re all ears!
Great Work,Congratulations GLWS
Thank you so much! We really appreciate your kind words and support. It means a lot to us.
