We prepare a clear support case for a theme vendor — the specific issue, reproduction steps, relevant screenshots or code — since theme support teams, like plugin vendors, respond faster and more usefully to a precise, well-documented case than a general complaint.
Theme vendor support case preparation
A support case prepared for a theme vendor with the detail and evidence their team needs.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
What we need from you
- A clear description of the theme issue you’re experiencing
- Access sufficient to reproduce and document the issue
- Your theme licence or support access details, if applicable
This or something else?
| You want a technically detailed support case prepared and submitted to a theme vendor | This fix covers it |
| The issue is something we can work around or fix directly, without needing the vendor | The relevant direct fix instead, likely faster if a workaround genuinely exists |
| You want a plugin vendor bug report, not a theme-specific case | Plugin vendor bug report preparation, the plugin-specific equivalent |
| Your theme itself is nulled or unlicensed and needs replacing | Nulled theme/plugin replacement with licensed versions, a different, more foundational fix |
What we do
- Reproduce the theme issue and document exact steps
- Gather relevant screenshots, code snippets, or environment details
- Write a clear, precise support case
- Submit it through the vendor’s support channel
- Follow up if the vendor requests additional information
What is included
- A clear, technically detailed support case
- Submission through the vendor’s support channel
- Follow-up if additional information is requested
- A written summary of the outcome
Not included
- Guaranteeing the vendor resolves the issue or provides a timeline, which remains their decision
- Building a custom workaround ourselves, if that’s a separate, more direct option
- Replacing a nulled or unlicensed theme — a separate, more foundational fix
- Ongoing communication with the vendor beyond this specific case
Questions about this fix
Why would this get a faster response than contacting the vendor myself?
A precise case with clear reproduction steps and supporting evidence is easier for a theme support team to act on quickly, compared to a general description of the problem.
Can you guarantee the vendor fixes the issue?
No — we can prepare a thorough, actionable case, but whether and when the vendor addresses it remains entirely their decision.
What if my theme licence has expired?
Many vendors require an active licence for support — if that's the underlying issue, worth confirming with the vendor directly, since a support case alone won't resolve an expired licence.
Is this different from replacing a nulled theme?
Yes, that's a separate, more foundational fix for a theme that isn't properly licensed at all; this assumes a legitimately licensed theme with a specific issue needing vendor support.
Would you also attempt a workaround while waiting on the vendor?
If a genuine, direct workaround exists, that's a separate fix we can discuss doing alongside or instead of the vendor case.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.