# Get support

> What theme support covers, how to open a ticket, and what to include so we can help you quickly.

Source: https://seventhqueen.com/docs/common/getting-support/

Our support team helps you use the theme you bought and fixes problems in it. Support follows the [Envato item support policy](https://themeforest.net/page/item_support_policy).

## What support includes

- Answers to questions about the theme's features and settings.
- Help with bugs in the theme and in the plugins that come with it.
- Help with importing the demo content and setting up the theme like the demo.
- Updates that keep the theme compatible with WordPress, PHP and the main plugins, and fix security issues.

## What support does not include

- Custom design or development work, such as new features or layout changes that the theme does not offer.
- Problems caused by third-party plugins, custom code or your hosting. We will still tell you what we see if it points somewhere else.
- Installation or site building services.

## Support period

Every ThemeForest purchase includes 6 months of support. You can extend it to 12 months on ThemeForest, on the theme's page. Theme updates stay free for the lifetime of the item, with or without active support.

## Before you open a ticket

Many problems are solved in a few minutes with these steps:

1. Search these docs (the search box at the top, or <kbd>Ctrl</kbd> + <kbd>K</kbd>) and check [Common errors](https://seventhqueen.com/docs/common/common-errors/).
2. Update WordPress, the theme and the bundled plugins (how: [KLEO](https://seventhqueen.com/docs/kleo/theme-updates/), [Typer](https://seventhqueen.com/docs/typer/theme-updates/), [SeeKo](https://seventhqueen.com/docs/seeko/theme-updates/), [SweetDate](https://seventhqueen.com/docs/sweetdate/theme-updates/), [BuddyApp](https://seventhqueen.com/docs/buddyapp/theme-updates/)).
3. Follow [Troubleshooting an issue](https://seventhqueen.com/docs/common/troubleshooting-an-issue/): turn off caching, then other plugins, to find the cause.

## Open a ticket

Go to [Submit a ticket](https://my.seventhqueen.com/dashboard/submit-ticket/) in your SeventhQueen account. Include:

- **Your site URL** and the URL of the page with the problem.
- **What you did, what you expected and what happened.** Screenshots or a short screen recording help a lot.
- **Versions**: theme, WordPress and PHP. You can copy them from **Tools > Site Health > Info > Copy site info to clipboard**.
- **What you already tried**, for example the troubleshooting steps above.

If we need to log in to your site, we will ask in the ticket. Create a separate administrator account for us and delete it when the ticket is solved; never send your own password. Do not post passwords, purchase codes or API keys in public places.

## Report a security issue

If you find a security problem in one of our themes or plugins, open a ticket with the subject **Security** and the details. Please do not publish it before we have released a fix. We treat these reports first.