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Legal

Support Policy

Last updated November 10, 2025

This page applies to BdThemes (bdthemes.com), a product of BdThemes. It follows the structure and intent of the policy published at bdthemes.com/support-policy/. For the authoritative version on the BdThemes corporate site, use that link.

BdThemes is committed to delivering quality customer support through multiple contact channels. We approach every support interaction with integrity and a genuine desire to resolve your issue as quickly as possible.

What Our Support Covers

Our support team is here to help you with:

  • Plugin bug identification and fixing.
  • Conflicts with third-party plugins and themes.
  • Server-blocking and hosting configuration issues.
  • Elementor panel loading errors.
  • Package upgrading and licence renewal.
  • Demo import and template library issues.
  • Account management on FastSpring and BdThemes store.
  • Refund policy queries and payment gateway errors.
  • Translator and WPML integration cases.
  • White label branding setup.
  • Theme compatibility issues.
  • Common WordPress issues (memory limits, 404 errors, missing pages, etc.).

We also assist with problems caused by infected third-party plugins, compromised theme files, server-side blocking, or accidental WordPress modifications — as long as they relate to a BdThemes product in use.

Eligibility for Support

Support is available to customers who have legally purchased a premium product or who use a free plugin downloaded from the WordPress.org repository.

Premium products must be purchased through official channels: the BdThemes store (store.bdthemes.com), individual product websites (elementpack.pro, primeslider.pro, etc.), or CodeCanyon. We do not provide support for products purchased from any other source.

Support Channels

We offer support through the following channels:

Our live chat support agent is available 24/7. For voice calls, please use WhatsApp and keep calls to a maximum of 20 minutes so we can assist all customers in a timely manner.

Response Times

Support operates on a first-come, first-served basis around the clock. We aim to respond to all support tickets and live chat messages within 24 hours. During peak periods or public holidays, response times may be slightly longer — please have patience and we will get back to you as soon as possible.

Invalid Support Requests

Support requests may be declined if you:

  • Cannot provide a valid purchase email address or order ID.
  • Have an expired or previously refunded licence.
  • Are using the product in an unsupported environment.
  • Have applied custom CSS or JavaScript that conflicts with the plugin.
  • Are reporting an issue unrelated to a BdThemes product.

No Support for Modified Plugins

We do not provide support for modified plugins. This includes null versions, unauthorised third-party integrations, security-bypassed copies, and modified older versions. Any modification or manipulation of a BdThemes plugin makes it ineligible for support. If you have modified a plugin and need help, please restore the original version first.

Out-of-Scope Requests

Our support team focuses on BdThemes products. We are unable to provide assistance with:

  • General web development training or consultancy.
  • SEO, marketing, or content strategy advice.
  • Full site migration or hosting transfers.
  • Compatibility issues with unsupported themes or plugins not related to BdThemes products.

Providing Access for Investigation

For complex issues, our support team may request temporary access to your WordPress dashboard or hosting environment. We strongly recommend providing credentials for a staging or testing site rather than your live production environment. Never share your credentials with anyone claiming to represent BdThemes outside of our official support channels.

Contact Support