Got a problem that the Plugins Guide can’t fix or not listed in there? Here is a guide in reporting your problems effectively.
We listed some guidelines to assure that we can understand your concerns better.

 

New Support Policy

To our dear customers,

Envato has modified their Item Support Policy, and as authors in Envato, we are following this. This will be applied to the new users who have purchased our items as of September 1, 2015.

* You will be able to get support for 6 months (or 12 depending on what you selected)
* After the support period you will still be able to receive updates to our items normally

Envato also mentioned that there will be a six month item support limit (effective starting September. 1, 2015) to our existing users who purchased their plugins before the prior date.
We have extended the six month limit to one year. This is to show our appreciation to all of our beloved customers who helped us to improve our plugins.

You can read more about Envato’s Item Support Policy update here: http://codecanyon.net/page/item_support_policy

 

Support Guidelines

An Efficient Way to report an issue using Support System.

1. Double-check the Plugins guide if the solution is there. Just file a ticket when its not in the list or when its too hard to understand.

2. Please be Specific with your reports. For an example:

WRONG: My parallax plugin is broken!

CORRECT: My parallax plugin doesn’t work particularly in Internet Explorer, when I am scrolling that is where the issue happens. Up and Down parallax doesn’t work as how it should. I am using Internet Explorer 11 in Windows 7 64-bit.

3. Adding up the important details will be very helpful. Particularly the browser, version and OS you are using. Screenshots and Sample Pages will also help.

4. In case that problem is hard to trace, providing us your Backend details like Website URL and Admin Login will help us pinpoint the problem. And when you do, always remember to click on the ‘Mark as Private’ checkbox. This will secure your account. We also assure you that we’ll only touch our plugin and create a sample page in your site. We’re not gonna modify or delete anything else.

IMPORTANT: Keep your login details and plugin copies secured. Tick on ‘Mark as Private’ checkbox when sharing an important detail to us. We assure you that anything your provide us will be kept as private and secured. And we highly recommend you to just send us an e-mail when you share your plugin copies. We will only use the details provided for testing and debugging purposes.

5. Close the ticket as soon as the problem is resolved. This way, we’ll know that the problem has been resolved.

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I think my plugin is having a conflict with my Theme/Other Plugin

1. Before escalating this matter to us, please make sure that the issue is proven. Better if you can also provide us the tools and means to recreate the conflict and the behavior it produces.
You can provide us a Backend Access to your site or a Copy of the plugins that you suspected to have conflict with. You can either send us a private reply or an e-mail for this one.

You can e-mail it to: ms(dot)mancilla(at)gambit(dot)ph

IMPORTANT: Keep your login details and plugin copies secured. Tick on ‘Mark as Private’ checkbox when sharing an important detail to us. We assure you that anything your provide us will be kept as private and secured. And we highly recommend you to just send us an e-mail when you share your plugin copies. We will only use the details provided for testing and debugging purposes.

2. Adding up the important details will be very helpful. You can tell us more about what behavior does the conflict produces.

  •  If the suspected plugin is a VC Addon with various contents, please look up which triggers the problem. Some problems can be triggered by just activating the plugin, some can only be triggered by putting a certain content in the same page.
  • Check your console for possible JavaScript errors. Look up where the error originates.

3. Please be patient as it will take some time to fix some conflicts depending on severity and how much modification we need to produce.

IMPORTANT: We will also assess on how much modifications needed to fix the conflicts. Please check the Scope of our Support System.

IMPORTANT: If the theme you are using doesn’t allow any use of Third Party Plugins, this will be no longer covered by our Support System.

4. Close the ticket as soon as the problem is resolved. This way, we’ll know that the problem has been resolved.

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Support FAQs

I filed my ticket. But why nobody is answering it?

Our office hours is between 9AM-6PM from Mondays to Fridays at GMT +8. That is when replies are to be expected.
Schedules may also change on holidays or calamities. We’ll post a warning regarding it if so.

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I was trying to reply, but my ticket is closed.

It is probably because your ticket’s been there for ages. Our support system will automatically close tickets if left with no replies for some weeks.

But that doesn’t mean that we’ll no longer entertain your concerns. All you can do is make a New Ticket, post the continuation and link us to your older ticket.

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Nobody is replying for some weird reasons.

This is probably caused by some technical issues or so. In this case, you can send us an e-mail containing a link to your ticket.
You can send it to: ms(dot)mancilla(at)gambit(dot)ph 🙂

We’ll reply as soon as we can.

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What does 'Waiting for Reply' tags mean?

Those are tickets that have pending replies. Mostly we mark the tickets as ‘Waiting for reply’ when we expect some details regarding one’s ticket.

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What is the scope of the Support System? Can it assist us with other things like creating our websites?

Unfortunately, we do not support things that is ‘beyond’ our plugins and themes.

We only support with regards to all our plugins and their functions. This includes of supporting the plugin/theme in case of bugs and difficulties of usage.

Here are some examples of what we exactly support:

  • Bugs, errors or abnormal behaviors caused by our plugins/themes. (proven that it is really caused by our plugin/theme.)
  • Difficulties in using our Plugin/Theme.

Here are some that we need to assess before supporting: (This is likely to be supported or not depending on our developers.)

  • Conflicts with our Plugin/Theme will be assessed according to how much we need to modify our scripts. We cannot change our plugin/theme entirely just to suit on your other plugins/themes.
  • Suggestions that will heavily modify our Plugins and/or Themes.

And here are the things that we cannot support:

  • Integrating our plugin with other plugins/themes in such way that we’ll need to modify other plugins/themes as well.
  • Making our plugin work in a theme that doesn’t allow Third Party Plugins.
  • Modifying your plugin/theme that is not our product.
  • (Re)Creating your website, partially or totally.

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Can I get a refund from your products in case of problems?

The Refund System and Policies is something we cannot process in our support system. If you want to ask a refund, this will be tackled between you and Envato Market. All purchases are considered final with only the following exceptions below.
As our products are sold through Envato, they have their own refund policies as listed here.

Refunds will only be entertained in the following conditions:

  • As stated in Envato: broken, malfunctioning or corrupt, or doesn’t work as described products can be refunded.
  • For example, a feature EXPLICITLY stated to work but does not, and WordPress versions and plugin versions, human error, compatibilities and conflict are ruled out.
  • The plugin fails to load, work or features explicitly declared fails to function under UPDATED vanilla/stock WordPress installations and in standard server configurations.

Refunds will NOT be entertained in the following conditions:

  • Requesting a refund due to a mere change of mind.
  • “Doesn’t work as described” doesn’t count if you have failed to read/understand our plugin’s prerequisites/compatibilities and DOCUMENTATIONS.
  • Requesting a refund due to not realizing that a particular plugin REQUIRES Visual Composer.
  • “Broken and Malfunctioning” doesn’t count conflicts with your theme/other plugins. However, we are willing to help you resolve the problem as long as it is within our capacity.
  • The plugin has caused you any kind of damage, be it (but not limited to) physical, mental, psychological or the like.

Generally, all requests for a refund must require that all efforts of support has been exhausted.

If you think that the refund fits with the criteria then you can proceed on Envato’s Refund Request form.

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