Support policies

Last updated: 30 July 2026

This page explains what our support covers, what it doesn’t, how long it lasts, and how to get the fastest possible answer. It applies to all products sold on wpcodify.com, and to ThemeOri items purchased on ThemeForest.

1. How long support lasts

Unless a product page says otherwise, every purchase includes one year of support and updates from the date of purchase.

  • Lifetime licence means you own the product permanently — a one-time payment, no recurring fee. It does not mean unlimited years of support and updates.
  • After the included year ends, the product keeps working. You simply stop receiving new versions and ticket support.
  • You can renew support and updates where renewal is offered on the product page or in your account dashboard.
  • Security fixes may be released to all customers at our discretion, including those outside their support period, when we judge an issue serious enough.

Your support expiry date is shown in your account dashboard under Downloads, and on any ticket you open.

2. Who can get support

Support is available to the licence holder — the person or business who purchased the product, or the person the licence was legitimately transferred to.

To open a ticket you’ll need one of the following:

  • Your wpCodify account, if you bought from wpcodify.com. Your orders and licences are already linked.
  • Your purchase code, if you bought on ThemeForest. We verify it against Envato before answering.

We verify entitlement because support time is included in the price, and verification is how we keep it available to the people who paid for it.

3. What support includes

During an active support period we will help with:

  • Answering questions about the product’s features and how they’re meant to be used.
  • Bug reports — investigating and fixing defects in our code.
  • Compatibility issues with current versions of WordPress, PHP and the page builders our product officially supports.
  • Bundled third-party components that ship with the product, where the issue is in how we integrated them.
  • Licensing help — activation problems, moving a licence between domains, lost keys, tier upgrades.
  • Documentation gaps — if the docs are unclear or wrong, tell us and we’ll fix them.
  • Guidance on intended use — pointing you to the right setting, hook or template to achieve a documented outcome.

4. What support does not include

The following fall outside support, whether or not your support period is active:

  • Customisation and custom development. Changing how the product works, building new features, writing custom CSS/PHP/JS for your project, or adapting a design beyond the options provided.
  • Installing WordPress, themes or plugins for you, or configuring your server. We assume a working knowledge of WordPress.
  • Third-party plugins and themes we didn’t build, including conflicts they cause. We’ll usually help you identify the conflict, but fixing another developer’s code is their job.
  • Hosting and server issues — PHP versions, memory limits, file permissions, mod_security rules, SSL, DNS, email deliverability, caching layers. Your host is the right contact.
  • General WordPress training, HTML/CSS/PHP tuition, or teaching how to use a page builder.
  • Site migration, backups, speed optimisation or SEO work.
  • Content, image or translation work for your site.
  • Restoring a site you broke by editing product files directly or applying an untested change to production.
  • Products bought from unauthorised sources, including nulled or resold copies.

If you need work that falls outside support, tell us anyway — we may be able to quote for it or point you to someone who can help.

5. Response times

We aim to respond to tickets within 24–48 hours on business days. In practice most tickets get a first reply sooner.

  • Business days are Sunday to Thursday, 10:00–18:00 (GMT+6).
  • Tickets opened on weekends and public holidays are answered on the next business day.
  • Response time is not resolution time. A question may be answered in minutes; a bug fix may need a release cycle of several days.
  • Complex issues may need several exchanges. Please keep the conversation in one ticket rather than opening duplicates — duplicates slow everyone down.

6. How to get help fastest

Before opening a ticket:

  1. Check the documentation at https://wpcodify.com/docs — most questions are answered there.
  2. Update to the latest version. A surprising number of reports are already fixed.
  3. Test for conflicts. Deactivate other plugins and switch to a default theme temporarily. If the problem disappears, you’ve found a conflict — tell us which plugin.

When you open the ticket, include:

  • The product name and version, and your WordPress and PHP versions.
  • A clear description of what you expected and what happened instead.
  • Steps to reproduce the problem.
  • Screenshots or a short screen recording — these save more time than any other single thing.
  • Any error messages from the browser console or PHP error log.
  • Temporary admin access if you’re comfortable providing it and the issue needs it. Never send passwords in plain text where you can avoid it — use the ticket, not public channels, and revoke access once we’re done.

7. Fair use

Support is included in the price on a fair-use basis. We reserve the right to limit or decline support where requests are excessive relative to the licence purchased, where a single ticket expands into open-ended custom development, or where the same questions are repeatedly asked after being answered.

We also expect basic courtesy. Our team will always be professional with you, and we ask the same in return — abusive, threatening or discriminatory messages will end the conversation, and may end the account.

8. Bug reports and feature requests

  • Bugs are prioritised by severity. Security issues and site-breaking faults come first; cosmetic issues are batched into the next scheduled release.
  • Feature requests are genuinely welcome and we track them, but we can’t commit to timelines or guarantee that any particular request will be built.
  • Security vulnerabilities should be reported privately to support@wpcodify.com rather than in a public ticket or comment, so we can release a fix before details circulate. We’ll acknowledge your report and credit you if you’d like.

9. Product lifecycle and end of life

If we retire a product, we will announce it on the product page and by email to affected customers. Where practical we give 6 months’ notice, continue to provide security fixes during that period, and suggest a migration path. Retired products remain downloadable from your account for 12 months after end of life.

10. Support for ThemeForest purchases

ThemeOri items bought on ThemeForest are covered by Envato’s Item Support Policy, which sets the standard scope of author support across the marketplace. Envato’s supported items include a defined support period from the purchase date, with the option to extend or renew it, and the policy sets out that items in the “Web Themes and Templates” and “Code” categories exclude things like installation on your server and customisation beyond the item’s intended use. The current policy is published by Envato at:

  • https://themeforest.net/page/item_support_policy

For those purchases, verify your purchase code when opening a ticket and we’ll take it from there. The scope described in sections 3 and 4 of this page reflects that policy.

11. Languages

Support is provided in English. We’re also happy to read Bangla, but replies are written in English so that any team member can pick up your ticket.

12. Contact

Open a ticket: https://wpcodify.com/support Documentation: https://wpcodify.com/docs Security reports: support@wpcodify.com Billing and refunds: support@wpcodify.com