How to Get Support
Last updated
Last updated
The copy of Motors includes 6 months of complimentary item support from the purchase date. During those 6 months, our support team is available to provide swift assistance to figure out any potential issues you have in using the theme.
Important notice! Our Support Team acts within the scope of ThemeForest support policy. The full definition of support is available here.
Theme support is a service provided directly by our agents through our Official Support Website. Support is limited to questions regarding the theme’s features or problems with the theme and bundled plugins. We are not able to provide support for code customizations or third-party plugins.
If you need help with anything other than the included features of the theme, we suggest contacting our Theme Customization Team.
To speed up your request processing, we require that you follow all the steps below before submitting a new support ticket. It's crucial and will help make the entire process more efficient. We respectfully demand that everyone who submits a support request follow these steps.
Ensure you are running the most recent version of Motors and that all the core plugins are up-to-date.
Always check for theme release notes.
Check our documentation for the answer to your question.
Try to disable any additional 3rd party plugins to see if this fixes the issue.
Try to switch to the main theme in case you are using the Child theme
Make sure you’ve cleared your browser and website caches.
If you cannot find the answer to your question, fill out this form and our Support Team will assist you.
You can reach our support page by clicking the Submit a Ticket button on the Motors Dashboard
Or click here and log in using the Login with Envato button to enter your support account. It will synchronize with your Envato account and verify your purchase.
2. Select Create a Ticket link at the top of the profile page.
3. Choose a Purchased Theme License option.
4. Select the Motors item from the list of themes.
5. Fill out the form and submit your ticket.
Reminder: remember to provide clarifying screenshots and add admin access to your website in your ticket to speed up the help process.
On the Motors Dashboard, you can generate admin access to your website for convenient interaction with the support team.
A popup window with a generated link and deactivation button will appear:
The support options available to you depend on when you make the support purchase.
A support upgrade is 6 months of additional support that can be purchased at the time of buying the item.
A support extension is 6 months of support that can be purchased at any time after the initial purchase of the item, provided the current support period hasn’t expired.
A support renewal is 6 months of support that can be purchased after any existing support for an item has expired.
To be eligible to extend or renew the support, you must have less than 6 months of support remaining and the author must still be supporting the item. You will then be able to purchase a support extension or renewal from the Downloads or Item page. The cost of support is determined by the type of support and is calculated as a percentage of the item price (the price paid to the author for the item license).
In order to extend or renew an item's support offering, you must have less than 6 months of the existing support period remaining, and also the author must still be offering support on their item.
To renew the support component on an item, please follow these steps:
Log in to your account
Hover over your username and click 'Downloads' from the drop-down menu.
The Downloads section displays a list of all the items purchased using your account.
Click on 'Renew support now!' or ‘Extend now’ next to the item you wish to renew the item support for, and that’s it!
There are two reasons why you are unable to extend or renew support:
You have more than 6 months of support remaining on your current support grant; or
The author has been nominated to no longer support the item.
If you have questions, and you are not able to create a ticket, then you can join our Facebook Motors Theme Community, where the other theme users share their experiences.
You can reach the Community via the Motors Dashboard:
