Support Policy

Support Ticket

If a buyer is eligible for support, they must open a support ticket for the particular product.

What's Included in Item Support?

Response Time: Our response time may take up to 2 business days or longer in some cases. We close tickets with no reply from the customer for 72 hours. Our working days are Monday to Friday.

Answering Questions About How to Use the Item: During the item support period, we will be available to answer your general questions about the item and how to use it. For example, "How do I create a user and assign them a subscription package manually?" Responses to these types of questions can come in various formats, including directing you to an already documented response.

Item Updates to Ensure Ongoing Compatibility and Resolve Security Vulnerabilities: If a supported item includes a third-party asset (e.g., a plugin) or is intended to work with third-party software or platforms (e.g., a CMS), we will ensure the item remains compatible if the software or platform version is updated. This includes any security updates to third-party assets. Item updates of this type will generally be delivered as version updates available to all buyers. Choosing a supported item (or upgrading to extended support) ensures you’re getting an item that’s backed by us.

What's Not Included in Item Support?

Item Customization: Item support does not include services to modify or extend the item beyond the original features, style, and functionality described on the item page. For customization services to tailor the item to your specific requirements, we recommend hiring an expert in that field. Please be informed that we do not provide any customization services, and we will not support a customized item even if it is supported.

Installation of the Item: Buyers have varying levels of experience with different software platforms and technologies, and getting your item up and running can depend on many variables specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server. However, we do provide paid installation and Facebook app submission services.

Hosting, Server Environment, or Software: We are not required to support issues related to your web hosting or server environment, or issues with the software you’ve installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation to help solve your issues.

No Support Scenarios

We will not provide support in situations like the following:

No support will be provided if the corresponding transaction ID is not attached to the ticket.We will not provide support for a deleted item even if it has a valid support claim.Our items may use third-party APIs like Facebook, Instagram, Google, but please be informed that we are not affiliated with or authorized, maintained, sponsored, or endorsed by any API-providing organization like Facebook, Instagram, Google, or any of their affiliates or subsidiaries. Therefore, we cannot resolve any issue originated by API-providing organizations unless they resolve it.

In no way are we associated with Facebook. Once you leave Facebook, the responsibility is no longer on any Instagram-owned entity. Your information and privacy are secure and will never be shared. Facebook is not associated with this website or anything herein.

For any questions, contact us at: [email protected]