Support Policy

Self-Service

Did you know we have a new AI chatbot? Ava is fully trained in our theme documentation and can quickly point you to the answers you need. Head to the Support Center and click the chat icon in the lower right corner to get started! 🤍

Support Avenues

17th Avenue provides theme support exclusively through the support ticket form. Support is not offered through social media (Instagram, Facebook, etc), Etsy, or Creative Market. We do not offer phone support.

Support Hours & Availability

We strive to respond within one business day to all support tickets. Our support hours are Monday – Friday, 10am to 5pm EST.

If you don’t hear from us after two business days, check your spam folder. If it’s not there, we likely did not receive your ticket. You can either resubmit your ticket or email us directly at support (at) 17thavenuedesigns.com with the ticket requirements listed below.

Ticket Requirements

When submitting a support ticket, you must include the following information:

• First & last name you used when ordering
• Email address
• Valid order number (or other proof of purchase)
• Website URL
• WordPress dashboard login information

If any of these items are missing, we’ll need to request the info from you, which means support will be delayed.

Confirmation Email

You will receive a confirmation email after submitting your ticket. If you did not receive a confirmation email and it’s not in your spam folder, we most likely did not receive it. In that case, please go ahead and resubmit your ticket!

WordPress Login Credentials

You will be asked to provide your WordPress dashboard login credentials (username and password) on your ticket. It’s essential that we receive this information so we can log in and help troubleshoot your issue quickly and efficiently. Your information is kept safe and secure and will be removed from our system after we have assisted you.

If you prefer, you can set up a separate support account on your site so you don’t have to share your personal login information.

Solved Issues

If you found a resolution to your problem before we respond, wonderful! We would love it if you could reply to your support ticket confirmation email letting us know your issue is resolved.

Third Parties

We are not able to provide for support for any third-party entities. This includes:

• E-Commerce plugins (WooCommerce, Easy Digital Downloads, SureCart, etc)
• Translation plugins (WPML, Polylang, etc)
• Other plugins (Ninja Forms, Instagram Feed, WP Recipe Maker, etc)
• Mailing list services (Mailchimp, ConvertKit, Flodesk, etc)
• Advertisement agencies (MediaVine, Google Adsense, etc)
• Miscellaneous third-parties (Google Analytics, Google Search Optimization, Pinterest Rich Pins, etc)

If you have an issue with one of these plugins or services, please reach out to their support directly.

Third Parties

Our themes are optimized for the WordPress block editor, and we advise against using third-party page builder plugins. These plugins often completely override theme functionality and you may encounter bugs, which is why we can’t offer support for these plugins. This includes Divi, Elementor, WPBakery, Thrive Architect, Beaver Builder, and any similar plugins.

If you’re looking to create advanced page layouts, we love + recommend Kadence Blocks. Kadence Blocks extends the capabilities of the block editor, providing you with endless layout options – without fully replacing the editor like a page builder plugin does. Plus, it seamlessly integrates with both Genesis-based and Kadence-based themes!

Customizations

Customizations to your theme are not included with theme support. We define “customization” as modifying the appearance or functionality of your theme to something different than what is shown in the theme demo. Some examples would include: changing the fonts, changing the appearance of a certain section, modifying padding/margins in different areas, changing the width of the content area or sidebar, customizing the behavior or appearance of a third-party plugin, etc.

General WordPress Questions

We are not able to provide support for general questions related to WordPress or how WordPress works. Examples would include how to create posts and pages, how to use the block editor, how to set up navigation menus, how to configure your site settings, how to set up SSL, etc. These are basic WordPress features that are not specific to your 17th Avenue theme.

For general WordPress training, your theme purchase includes access to our private WordPress Video Library — a great resource for beginners learning the ropes of WordPress. There are also lots of WordPress tutorials on our support site, plus tons more on the web. Google is your friend! 😊

Voided Support

Support is forfeited and voided under these circumstances:

• You customize a theme beyond minor font and color changes
• You make a change to the PHP of the theme that breaks your site
• You remove the 17th Avenue footer credit from your site
• You install the theme on a client website

Client Support

If you are a designer and install a 17th Avenue theme on your client’s website, you are fully responsible for the theme support for your client. If your client wishes to receive support from 17th Avenue, they may purchase their own theme license.