How to Submit a Support Ticket

We are deeply committed to providing exceptional support and ensuring a seamless experience for all our users. Whether you're encountering a technical glitch, seeking advice on theme customization, or have any inquiries related to our product, our dedicated support team is here to assist. we pledge to respond to your queries with the utmost urgency and professionalism. This step-by-step guide is meticulously crafted to walk you through the process of submitting a support ticket effortlessly.

Step 1: Registering Your JupiterX License

In order to create a support ticket you need to register your JupiterX license. If you have already registered your license, you can skip this step.

  1. Access Your WordPress Dashboard: Begin by logging into your WordPress admin panel. Once inside, navigate to the JupiterX > Dashboard section located in the sidebar menu.
  2. Initiate License Registration: Look for the Register License button on the dashboard and click on it. This action will direct you to the registration modal, where you will be required to input some critical information.

  1. Enter Your Registration Details: In the registration modal, you'll be asked to provide two key pieces of information:
    • Email Address: This is where you enter your email address. It's important to ensure accuracy with your email since it will be associated with an Artbees Portal account. This account is where your purchase code gets stored, and any communication regarding support will be directed.
    • Envato Purchase Code: This unique code was provided to you upon purchasing JupiterX. It's essential for verifying your purchase and is a prerequisite for receiving support. Use this guide if you can't find your purchase code.

  1. Complete the Registration: After you've entered your email address and Envato Purchase Code, take a moment to double-check the details for accuracy. Once confirmed, submit the information and wait briefly for the registration process to conclude. This might take a few moments, so please be patient.
  2. Check your email: After the registration is completed, please check your email for the login credentials we have sent you. You will need these details to access your Artbees account.

Important: Make sure to log into your Artbees portal account using the same email address you provided during registration. This will prevent any login errors.

Step 2: Creating a new support ticket

  1. Click on Contact Support button: From JupiterX dashboard (Same page you registered your license in previous step), click on the "Contact Support" button. You will be redirected to Artbees portal website.

  1. Access your Artbees account: Use the login details we have sent to your email address earlier to login to your Artbees account.
  2. Start a new ticket: Once you landed on your Artbees account page, choose "Support" from the left sidebar and then choose "Create Ticket".

  1. Provide the details for your request: On the new ticket page, fill out the form and provide as many information as possible so we can help you better and faster.
  2. Submit Your Ticket: After filling out all the necessary fields, review the information to ensure accuracy and completeness. Once you're ready, click the 'Submit' button. Your ticket will be sent to our support team, who will review your submission and get back to you with assistance.

To expedite the resolution of your support ticket, there are certain pieces of information that, when provided, can significantly speed up the process. Our support team can address your issues more quickly if they have a clear understanding of the problem and the context in which it occurs. Here are some tips to ensure a faster response:

  1. Include Screenshots of the Issue: A visual representation of the problem can be incredibly helpful. When submitting your ticket, attach a screenshot that clearly shows the issue you're encountering. This can often communicate more than words alone and helps our support team to diagnose the problem more swiftly.
  2. Provide Your Website URL: If your issue is related to something on your website, include the direct link to where the problem is occurring. This allows our support team to view the issue in real-time and understand it within the context of your site's unique environment.
  3. Share Login Information: If you're comfortable doing so, providing login credentials to your WordPress admin panel can be incredibly helpful, especially for issues that require a deeper investigation. This direct access can be the fastest route to identifying and solving complex issues.

Your communication with our support team is fully private and secure. This confidentiality allows you to share sensitive details with confidence, knowing that your data and credentials are handled with the highest level of security.

If you would like a refund for your purchase, please submit your request directly through ThemeForest using this link. Please note that we cannot process refund requests directly sent to us or made through any other method.

Understanding the importance of forums, where publicly accessible threads can benefit many by highlighting previously solved problems, we took a deliberate step in early 2024 to transition back to a ticketing system. This decision was influenced by multiple considerations such as improved security, better privacy safeguards, and simpler maintenance. We are optimistic that this move towards a ticketing system will enhance our support services.

Our team is dedicated to shortening response times with this new system, and we sincerely request your patience and trust as we strive to provide the best support experience. Thank you for your understanding.

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