Last updated: July 16, 2026
Our support policy is simple: each product comes with 1 year of support, counted in days from the date you purchase it. Themes work a little differently — see “Support by license type” below.
Support Language
We provide support in English only. To help us solve your issue quickly, please write clearly in English and include:
- A description of what is happening and what you expected instead.
- Screenshots of the problem.
- A link to the page or screen where it occurs.
The more specific your report, the faster we can get to the answer.
Support Hours
- Monday to Friday: 9:00 AM to 6:00 PM (GMT+6).
- PRO products: extended coverage on some issues into the EST midday window.
- Saturday and Sunday: limited support.
Our typical response time is 1 business day. If you have not heard back within that window, please send a reminder on your ticket — occasionally a message slips through, and a nudge brings it straight back to us.
How to Reach Support
You can contact us through:
- The support form on our website.
- Email.
- Our support system.
- WhatsApp or Zoom Meeting, in special cases.
Access note: Some issues can only be diagnosed from inside your site. If we need it, we may ask for admin and, occasionally, FTP access. Your credentials are kept secure and are used only to resolve your ticket. Once support is finished, you are free to remove the access straight away.
What Support Covers
- Setting up RadiusTheme themes and plugins.
- Configuring our products so they work as intended.
- Fixing broken functionality.
- Resolving cases where a product does not work as described in its feature list or demo.
- Modern browsers, including Internet Explorer 11 and above (IE 11+).
Please note: We do not provide support for any use of our products that involves content infringing copyright, or that promotes violence, racism, sexually explicit material, gambling, alcohol, or other offensive or unlawful content.
What Support Does Not Cover
- Server problems where your hosting does not meet the minimum requirements to run a stable version of WordPress.
- Tickets where the access information we need has not been provided.
- Customization of third-party extensions or plugins that are not ours.
- Any version of Internet Explorer below 11. Support starts at IE 11+.
- Custom development, design changes, and new features beyond what the product already offers. These are available as separate paid services.
Support by License Type
Your support entitlement matches the license you purchased.
| License | Domains covered | Support period |
|---|---|---|
| Single site | 1 domain | 1 year from purchase |
| Up to 5 sites | Up to 5 domains | 1 year from purchase |
| Unlimited site | Unlimited domains | 1 year from purchase |
| Lifetime (plugin) | As listed on the product page | Lifetime, with updates |
| Theme license | As listed on the product page | 12 months, renewable |
Plugin licenses
Plugins include support and updates for 1 year (365 days) from the date of purchase, across the number of domains your license covers.
Lifetime licenses
A lifetime plugin license includes lifetime support and updates for as long as we offer the product.
Theme licenses
Themes include lifetime updates but 12 months of support from the date of purchase. When the 12 months end, your theme keeps working and keeps receiving updates — only direct support pauses. You can renew your support period at any time from your My Account page.
Free Products
We are not obliged to provide direct support for our free products, but we answer where we can. For free-version questions, the WordPress.org support forum is the best place to start.
Questions
If you are unsure what your license covers or when your support period ends, open a ticket and we will confirm it for you.