Support FAQs

  1. How do I get full access to the Support forum?
    In order to gain full access to the Support Forum and Tutorials follow the instructions provided on the Theme Download page.
    The link to the Theme Download page was sent via email after your purchase completed. If you did not receive the email, look in your junk or spam email folder. It often winds up there by mistake.
    Once you follow the instructions provided, in particular STEP #3, you will have access to your Theme’s Support Forum and related Tutorials.
    Access to the Support Forum is granted with the purchase of the Genesis Framework, as Genesis is necessary for all child themes to function properly. If you have only purchased the child theme, please use the contact form to request the code to purchase Genesis at the Genesis + Child price.

  2. Do you provide phone or email support?
    No, we only provide support via our Support Forum, that way others can benefit from seeing the response(s) and it allows our Moderators to efficiently help you in a team support approach.

  3. Do you provide customization or modification support?
    We understand that there is a fine line between what is considered support versus customization & modification of a theme. While we do support our themes, we do not provide extensive help for customization or modifications.
    If your project needs major customization or theme modification, please contact an independent StudioPress Approved Designer for a quote. You can see their names & click thru to their BIOs by clicking on the “Theme Customization” link in the secondary menu bar here.

  4. I can’t upgrade my forum account because of this message: “No transaction was found for this transaction number.”
    Something went wrong with your transaction during the process. Please use the contact form
    and submit your transaction number and forum User ID. We will get your account upgraded so that you can access support.

  5. How do I register for your Support Forum?
    You can register for the Support Forum —> here.
    In order to gain “full” access after your purchase, read the Forum User ID upgrade instructions that are provided on the theme download page. The link to the Theme Download page was sent via email after your purchase completed. If you did not receive the email, look in your junk or spam email folder. It often winds up there by mistake.

  6. I have purchased the Genesis Framework on ThemeForest, how do I get support?
    If you purchased the Genesis Framework on ThemeForest, go to the Downloads page in your ThemeForest account. There you will see the Genesis Framework as a product you purchased. Click the “License Certificate” link and you will be prompted to download a .txt file which will have your Item Purchase Code.
Once you have that, register an account over at the StudioPress support forum. Login to your account and go to the Control Panel > Upgrade Support page. Place your Item Purchase Code into the box that says “Enter the transaction number from your purchase order to upgrade support on your account” and then hit Save Changes.

  7. Do you provide WordPress support?
    We only provide support for our themes and don’t provide general WordPress support, but may point you to appropriate resources to help you.
    If you are new to web design, blogging, and/or WordPress, we recommend that you take some time to learn about WordPress via the resources listed below. We do provide support for our Themes and can guide Members through issues involving WordPress, but we do not teach WordPress basics.
    Resources:
    1. What is a Blog
    2. WordPress First Steps
    3. WordPress Lessons
    4. What is a Theme
    5. WordPress TV
    6. WP Video Tutor plugin
    7. WordPress For Dummies book (great for complete Newbies)
    8. CSS Tutorial

  8. I have the Pro Plus package. Do I have to pay again to get the Genesis Framework & Child themes?
    If you are already a StudioPress Pro Plus member (or a Revolution/RevolutionTwo All-Themes member), you do NOT have to purchase again.
    Using your Forum User account, simply access the “Genesis Child Themes Download” Forum here: http://www.studiopress.com/support/forumdisplay.php?f=72