Support Policy

Support is available through contact forms, account-related support flows, and admin-managed tickets where enabled. Signed-in users may receive more accurate help because orders and tickets can be linked to their account.

For faster support, include your account email, order reference, template name, screenshots, error messages, and a short description of what you expected to happen.

We can help with order questions, account access, coupon issues, template delivery, basic setup guidance, bugs related to delivered BitCraft work, and questions about agreed project scope.

Support may also include guidance on where to edit content, how to understand delivered files, and how to report template issues clearly.

Support may not include unrelated hosting issues, third-party service outages, major custom feature development, complex deployment environments, SEO guarantees, business consulting, or changes outside the confirmed order scope unless agreed separately.

If a request is outside normal support, we may suggest a paid customization, revised scope, third-party specialist, or documentation path.

We try to respond with the right next step as quickly as possible. Complex issues may require account details, order references, screenshots, reproduction steps, access confirmation, or a short technical review.

Response times can vary based on request complexity, queue volume, time zone, and whether the issue depends on third-party services or missing customer information.

We want support to be clear, helpful, and respectful. Abusive, threatening, discriminatory, spammy, or manipulative messages may be deprioritized, closed, or escalated according to the situation.

Repeated misuse of support channels, false claims, or attempts to bypass payment or licensing rules may affect account access or order eligibility.