Theme Canal Support

Contact Portal

Have a question? You’re in the right place.

Usually 24–48 hours · often sooner

Before creating a ticket

Please review the guidance for your request so we can help you without delays.

Technical helpScreenshots or a short recording required.

We can help with general installation and activation questions. Product-specific debugging is usually outside our support scope.

Please attach screenshots or a short screen recording—we need these to review technical issues. Add the product’s name, version, exact error and what you’ve tried.

Upload screenshots to your ticket. For a recording, share a viewable Dropbox (opens in a new tab) or Google Drive (opens in a new tab) link.

License keysIncluded only when stated on the product page.

Check the product page to see whether a license key is included. Keys are supplied only when explicitly stated.

Vendor services such as cloud features, automatic updates or author support may require a valid license purchased from the original developer.

Refund requestsScreenshots or a recording required for review.

To review a refund request, we need screenshots or a short recording showing the issue with the file.

Refunds are only granted when the file is shown to be non-functional and the request meets our Refund Policy. Please also review the product page’s Before you buy information.

File updatesUse Request Update—no ticket needed.

Looking for a newer version? Please use Request Update on the product page—there’s no need to open a ticket.

The File Updates Handbook explains how to request and install updates.

New product requestsDeveloper’s product link required.

Have something in mind? We’ll need the developer’s product URL to review the right theme or plugin.

We consider cost, reviews, demand and licensing. Critical support and catalog maintenance take priority, so suggestions may take longer to review.