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Salient Support

Support for the Salient WordPress theme comes from ThemeNectar, the team that builds it. Open a ticket at the support desk in your ThemeNectar account and someone on the team answers, usually within 24 hours on a business day. Every purchase includes 6 months of support, ThemeForest included, and you can renew it later without buying the theme again.

Open a ticket​

The support desk is in your ThemeNectar account at app.themenectar.com/support. Sign in with the account that holds your Salient license. If you bought on ThemeForest, connect your Envato account from the Licenses page first. That is how the team confirms your support window, and the steps are under Support and your ThemeNectar account.

The Support card on the Salient dashboard in WordPress (Salient > Dashboard) shows whether your support is active and when it ends. Its Contact support button is a link to the same desk.

A ticket the team can act on right away includes:

  • The address of the page where the problem shows. If it is in the admin, say which screen. The team may ask for a temporary login.
  • Your Salient version and the version of any Salient plugin involved. Check which version you have shows where to look.
  • What you expected, what happens instead, and the steps that get there. A screenshot or a short screen recording saves a round trip.
  • What changed just before: a WordPress, plugin or theme update, a move to a new host, or a caching or optimization plugin switched on.

The Ticksy support forum​

ThemeNectar's earlier support forum on Ticksy is an archive now. Its public threads stay readable, and many describe versions of Salient older than the one you are running. Opening new tickets there is not recommended, since the team works from the ThemeNectar app.

What support covers​

The team helps with using Salient. Ask how a feature works, how to get a particular result with it, or which way to build something. The team investigates bug reports and compatibility problems, documents them, and gives you a workaround where one exists. Salient WPBakery Page Builder is covered too.

Three things sit outside support, under both the Support Policy and the license:

  • Custom development. Building something Salient does not do, or customizing your site for you. For paid work, the customization page connects you with screened Salient developers through Codeable. Estimates are free.
  • Installation and hosting. Installing Salient on your server, and hosting or server problems. Installing Salient and Server Requirements cover what the theme needs.
  • Third-party software. Plugins, themes and services ThemeNectar did not make, and problems on the site that are unrelated to Salient.

How long support lasts​

Support and the license are separate things. The license and updates never expire. Support runs for a set period that you can renew.

Direct licenses​

A license bought from themenectar.com includes 6 months of support from the purchase date. One support plan covers every Salient license on the account, and it is a one-time charge unless you turn on auto-renew.

ThemeForest purchases​

A ThemeForest purchase includes 6 months of item support, which Envato tracks. Connect your Envato account to your ThemeNectar account and the support window shows there too, next to any direct licenses you hold.

Renewing support​

Renewals are bought from the Licenses page of your ThemeNectar account in 6 month periods, at the price shown there. Buy one while you are still covered and it starts when the current period ends, so renewing early loses nothing.

This is also the recommended way to extend a ThemeForest purchase. Envato sells its own 6 month extensions, but a ThemeNectar support plan covers the same period and adds priority support. You do not need to buy the theme again to get one.

When support ends​

You can no longer open new tickets until you renew. Updates carry on. A direct license keeps receiving them with no expiry, and a ThemeForest purchase keeps getting them through ThemeForest, as described under Updating Salient.

Response times​

The team works Monday through Friday during regular business hours and answers tickets in the order they arrive. Most get a reply within 24 hours. The Support Policy has the full terms.

Before you open a ticket​

Two things are worth checking first.

Make sure you are on the current Salient and the current versions of its plugins. The plugins are built to match the theme version, so update both together. Updating Salient covers each method, and after a major release the changelog lists what changed. If a change you made does not show on the site, clear the cache in any performance plugin and in your browser before anything else.

Then search these docs. The How-to guides answer the questions the desk sees most and say which version each was checked against. Every element and theme option has a reference page, and for a slow site the performance guide is the place to start.