How To Use The Avada Support Desk

17/05/2021

We’ve improved the ThemeFusion Support Desk to help you more easily track and manage your support tickets, account info, purchase codes and plugins. Once logged in to your account, you will see 4 tabs: Support, Register Purchase Code, Avada Plugins, and Account. Please read below to learn more about each of these tabs.

How To Register For Support With ThemeFusion

Support Tab

This tab allows you to view your ticket history. On this tab, you’ll see the status, title and date for each of your ticket. Your support tickets are organized from oldest to newest and each page displays 25 tickets at a time.

Status Definitions

  • Active – Your ticket will show this status when your ticket is active.
  • Staff Reply – Your ticket will show this status each time your support ticket has been replied to by a support representative. Being email based, if you need to send another reply please do so as you would reply to any normal email.
ThemeFusion Support Desk > Support Tab

Register Purchase Code Tab

On this tab, you can add and manage your purchase code(s). Registering your purchase code grants you access to create support tickets and the option to download all bundled and required plugins from the ‘Avada Plugins’ tab.

To start, register your purchase code(s) in the field provided. For a valid registration you will see this notice on-screen, and for an invalid code you will see this notice. Always double check that you have copied the code correctly, it is easy to miss a digit or two.

Support > Register Purchase Code

You can register as many purchase codes as you would like in the ‘Register Purchase Code’ tab. Each will be displayed at the bottom of this tab window. You are required to allocate a purchase code to a website URL in order to submit support tickets.

When you register a purchase code on a specific website, you can then come to this page and click on the refresh button. The allocated website will then display next to the allocated purchase code. There are buttons to unregister both a production and a staging site, and there is a button to completely remove the purchase code from your account.

Avada Plugins Tab

On this tab, you can download the Avada required plugins (Avada Builder and Avada Core) and bundled plugins like Revolution Slider, Layer Slider, ConvertPlus and Advanced Custom Fields plugin.

ThemeFusion Support Desk > Avada Plugins Tab

Account Tab

On this tab, you can edit your account information. You can change your name, and you can also reset your password and account nominated email address.

ThemeFusion Support Desk > Account Tab
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Avada Website Builder

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