Troubleshooting

Wrong email address

Mistyped your email? No problem, contact us!

If you used the wrong email address in your order, please submit your request to hello@lotusthemes.com. You should provide us with the details of your order (wrong email, your name, Order ID, Theme name). 

Usually, such requests are handled within 12-24 hours.

Template files are lost

What can we do for you if your theme files are lost? 

If you lost your Zendesk template files, you can request them to be resent to you. Please contact us via hello@lotusthemes.com and provide us with the following information:

• The email address used to make the purchase.
• Order ID.
• Name used for the order.

You’ll be forwarded to one of our specialists to assist you with the download renewal.

Help us to become better. Tell us if we miss a bug, and we will get rid of it! 

A bug is found

Although all the products are thoroughly tested before release, unexpected errors are always possible. Such issues should be submitted for consideration by our Support Team. We'll do our best to rectify bugs as soon as possible.

If you have found a bug please contact our Support Team and provide them with details (screenshots, description, etc.).

The download link is broken

What do you do if, for some reason, the link you get can't be opened? 

If your link is not active or broken, make sure that you don’t have firewall restrictions that prohibit this download. Please check if you can open this link on another computer.

If it still doesn’t work, please, contact our Support department via hello@lotusthemes.com. Please, be ready to provide our technical support specialists with your order number, your email address which you used for your purchase, your name, and chosen template name.

The download link is not received

What to do if, for some reason, you didn’t get the link?

If you completed your purchase but haven’t received any email with the download link, please follow these steps:

1. Make sure that you have spelled your e-mail address correctly.
2. Check your “Spam/Junk” email folder to see if your anti-spam filters have blocked the email. We send our delivery emails from “hello@lotusthemes.com”.
3. You may contact our specialists for assistance at hello@lotusthemes.com. Usually, such requests are handled within 12-24 hours.

The wrong theme has been purchased

Is it possible to buy the wrong theme?

We maintain a no-refund and no-exchange policy because of the specific nature of the product that we provide. Technically, there can be no situation when a “wrong template” is delivered. Before proceeding to the checkout page, the customer previews the template in the shopping cart to make sure that the Help Center template item is the one that was chosen. No other template can possibly be delivered.

Card was overcharged

Let it be here, even though we have never faced such a problem. 

We have never encountered such an issue. If your card was overcharged, please email our billing representative at hello@lotusthemes.com with a screenshot of the card statement showing the extra charges. We will involve our payment operators to resolve the problem as soon as possible.