Our support policy

We're here to assist with any questions related to Oxygen. Our goal is to ensure you get the most out of Oxygen and its capabilities.

Support availability

We typically respond within 72 hours during business hours, Monday through Friday. Please note that support is limited on weekends, so tickets submitted on Friday are usually addressed the following week. All inquiries are handled in the order they are received, prioritizing older requests first.

What we can help with

Here are some common areas where we can assist you:

• Guidance on using Oxygen’s features effectively.
• Suggestions on how to leverage Oxygen for specific design or development needs.
• Investigating bug reports and, when possible, providing workarounds.

What falls outside our support scope

There are certain areas where our support is limited or unavailable:

Server Issues

Oxygen is designed to function across a wide variety of hosting environments, from shared hosting to dedicated servers. While we do our best to ensure compatibility, server configurations vary, and some may cause issues beyond our control.

• If you encounter problems, we’re happy to investigate whether the issue is related to Oxygen or your server. If the issue is isolated to your hosting setup, we may suggest reaching out to your hosting provider or a system administrator.

Compatibility with Other Plugins

Oxygen generally works well with well-coded WordPress plugins, but conflicts can occasionally arise.

• We can pass along compatibility reports to our development team and suggest potential workarounds, but immediate fixes for third-party conflicts are not guaranteed.

Third-Party Libraries & Custom Code

• We cannot provide support for implementing or troubleshooting third-party libraries, scripts, or integrations. For assistance with third-party tools, please contact the respective vendor’s support team.

NSFW Content

• If your site contains adult content, we won’t be able to log in and troubleshoot issues directly. If you can provide a sanitized version of your site without such content, we’ll be happy to assist.

Performance Optimization

• We welcome reports of performance issues related to Oxygen but cannot assist with optimizing scores on tools like GTmetrix or PageSpeed Insights.

SEO & Indexing Issues

• We do not provide support for SEO, search engine indexing, ranking issues, or social media sharing problems. These are best handled by SEO specialists.

Custom Code Assistance

• If your issue requires writing or debugging custom HTML, PHP, CSS, or JavaScript, we won’t be able to offer in-depth guidance.
• While Oxygen allows custom code inside the builder, troubleshooting custom scripts falls outside our support scope.

Designing Your Site

• We can offer guidance on how to achieve specific design elements in Oxygen, but we won’t build your site for you. If you need assistance replicating a particular layout, we recommend breaking your request into focused questions, like “How can I create this type of slider in Oxygen?” rather than “How do I build this site in Oxygen?”

Translation & Multi-Language Support

• We do not provide support for translation plugins or translating Oxygen itself.

Advanced Features & Development Implementations

• Some of Oxygen’s advanced capabilities—such as Conditions, custom queries, the Element Studio, and developer APIs—are designed for users with technical expertise. While we strive to provide documentation, we do not offer extensive hand-holding for highly technical implementations.

Our policy on excessive support requests

To ensure we provide the best service to the majority of our customers, we cannot dedicate excessive support time to a small percentage of users whose requests are non-essential (e.g., not bug-related). If you require significantly more help than the average user, we may recommend alternative resources or offer a refund.

Need additional technical help?

Oxygen’s support team does not offer custom development or consulting services. However, our thriving community of designers and developers on Facebook might be able to help: join the Oxygen Facebook Group.

Get support you need

We’d love to hear from you! If you need help, submit a support request, and we’ll do our best to assist you.