Stuck? Write to me.

01 Where to write

Email jawad.ahbab.turna@gmail.com — and put Refrakt in the subject line so it lands in the right place.

Messages are answered in the order they arrive, usually within one or two working days. Weekends and public holidays are slower. If a week goes by with nothing, assume the mail went astray and send it again rather than waiting — that does happen, and no one is annoyed by a second copy.

You can also reach me through the comments tab on the item page. Email is better for anything that needs a screenshot, a URL or a code sample.

02 Try these first

Not because your question is unwelcome — because these three pages answer it in the next thirty seconds rather than the next two days.

There is also a search box in the header of every one of these pages — press Ctrl K and type what you are trying to do.

03 What to send

Almost every slow support thread is slow for the same reason: the first message says "it doesn't work", and the next three are me asking what "it" is. Six lines up front usually turns a week into one reply.

Copy this into the email and fill it in:

Refrakt version : 1.0.0
Browser + OS    : e.g. Chrome 126 on Windows 11
Page URL        : a live link if you have one
Preset          : e.g. frost, prism-noir
What I expected :
What happened   :
Console errors  : (see below)

The console errors are the single most useful line. Open your page, press F12 (macOS: Cmd Option I), click the Console tab, reload the page, and copy anything red or yellow. Refrakt writes its own warnings there in plain English, and they usually name the problem outright — the warning glossary lists what each one means.

A screenshot helps for anything visual. A live URL helps more than both, because it lets me look at the actual page rather than imagine it.

Please don't send your whole project as a zip unless I ask. A URL, or the twenty lines of HTML around the slider, is almost always enough.

04 What support covers

Buying Refrakt on CodeCanyon includes six months of item support from the date of purchase. You can extend it to twelve months at checkout, or later from your Downloads page. Envato's Item Support Policy is the authoritative version of what follows; it is linked from the item page.

Included:

• Questions about how Refrakt works — what an option does, which preset to use, why a setting behaves the way it does.
• Bugs and defects. If the slider does something the documentation says it should not, that is mine to fix, and I want to know.
• Help with the documented features — the recipes in the Cookbook, the media rules in the Media Guide, anything in the reference manual.
• Updates. Fixes and improvements are free for the life of the item, and you re-download them from the same Downloads page.

Reporting a bug is welcome at any time, support period or not. A defect in the item is a defect whether or not the clock has run out.

05 What it does not cover

Not covered by item support — this is Envato's line, not one I invented, and it is the same for every item on the marketplace:

• Customization — changing Refrakt to do something it was not built to do, or writing the code for your particular layout. The Cookbook and Customizing exist so that most of this needs no code at all, and I will happily point you at the right setting. Writing the feature is a different thing.
• Installation into your site — WordPress, Shopify, a page builder, your build pipeline. Troubleshooting covers the conflicts I know about.
• Third-party things — hosting, CDNs, other plugins or themes, and any asset that did not come in this download.
• The demo photographs. They are placeholders under their own licences and are not yours to reuse; see documentation/credits.md. Swap in your own images before you go live.
• General web development. I am not able to teach HTML and CSS over email, though I will always try to name the concept you need to look up.

If you want customization work done, say so in the email. Sometimes it is a ten-minute job and I will just do it.

06 Licences, invoices and refunds

These are Envato's, not mine, and writing to me only adds a step:

The short version of the licence: one Regular Licence covers one end product that your users are not charged for. If you charge users to access it, you want an Extended Licence. Envato's own wording is what counts.

Everything else — anything at all about how the slider itself behaves — comes to jawad.ahbab.turna@gmail.com. Ask early rather than fighting it for a day.