This article will help you understand how you can get in touch with our support team.

Naturally, the first thing that you have to do is to log in your account. Once you've accessed the member dashboard, click on the "Support" section from the top side of the page:

Open a support conversation

When you go to the "Support" section of our site, you will be given two choices: to open a previous conversation, or to start a new one:

You can choose the suitable one by clicking on it.

View previous conversation

If you need to find an older conversation that you've had with our support team, click on the first option here:

This will open a page with all of the previous conversations, and you can open up each of them:

Start a new conversation

In case you want to open a new conversation with one of the members from our team, click on the second option:

You will then have to select the option that best fits your problem. Hover over this field to open up a list with common situations our users might encounter:

As you hover over this field, a list with some situations will appear. We recommend that you click on the one that fits your situation, if you can find it in this list, as you might get the answer to your question in just a few minutes:

If, however, none of these situations describe your issue, then feel free to reach out to our support team, by clicking on the last option from this list:

The reason why we recommend that you first look for the answer through the common situations listed here, is because you might just find the answer you were looking for in just a few clicks. This is because we haved developed a system that makes it easy for you to find a quick solution for your problem. Here is an example of what I mean:

However, if the solution could still not be found, you will have the option to start a conversation with the support team:

If you do choose to start a conversation with our team, a chat window will open, and hopefully our team will quickly solve your problem:

Allow site access and add FTP details

Depending of the nature of the issue you've encountered, it might be easier for our team to have access to your website, so they can take a closer look at what's going on. Therefore, when starting a conversation, you have the options of granting site access and adding FTP details:

We have explained each of these actions, as well as how to allow site access and provide FTP details to our team, in this article, so make sure to check it out to find out more about this.

This is how you can open a support conversation, whether that's an older one, or you want to start a new one.

Please feel free to check out our knowledge base, if you want to find out more about Thrive Themes and its various features.

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