How Do I Submit a Support Ticket?
Before Submitting a Support Ticket
- Please spend at least 24 hours with your new theme before submitting tickets about its usage. It can take some time to get accustomed to a new theme and where everything is located.
- Spending some time playing with the theme is a great way to learn and see what it is capable of.
- Unless you are experiencing a breaking bug, wait a day before submitting a ticket. You may have more questions, and you can submit a single ticket to get them all answered at once.
- Ensure your question/issue pertains directly to the theme, not the platform itself.
- Any bugs occurring due to, or questions about, HubSpot should go to HubSpot support.
- We cannot help with bugs or issues caused by changes made to the code by you, your team, or a third party. We do not offer support services for custom content not built by Lynton or help with learning to code (CSS, HTML, HubL, etc.). However, we provide custom development if you’re interested in purchasing Lynton’s services.
Submit a Support Ticket
- Visit https://www.lyntonweb.com/web-support to submit a ticket by filling out all the required information.
- Register for access to our Support Portal to monitor your ticket status and view other helpful resources.
Getting the Most Out of Theme Support
When you encounter challenges with your HubSpot theme, understanding the support process can help you get faster, more effective assistance. Theme support differs from general HubSpot platform support because it focuses specifically on the custom modules, templates, and styling features built into your theme.
Common Theme-Related Issues include problems with drag-and-drop modules not displaying correctly in the page editor, theme settings not applying changes to your live pages, or custom sections appearing differently than expected. These are distinct from HubSpot platform issues like contact management, workflows, or general CMS functionality.
Before reaching out, try troubleshooting in the page editor by switching to preview mode to see if display issues persist, or check if similar problems occur across different page templates. Sometimes clearing your browser cache or testing in an incognito window can resolve apparent theme bugs.
Document your issue thoroughly when submitting your ticket. Include screenshots of both the page editor view and the live page, specify which template or module is causing problems, and note any recent changes you made in theme settings. If you’re working with a specific drag-and-drop module, mention which page type you’re editing and whether the issue appears on all pages or just certain ones.
The support portal provides additional resources beyond ticket submission, including theme documentation updates and known issue notifications. Registering for portal access ensures you’ll receive updates about your specific theme version and can track resolution progress. Remember that theme support focuses on functionality as originally designed—customizations or modifications to the original code fall outside standard support scope.