Privacy Policy

We may collect the following types of information:

Information you provide

When you sign in or open a ticket, you may provide information such as:

• Name and email address (from registration, OAuth, or magic-link sign-in)
• Profile details you choose to edit (such as display name)
• Linked sign-in providers (Google and/or GitHub account identifiers)
• Support ticket subjects, messages, and any images you attach
• Any other information you voluntarily include in a ticket or reply

Information collected automatically

When you use the portal, certain technical information may be processed automatically, including:

• IP address (used for security, rate limiting, and abuse prevention)
• Browser and device information
• Approximate timestamps of sign-in and ticket activity
• Basic request metadata needed to operate the service securely

We use your information to:

• Authenticate you and keep your session secure
• Create, store, and respond to support tickets
• Send transactional emails (for example, magic-link sign-in and ticket reply notices)
• Show in-app notifications about your tickets
• Prevent spam, abuse, and unauthorized access
• Improve the reliability and security of the support portal
• Comply with legal obligations when required

We do not use your support conversations for advertising. We only collect what is reasonably necessary to operate the help desk.

AliThemes Support is passwordless. You may sign in with Google, GitHub, or an emailed magic link.

If you use Google or GitHub, we receive a verified email address and basic profile details from that provider so we can create or link your account. We only accept verified emails from those providers.

Magic-link emails contain a one-time token that expires quickly. The token is stored temporarily for verification and is not reused.

Ticket content and replies are stored so our team can help you. Image attachments are stored in private object storage and are only available to you (as the ticket owner) and AliThemes support staff.

Please avoid uploading sensitive documents you do not need to share for support purposes (for example, government IDs or full payment card numbers).

We use cookies and similar technologies to:

• Keep you signed in (HTTP-only session cookies)
• Remember your light/dark theme preference (local storage)
• Support security checks such as Cloudflare Turnstile where enabled

Session cookies are HTTP-only and are used to keep you signed in. Theme preference may be stored in your browser's local storage.

We may send transactional emails related to the support portal, such as:

• Magic-link sign-in messages
• Notices when AliThemes Support replies to your ticket
• Other service messages required to operate your account

These emails are transactional, not marketing newsletters. Delivery is handled by our email provider on our behalf.

We do not sell, rent, or trade your personal information.

We may share limited information with trusted processors only as needed to run the portal, including:

• Cloudflare — hosting, security, Turnstile, and object storage for ticket images
• Neon — database hosting for accounts, tickets, and notifications
• Resend — delivery of transactional emails
• Google or GitHub — only if you choose to sign in with those providers

These providers may process data only to perform services for AliThemes and according to their own security and privacy practices.

We retain account and ticket data for as long as your account remains active and as needed to provide support, resolve disputes, maintain security logs, and meet legal requirements.

If you delete your account from the Account page, we remove your user profile and associated tickets, replies, notifications, and uploaded attachments from the support system, subject to short-term backups or legal retention where applicable.

We use appropriate technical and organizational measures to protect your information, including encrypted transport (HTTPS), access controls for staff tools, private storage for attachments, and abuse protections such as rate limiting and Turnstile where enabled.

No online service can guarantee absolute security. Please protect access to your email and OAuth accounts, since they are used to sign in.

Depending on your location and applicable law, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate account information
• Delete your account and associated ticket data from the Account page
• Unlink an OAuth provider (when another sign-in method remains available)
• Withdraw consent where applicable by stopping use of the service or deleting your account

You can manage your profile, linked providers, and account deletion from Account. For other privacy requests, open a support ticket or contact us through alithemes.com.

AliThemes Support is not directed to children under the age of 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.

Our service providers may process data in the United States or other countries where they operate. By using AliThemes Support, you understand that your information may be transferred to and processed in those locations.

We may update this Privacy Policy from time to time to reflect changes in the support portal, our vendors, or legal requirements.

The current version will always be published on this page with the revised "Last updated" date.