Anything purchased purchased when Tesla was owned by Red Sky that indicates Lifetime membership gives previous members access to use and download themes for a lifetime, and no support.


Real lifetime memberships which were only offered after the summer of 2018 are authentic Lifetime memberships that include support.


Log into aMember https://teslathemes.com/amember/ and search for the user. Under Payments/Access >Invoices/Access -- under User Access. If the product listed is Subscription Standard (old product which will not give them the access they require), you need to add a new product entitled All Themes.

Click on Add Access Manually.

Select All Themes from the drop-down menu.

Two dates will appear in that line. The first normally defaults to today's date. The 2nd date in the To field needs to be changed. Click on the calendar and select Lifetime. Hit Add Access Manually again -- the customer will be all set to download themes when they log in.

Note: Our NEW Lifetime purchases have access to both updates/support.

You can use the Canned Message under Billing and Membership Accounts >Tesla - Lifetime Access before Summer 2017.



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With these cases, prior to the summer of 2017, search for the user as you have done: Username: chouchoumalcha408
Click Payments/Access > Invoices/Access

These users should have access to download the themes (but they will not have access to support). So we manually add their access as follows:

Under Product, where it shows 'Please select an item' from the Dropdown menu
Select (4) All Themes https://www.screencast.com/t/GfpjE0fgTH3
Under the To date field, https://www.screencast.com/t/fixg5cbts -- Click on Lifetime
In the field 'Comments for Your Reference' - put in a note like 'Purchased in 2016, Added Access Manually, No Support Assistance without new purchase'
https://www.screencast.com/t/j54rSRTuiyS
Then select Add Access Manually

For the ticket, the Type should be Account/Membership.
In the About field in Freshdesk, copy that same note i.e. Purchased in 2016, Added Access Manually, No Support Assistance without new purchase.

Then you can respond to the ticket with this canned response in Billing and Membership Accounts > Tesla - Access to All Themes for Members who show free Lifetime subscription purchased before summer 2017

Hey Alejandro -- kindly search through our Solution Articles to see if there is one for these types of requests. If not, please create a new one -- and let me know if you have any questions on the process. There may even be one (that may just require a little tweaking for you).