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Hi There,
I am sorry for not getting your points. It would be awesome if you can include URL of your site and a screenshot with detailed explanation. I am happy to help you out.
Also, are you tried in the Magento theme default and it working?
PS: I wonder whether you did purchase this theme on our site ubertheme.com or via Themeforest?
Best Regards,
Ziven.

Hi Zago,
Please help to clarify the details of issue as Ziven mentioned. For attached screenshots and payment details, you can send us via info (at) ubertheme.com. 
PS. If you wish to keep your site info private, you can post under private ticket here. 
Thanks,
An Nguyen

Hi Zago.
The UB SHOPBY Extension in the theme UB Sporty. Why you have this extension and install to the theme? 
UB Sporty has not included and support the UB Shopby too. I do not understand why you have it and install in this theme.
Please let me know the details also you did not provide the payment to email like my partner share you above.
Hope you understand.
 
Best Regards,
Ziven.
 

Hi there,
We have both single theme purchase option and Developer subscription which grants you access to all our Magento 1 themes. If your company purchased single Techzone theme only, then you need separate purchase to use JM Sporty. 
Meanwhile, our technical support is available for active subscription only. If your company subscription expires, please consider to renew to use our products and access our technical support again. 
Thanks for your understanding. 
Regards,
An Nguyen

Hi There, 
In order to use our JM Sporty and (Techzone) UB Shop by extension, you need to purchase both themes. 
And we will provide you standard scope of support like all our active members, including bug related fixes. Customization is beyond our support (if possible we will try to help minor tweaks though). 
Sincerely,
An Nguyen