Frequently Asked Questions

Q: I downloaded your item via Envato Elements. How can I get support?

A: Unfortunately items downloaded via Envato Elements don't come with author support as in accordance with the service policy so you won't be able to access the support forum. If you have a question or need help with the item, please purchase the license separately on Envato Market to avail of 6-month (or optional 12-month) period of technical support and automatic updates (in case your item is a WordPress theme).

Q: How can I submit a ticket to the support forum?

A: You need to create an account and either validate your purchase code (where is my purchase code?) or connect your Envato Market account. You'll get access to the forums of the purchased products which you're currently have an active support period on.

Q: I have purchased your item previously but my support period is expired and I'm not able to submit tickets anymore. How can I get help?

A: You can renew your support period anytime on the item page. Simply head over to Downloads section of your Envato Market account, go the item page and click "Renew support" button.

Q: I have multiple questions or concerns. Should I list them at once in one ticket or create a ticket per topic?

A: Please create a separate ticket per each question or concern so it's easier to follow up.

Q: I've just submitted a ticket. When do I expect the answer?

A: If you submitted a ticket on a business day, please allow up to 24 hours for the response. Tickets submitted in the 2nd half of Friday will be answered on Monday. Tickets submitted on weekends will be answered on Monday as well.