1. Support Availability for Envato Elements Downloads
Items downloaded via Envato Elements do not include author support, as per Envato's service policy.
- Support Forum Access: Not available for users who licensed items via Envato Elements.
- Solution: If you need assistance with the item, please purchase a separate license on Envato Market.
- Support Benefits: A 6-month support period (or an optional 12-month extension) provides technical support and automatic updates (for WordPress themes).
2. How to Submit a Support Ticket
To submit a support request, follow these steps:
- Create an account on the support portal.
- Validate your purchase code or connect your Envato Market account.
- Once validated, you will gain access to the forums for the purchased products with an active support period.
Need help finding your purchase code? Click here.
3. Renewing an Expired Support Period
If your support period has expired and you are unable to submit new tickets, you can renew your support period at any time.
- Go to the Downloads section of your Envato Market account.
- Locate the purchased item.
- Click the "Renew Support" button on the item page.
Once renewed, you can submit tickets again.
4. Submitting Multiple Questions or Concerns
To ensure efficient support and tracking:
- Submit a separate ticket for each question or concern.
- This allows for faster resolution and easier follow-up.
Please avoid listing multiple issues in a single ticket, as this can slow down the response time.
5. Response Time & Ticket Handling
- Tickets submitted on business days: Expect a response within 24 hours.
- Tickets submitted in the second half of Friday: Will be addressed on Monday.
- Weekend tickets: Will be answered on Monday.
- Tickets that don't receive a reply after 1 week will be closed automatically.
If you haven't received a response within the expected timeframe, please check your spam folder or ensure that your ticket submission was successful.
Thank you!