A problem related to the purchase code

I have a problem
I have downloaded a Shopify theme and then I needed a support from the author as there are some errors happen when using the theme but the answer of the author was like that

Any help I can take from Envato experts?

Unfortunately there is not a huge amount you can do. The screenshot is a response to the author from envato.

Elements downloads are not required to offer the same level of ongoing support and/or updates as full purchases from themeforest.

I imagine that it would also typically depend on the author and the problems that you are having.

It would be useful to see the rest of the conversation and what the exact Issues are - I would expect that if it was an issue related directly to the basic functionality of the theme then support would have told them to update it rather than emphasising the lack of obligation.