I am trying to rebuild our website and have a significant time crunch to get it done. After researching I decided to get the salient theme. So I signed up for an account and tried to purchase it, but after filling in my card info my account was locked. Thinking it was maybe an issue with the auto login for google I tried making another account, and had the same issue. The account block screen gives no info and I never received an account verification email if that was the issue. I contacted customer support through the online form as there is no phone number to be found for quick resolutions. I got a response saying someone was working on it and I frantically wrote back twice further explaining this issue and asking for a quick resolution. My eventual response was.
Hi,
Regrettably, after further investigation, we’re using our discretion and will not be re-enabling your account.
Regards,
Envato Market Help Team
No explaination, no help, no consideration for my time crunch. Now im spending my weekend trying to watch my 7 month old son and writing response emails and now writing on this forum to get a proper resolution. I have never seen a company treat customers this way. Oh sorry, attempted customer. I also reached out to salient to ask them about it. I’m so annoyed by all this and would just disregard Envato but need to get this theme for work. I actually have it already I just want an updated version and an estblished account with the license. My ticket number is 3293635.
Do you mind to share which countries from you’re trying to access the marketplace and as well as if you’re using the same country ( bank )?
Sure, Im in the USA and the card should be USA based as well. Its my Amazon Visa credit card handled through chase bank. I then report the expense to my job and get paid back. I was worried it might have to do with it not being a company card, but instead a personal card. I figured I could clear things up with a customer service rep and call it a day, but they didn’t inquire about anything. They just told me off and left it at that. Even ignored my follow up messages.
About the credit card, it could be just security issues to prevent refunds/chargebacks. The support is not really fast but they should come with an answer soon.
So, this is the response. This company is absolutely ridiculous.
Hi Robert,
I understand you wish to have the account unlocked, but your account has been permanently disabled and we can’t provide you with any specific reason why. All I can say is that we have internal policies for business that we can’t divulge.
I sincerely apologize for not being able to unlock your account and thank you for your understanding.
I’ll be closing this ticket now as we’ve exhausted our options/information available.
Regards,
Camille
Envato Customer Success
If the credit card is being marked “blacklist”, this could be the reason.
Well, I’m not even sure why it would. Maybe scammers use Amazon cards a lot. Maybe personal cards instead of business cards are rejected. I would like to know before I try to make another account and make a purchase. Even then, there should be a process to verify the account holder through email verification or something. Just marking a specific type of card as an automatic account ban with no option to reinstate is the most terrible way of handling things I have ever seen. I’m ensuring the developer is learning how bad this marketplace is and how it probably hinders their sales. Thanks for your input; it’s nice knowing my thoughts aren’t going into the void or being ignored by Envato.