Hello. I can’t seem to get support with some products I’ve purchased. I didn’t receive a purchase code, and I’ve been going back and forth with the author who instead of helping is just dancing around the support. I can’t find any way to submit this to CodeCanyon or get help from them. Does anyone have any direction they can suggest?
Email string:
Support Team ((Removed) Support)
Sep 27, 13:05 CEST
Hello Ryan,
Thank you for your message.
While purchasing the add-ons, you were supposed to get the license certificate (PDF format) for each of them.
Unfortunately, we won’t be able to provide you with technical support unless you extend your support package or provide us with the purchase codes for the add-ons.
Apologies that the situation brought any inconvenience to you, we are simply acting within Envato terms of service accordingly to our contract with them.
Kate
Best regards,
Sep 26, 17:42 CEST
Yes. I understand that. After installing the add-ons, my (Removed) stopped working properly. The add-ons came with 6 months support. I’ve had them less than 1 month. The add-ons didn’t have a purchase code. You say they do. You tell me where I should find them. I go there, don’t see it, send you a screen shot showing the purchases from where you told me to look, and there is also no purchase code there.
Why are you not honoring the support? I can’t make Code Canyon send me purchase codes for products that don’t require them. What is it you want me to do here?
Why should I purchase additional support when the products I added which COME with support caused my system to stop functioning properly?
Ryan Barnes
(Removed)
Sep 26, 11:49 CEST
Hello Ryan,
Thank you for your reply.
We need valid purchase code.
We provide (Removed) support within our basic capabilities accordingly to the Envato regulations. Adequate support, in this case, would be logging into your backend setup and investigating which would involve our developers which we don’t have rights to do unless customer’s setup contains a purchase code with a valid support pack. Apologies that the situation brought any inconvenience to you, we are simply acting within Envato terms of service accordingly to our contract with them.
So please, update your support package or try to find purchase codes for the add-ons.
Kate
Best regards,
Sep 26, 09:49 CEST
This is what it looks like (see attached). I can’t find purchase codes
anywhere in there.
I have temporarily resolved the issue by turning off the WooCommerce in
(Removed), however I’m not able to take payments during booking because of it.
My goal is to have clients book and pay for their services through
Square (which is an option through WooCommerce) as all of my other
business is done through Square as it’s a major business platform in the
US and Canada.
My temporary workflow now is to have clients book, choose the pay at
appointment time, then send an invoice through Square. It’s more
tedious than it should be with automated booking software, but it’s a
workaround. The ideal solution would be to have a Square payment
directly through (Removed), but in the meantime getting the WooCommerce
payment system in place would also work.
Thank you.
Ryan
Attachment(s)
(Removed)
Sep 26, 08:39 CEST
Hello Ryan,
All add-ons have special purchase code.
Try to find them in your Code Canyon account in Downloads section.
Will be waiting for your reply.
Kate
Best regards,
Sep 26, 03:00 CEST
The add-ons do not have purchase codes that Code Canyon sent.
The order ID is::
[order ID]
On Sep 13 2018
(Removed)
Sep 21, 08:29 CEST
Hello Ryan,
Thank you for your message.
Could you provide me with the purchase codes of the add-ons?
Will be waiting for your reply.
Kate
Best regards,
Sep 20, 18:55 CEST
I understand that, but I do have support for the (Removed) plugins/add-ons
that I’ve added (and I bought a bunch of them) which could be the problem.
(Removed)
Sep 20, 18:53 CEST
Hello Ryan,
Thank you for your message.
We would be glad to help further, but we are required by Envato Market rules to provide support only to clients with a valid support pack. Please extend your support pack so we could provide further assistance.
You might find more information regarding these Envato Market terms here: https://help.market.envato.com/hc/en-us/articles/205923460?_ga=1.267211789.2034894494.1455820463
Kate
Best regards,
Sep 20, 18:31 CEST
Here is a screen shot.
The only thing different between when it was working before and now is
I’ve purchased add-ons and installed them ((Removed) Locations, (Removed)
Service Extras, (Removed) Service Schedule, (Removed) Special Hours) and
turned on WooCommerce. The error doesn’t tell me where to start looking
for the problem
Ryan
Attachment(s)
Sep 20, 18:27 CEST
Ryan Barnes
When a client tries to book a service, they are receiving an ambiguous error: "
“Sorry, this product cannot be purchased”
Please help! We have a major FB ad campaign running right now and we can’t book sessions!
- (Removed) v15.1: (Removed)
- (Removed)(Removed) Locations (Add-on) v2.0:
- (Removed) Service Extras (Add-on) v2.0:
- (Removed) Service Schedule (Add-on) v1.8:
- (Removed) Special Hours (Add-on) v1.9:
