I understood that if I purchased through Envato You guarantee support… how do I access support for the paid licence?
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That is correct - the author has marked the item as “supported” which means they must provide you with 6 months of free support. However, from a glance at the item’s comments section, it looks like they have likely been inactive for over half a year now.
Make sure that you are sending your support message from the item’s support page.
Unfortunately only the author can provide support for the item, so if you’re unable to get in touch with them, you can open a refund request and contact the Envato Help Team to let them know the author is not actively supporting the item.