I uploaded a couple of days ago a 4K version of a previously accepted FullHD video. That 4K version was rejected, even though I informed the reviewer and provided a link to the FullHD video.
Since envato allows two versions (4K and FullHD) of the same video, I contacted support and received a pre-made message from a Help Officer which basically ignored my explanation and request for things to be fixed. I replied to that message trying to be even more clear and linking to envato’s own rules. To that I got a message with the rejection note from the reviewer.
So, what kind of magic do I need to do for things to be sorted? Do I need to go through the help form again and hope for a better Help Officer? Do I re-upload again the file and use CAPS on the message to the reviewer?