Envato Help and Support is worthless.
Contact with your purchase item author hope they will helped!
i think you don’t understand me! your purchased item author is expert on his item you can get help from him best no one can’t help like him(item author).
Please check have you any refund history for the theme?
Please open Help ticket and let them know if you didn’t already. Envato Customer support team will be happy to assist you. please give them time to get back to you.