How in the WORLD can I get support for the product I downloaded.

I have been trying for 3 hours to locate a place on this site, or even the support site where I can get a question answered regarding the product I purchased. It’s impossible to find a single human to help. Please direct me to a human being. Thanks.

It depends - if it’s from a marketplace like themeforest, CodeCanyon or graphicriver then you need to talk to the author

If it’s a download from elements then unfortunately these do not come with support

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Hello :slight_smile:

You can post your comment on item page for the author to see, or read through existing comments to see if your question has already been answered. Item Comments are visible to everyone.

To post a comment:

  1. From the item page click the “Comments” tab
  2. Scroll to the bottom of the page and type your comment
  3. Then, click ‘Post Comment’

Time taken to respond to your queries can vary depending on a variety of factors : volume of other tickets, availability of team mates, vacations etc.

I really appreciate your response. Receiving tech support on “supported” products doesn’t seem to be all that straight forward so your help is much appreciated.



Out of curiosity, would it help if “contact support” would be available in the product itself? (If it’s an installed thing with an interface.)

It would be VERY helpful to actually allow support anywhere on the site. Support for the Envato site, along with support for the item itself. At this point, all we can do is comment I believe. Also, if we cannot get actual support (that I can find) from Envato, I’m not sure who to interact with or how to do it if I require a refund or any other customer service related issue. At this point, I’m not confident I will receive the simple support I’m asking for as it pertains to my purchase because they are insisting I do things by email. Would be a 5 minute call if I could zoom or speak directly to someone who can quickly resolve the issue. I appreciate the question though. Thank you :wink:

If you visit an item’s page on the marketplace, you will see a series of tabs at the top, underneath the title of the item. The default tab is “Item Details” where you see the preview, description, etc. Another tab is “Comments” which you have now discovered, but there is also a “Support” tab which points you to support for that specific item.

It can definitely get confusing though, because each author will handle support differently. Some will have their own dedicated support website, while others may work strictly over email. In either case, the “support” tab on the item page will take you there or provide you with a contact form.

Envato Support is definitely a bit harder to contact. Their response to high ticket volumes has been to hide the ticket form. In general the only reason to contact them is for billing issues. You can find forms for things like refund requests by searching in the Help Center.

Thanks for your help. I really wanted to love the product, and I still would if it actually worked the way the demo works :frowning: I’ll keep trying to get to the bottom of the issues until I’m over it :slight_smile: