**I made a puchase of Wordpress theme on themeforest, I download my theme after couple of seconds I GOT LOCKED OUT OF MY ACCOUNT…! **
I tried contacting support for couple of HOURS now, nothing no response…!
Hello!
Sorry to hear you’re having troubles with your account. Please give them time to get back to you. Envato Market Support team will reply your ticket as quickly they can.
Also you can check this help articles:
Thanks
May take 1-3 working days by the way.
Three days??? just to unlock my account? I don’t mean to question the process, but it seems excessive for simply regaining access. Is there a reason it takes so long, or any way to speed this up? The delay is having a serious impact on my business. Thank you for any insights you can provide!
Three working days.
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That depends on ticket queue only. I can understand urgency, but as we are not staff, we have no ability to expedite. As soon as support team reaches that ticket, they will check and reply.
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@SuzanaTArt - Thank you for explaining. I appreciate your understanding and the information. I know its out of your hands, but it helps to know how the process works. I’ll wait to hear from the support team and hope they can resolve it soon Hopefully 
. Thanks again for your help!
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@heisenhk Is this your first purchase on Envato? Have you had any previous payment disputes?
Envato accounts are often locked due to payment-related issues. For example, a failed or bounced payment, or one flagged as suspicious by the payment processor, can result in a temporary lock as a precaution. A history of declined payments or failed transactions may also trigger a lock in Envato’s system. There are several other payment-related reasons that can lead to a lockout on Envato.
I think it might take some time for Envato to respond, as this process involves verification with the payment processor.
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Thank you for your Reply
Yes, this is my first purchase with this account, and the payment went through successfully. I have all the transaction details, email confirmation—everything! I was able to download my theme and install it on WordPress. However, just as I was about to access the activation section to retrieve the activation code, I got locked out of my account!
I haven’t had any previous disputes or failed transactions, so I’m surprised this happened. Why would the account get locked after the payment went through and I downloaded the theme?
“Now 24 hours have passed, and there’s still no response.”
unbelievable
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@heisenhk Don’t worry, Envato support will definitely get back to you. As I mentioned, they may need to reach out to the payment processor to determine the cause of the issue, which could be one reason your ticket is taking longer to receive a response, especially given the volume of tickets they’re handling.
Have you checked your payment method and your bank account to confirm whether the transaction was successful or if the money was refunded due to any processing issues?
Regarding reaching out to support, we’ll see what happens. From what I’ve read and seen, there are countless cases of people complaining about their support.
As for the payment, I checked with my bank, and it went through. I have the transaction receipt and confirmation of purchase from Envato, and I downloaded the theme from my account. I installed it on my WordPress website, but when I tried to check activation, they locked me out of my account.
See what I mean? All I want now is for them to unlock my account or to reach out to me directly. This is beyond frustrating—worst customer support experience ever!
And now you’re telling me, “They may need to reach out to the payment processor to determine the cause of the issue, which could be why your ticket is taking longer to receive a response, especially with the high volume of tickets they’re handling.” This is not an excuse—why didn’t they reach out to me about it?!
I’ve read thousands of complaints about them online! Why do you keep suggesting it’s my fault?
This is the first time I’ve encountered a company with this kind of customer service experience—and no online support!
This is the first time I’ve encountered a company with this kind of customer service experience—and no online support!
This is unacceptable.
Create a ticket if you haven’t already:
If you have already, do not create another ticket but just reply the current one for the follow-ups.
As I already stated, it will take 1-3 working days ( minimum ) and weekends are not included. Be patient
Can you read!?