Is there any emergency support or live support for authors?

Envato Authors CodeCanyon
1

Hello everyone, I hope you are all doing well.
Recently, I listed two MERN Stack solutions on Codecanyon. However, I encountered a problem with one of my items, specifically Metajobs - a MERN Stack job board theme.

The preview image, thumbnails, and line image are all incorrect, which appears to be a mistake on my part during the theme update. Shortly after its approval by the Envato team, I realized that the preview, thumbnail, and screenshot were completely inaccurate.
Immediately, I made the necessary updates to correct the images and have been waiting for three days for re-approval. The incorrect images are not related to my product, causing confusion and a significant drop in sales.

Despite creating a ticket and requesting emergency support, I haven’t received the expected assistance. Is there any live support or channel for emergency author support?

Best wishes,
Zelal

2

Hi JS_Template,

There is no live support.

If you already submitted the update to get approve with correct images then keep patience.

Thanks

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3

Well, This is a good response. Thank you sir. I will wait

4

Not all edits will trigger a review. Pretty much everything you see on the “edit item” page should apply instantly and automatically upon saving, with the exception of tags and these four fields:

image
image961Ă—338 9.93 KB

I’m not sure if there are special circumstances for new authors like yourself, but generally, everything else does apply immediately which means you can update your thumbnail and inline preview image without waiting.

The problem is, if you supply a new “preview screenshots” zip file at the same time, which it sounds like you did here, then a review is triggered and your thumbnail/preview image changes are deferred.

So just for future reference, make sure to update your inline preview image and thumbnail first, and then update your zip files afterwards.

You should even be able to update those assets while in the review queue, but I wouldn’t risk it in your case since it’s likely to be reviewed in the coming hours anyways.

3 Likes
5

Wow, this is very helpful information. I will try this in the future; I will not attempt it now as you mentioned it might be risky.

Thanks for your information.

2 Likes