No response from support


#1

Hi there. Don’t know exactly where to turn, the situation is following:

2 months ago I bought this theme http://wp1.themexlab.com/m3/industry/ (tona themes) When I started customizing it, I realized, there is bug in a code - footer is not showing. I submitted a ticket, they couldn’t solve my problem. Later on, when site was online (more than week ago), I sent them login info, so they can check. Nothing. I sent another ticket. Nothing. I was forced to do footer manually, which took a lot of hours (and I am still not finished). What to do? My theme comes with a support, so I really don’t understand, why they are ignoring my tickets…

Thank you
Majda


#2

Hi @Mydee77,

Welcome to the forums! Is it possible that the theme documentation contains some instructions on how to activate the footer?

Also let me tag in @TonaTheme, as support tickets may sometimes get lost for various reasons :slight_smile:

Thanks,
Luca


#3

Hello Luca,

thank you:)

I got the instruction on how to activate the footer (first ticket), but when I activate it (widgets), it still shows nothing. I tried like hundreds of things, but nothing worked. I also checked other comments under this theme and there are some comments about footer not working. So I guess there is a code problem and I wonder, why they haven’t repaired it yet…

Thanks again,
Majda


#4

I’ve checked item comments section and there are similar reports indeed. Some authors may have had holiday break recently, but if you don’t get a solution in a timely manner and you are sure that you’ve followed author instructions fully and you can’t fix the footer problem on our own, you can:

  1. Notify Envato Help and Support about lack of theme support you paid for, or
  2. Check out Envato Market Refund Rules, and
  3. Read the Can I get a refund article.

Thanks,
Luca


#5

Thank you for your fast responses, appreciate it!

I will wait for a few more days, if nothing happens, I will do as you suggested.

Thanks again,
Majda