I hope this message finds you well. I recently purchased a second license for the Flatsome theme via ThemeForest, intending to use it for a separate website from my initial purchase. However, after downloading the files and checking the purchase code, I noticed that the license code provided for the second purchase is identical to the one from my first purchase. Each time I try to activate the theme on the new site, I receive an error stating that the code has already been used—pointing to my first installation. This has made it impossible to use the second purchase as intended. To clarify: I made two separate purchases under my Theme Forest account.
Both licenses are for use on different websites.Unfortunately, the same license code seems to have been issued for both. Could you kindly look into this and help issue a separate and valid license code for my second purchase? I would be happy to provide: My ThemeForest username, beside all information is on my account which include: * Invoice numbers or purchase receipts for both transactions. Your assistance is greatly appreciated. Please let me know if you require any further information to resolve this issue.
Hi josephzulu123,
Please open a Support Ticket via Envato Help and Support. They will be happy to help. Thanks!
Dear KingDong,
Thank you for your earlier advice regarding the customer support form.
As instructed, I submitted the support form both before and after your response. It has now been 48 hours since my first submission and 22 hours since the second one, but I have yet to receive any reply.
This is the second time I’ve faced this issue — I also contacted support about it two months ago and, unfortunately, never received a response then either. I’m concerned that my requests might not be reaching the right channels.
Is there a more reliable way to get in touch with the support team or escalate this issue?
I’d appreciate any guidance you can provide.
Best regards,