Seeking resolution for a mistakenly locked license key and support team's unhelpful response.

Envato Authors Theme Authors
1

I’m facing a challenging situation with the BE Theme support team, stemming from an unintentional license key application. A friend, lacking in technical knowledge, mistakenly used my BE Theme license key for his website. This error occurred because my license key was auto-saved on a computer we both used. It’s important to note that my friend had already purchased his theme but due to confusion and inexperience, applied my license instead.

Upon realizing the mistake, I immediately reached out to BE Theme support for assistance, hoping to clarify the situation and seek a resolution. However, the response I received was far from helpful. The support team’s replies were not only rude and disrespectful but also dismissive of the circumstances. Despite my respectful and repeated explanations that there was no intentional misuse of the license on my part, and assurances that the site could be taken down, their focus seemed solely on compelling me to purchase another license. This approach feels like a clear attempt to capitalize on an honest mistake, showing no interest in genuinely addressing or understanding the issue at hand.

Their insistence on this solution disregards the fact that the error was not mine and that the actual license owner (my friend) is not cooperating in rectifying his mistake. It’s a frustrating deadlock where I am being penalized for an action I did not commit, with BE Theme support showing no flexibility or willingness to consider the nuances of the situation.

The entire ordeal has been disheartening. As a user who has always appreciated and recommended the BE Theme, the support team’s lack of empathy and customer care has been both surprising and disappointing. I’ve engaged in numerous emails with the support team, each time presenting my case clearly and seeking a fair resolution, only to be met with responses that feel automated, cold, and, frankly, dismissive.

I’m reaching out to the community here for advice, support, or any guidance on how to navigate this situation. Has anyone else faced similar issues with theme support teams? How did you manage to find a resolution? Any input would be greatly appreciated, as I find myself at a loss on how to proceed without the support team’s cooperation.

2

It doesn’t really make sense how your friend access the purchase code of yours, first but it seems he has enough knowledge to use the code on his website - it doesn’t sound like an excuse from that point.

Secondly, if he has already purchased the theme, too, you could just use his purchase code. The problem should be solved. ( in some matters )

Apart from that, according to the license and policy of Envato, one license = 1 website ( one end-user ) and authors has right NOT to provide the support to change the license if the key has been already used. Mistakes happen but you could learn something from it and have experience it for the next time not to make the same mistake.

3

I totally agree with the points you’ve made, and I understand the licensing policy of Envato well, which stipulates one license per website. This principle has always guided my use of themes, and I’ve never intended to contravene these terms.

The issue at hand arose from an honest mistake, leading to my current predicament where BE Theme support has blocked my license. In seeking resolution, I proposed a reasonable interim solution: to temporarily take down the website that used my license by mistake, until the proper license could be applied. Unfortunately, the support team has been unwavering in their stance, suggesting that purchasing a new theme is the only way to resolve this and have my original license reinstated.

This response overlooks the fact that the mistake was unintentional and that I have no need for a second license. The website in question belongs to a friend who is currently unavailable for the next few months due to work commitments, leaving his site idle and him unable to immediately rectify the license usage with his own purchase code.

My appeals to BE Theme support for understanding and flexibility have been met with a firm directive to make an unnecessary purchase, despite my willingness to ensure compliance with Envato’s licensing terms. This has been a disheartening experience, as my aim was to rectify an honest error and continue my support for a product I value, without being compelled to acquire an additional, unneeded license.