Sorry, it looks like you're currently locked out of your account. Action Please!


#1

On a deadline to get a job completed and get the message “Sorry, it looks like you’re currently locked out of your account. Please contact Help Team for more details.”

I’ve lodged a support ticket, heard nothing thus far, I was in credit with my account so this makes no sense at all.

Could someone please deal with this urgently?

If envato are going to lock an account, the least they could (and should) do is email the account holder to advise this has been done, and the reason why.


#2

Just submit a ticket to support. They will get back to you shortly. There’s not much things to do except “to wait”


#3

Thanks… Did that many hours ago.

What annoys me is that they send out emails every day about promotions, but for something as important as this - no one advises you, and no one has provided any information as to why this has occurred.

All i’ve received after lodging a ticket is “I need to pass your ticket to another team, and we will get back to you as soon as possible”.

Still no explanation…


#4

You’re right but there’s nothing to do. May probably take more time because of the “Christmas”


#5

Same here. I guess they don’t want my money?


#6

I should have replied earlier.

Christian Bullock from the Help Leadership Team got on to this, and sorted it out within 24 hours.

Turns out that as we used a VPN to access a clients site that was otherwise geo-blocked. As Themeforest loaded up automatically in a tab their system viewed this as a security risk and locked down our account.

While nothing was communicated to us, i.e. we were not advised the account had been locked. Christian advised they were looking at way to improve communication in this regard.