Terrible Customer Service (Buyer Beware)

Envato Customers Purchases and Subscriptions
1

I have been attempting to find my purchase codes with unhelpful and incompetent Customer Service Support.

I needed to update a site I built years ago using a theme I purchased for a business I own but have hit brick wall with a service person (Sophie) who I cant get past cause as I have no option to call or talk to anyone above her.

I provided business bank account details of the purchase with receipt for that payment and all the emails that could be associated with the account. She stated that if I could provide the account transaction record and the last numbers of the card used that would verify it. However, that was not enough without advising me what else she additionally requires.

She can’t help me, and need to be directed to someone above or someone more willing to work with me to resolve this issue.

How do I talk to a person?
I am so frustrated been going around in circles for a over month.

Business reputation is important but I don’t think she cares either way!!

2

Not sure what the exact problem but you may need to solve the problem with support.

If you’re trying to recovery the purchase code that has been bought by someone else, I don’t think it’s something they can do. You need to contact the person ( not Envato support ) to get help. If you’re unable to do it, you will need to re-purchase the template .

1 Like
3

@mykel351 Sorry to hear about what you’re going through.

If you have access to your Envato account, you can find your purchase code by following this link: https://help.market.envato.com/hc/en-us/articles/202822600-Where-Is-My-Purchase-Code

If you don’t have access to your account, you can reset your password here: https://help.elements.envato.com/hc/en-us/articles/360000629086-Forgot-Your-Password

If the product was purchased using someone else’s account, such as a developer or teammate, and you don’t have access, Envato support may not be able to assist you. In this case, you’ll need to either buy a new license from your own account or ask your developer or teammate for the necessary details. It can be challenging for Envato to verify your claim if the item was purchased from another account.

1 Like
4

Update… Its seems you guys were right and Sophie.

It was associated with my old business partners email account. He was not sending me the emails, why he’s an ex business partner.

Thank you for your replies

5

@mykel351
In that case, I recommend purchasing a new license directly from your own account. Always buy items through your own account to ensure you retain access, even if a developer or partner leaves. Wishing you all the best with your project!

It looks like the Envato support team was already trying to assist you, but due to limitations in verifying with the information provided, they needed additional details.