Hello!! — I am having a timeout error on my new theme with Envato Themeforest. when pasting my license key. It’s not an issue with the firewall or proxy. And I’ve cleared the cache on my site and browser. My internet connection is great otherwise. I’ve tried submitting my license key directly, as well. But the page just refreshes, leaving the license key in place with the button key back to its “unpressed” state. What’s going on?
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Hi,
Please contact the author of your purchased theme, the author will assist you.
How to contact an author to get support or for any technical query:
https://help.market.envato.com/hc/en-us/articles/203039054-How-to-contact-an-author
Thanks
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This is interesting as the domain name according to whois is not registered. You need to contact the author, or contact Envato support.
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Thank you for mentioning that! – I was wondering why the key was not being sent to an envato or themeforest server. I thoguht maybe it’s engaging with a third party verification server!? — I have no idea, really. I did set up a ticket yesterday. Still waiting for a reply.
I just noticed that the fuelthemes site is noted in the text document that came with the theme, which holds the licence key. And when searched from google, the site can sometimes load. It just never loads where prompted in the theme to enter the key.
Contacting the author would help you to solve the problem.
When you enter your purchase code, it is validated on the author’s website instead of Envato. This is because the Envato API requires a personal token for authentication and rate limiting, which is assigned to the author. If the author verifies the code directly through Envato, their personal token could be exposed and misused. Additionally, the author may have a system to check if the license code is already in use on another end product.
Did you submit a ticket on the author’s website or contact Envato? If not, you can reach out to the author via the contact form on their profile.
There are two options -
- You wait for a reply from the original author of the theme you purchased, which hopefully should resolve your issue OR
- If the author is not responding then go to this link here and complete the form as necessary.
In your case choose Something I Have Purchased - hope you get it resolved.
Thank you. Yes, I did submit a request on the day I posted this question. So far I have not heard back. I get an apology letter every few days from Envatos saying they have a lot of requests right now.
I have contacted the author and hopefully they might be able to resolve this for you. Otherwise sadly you will need to wait for Envato to respond as they or the author, are the only ones that can sort this out for you 
Thank you!! — I also spent 30 minutes with my ISP Bluehost, asking the if they could resolve it. They reset the HTaccess file, and some other resets. But nothing has changed the situation.
Hello Sir,
We have changed the API endpoint, and in the latest update, we have also updated the API endpoint in the theme.
Please update the theme manually, and everything should work fine. If you need further assistance, feel free to message us.
Thanks & Regards,
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Hello,
We did not receive any email or request from you. Could you please send it again from our profile?
Thanks & Regards,
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Hello! — I made he request with Envato on March 7. The ticket number is 3816152. — Is there a separate place to submit a request on your profile, because I did not see a form there?