Ah - so there is a link to create a ticket: It’s well hidden - I spent half an hour looking for it, and I still cannot find it on the website.
But for a webshop that collects payment and doesn’t deliver, I couldn’t care less if my account is locked. You really ought to make it a little easier to find the link for creating a ticket.
Anyway - after between 30 and 60 minutes, all of a sudden my purchase was registered and I could download my Drupal theme. Never seen such a slow webshop before. BTW, I also had around 10 mails asking me to confirm my email - only to be told that it was already registered when I clicked the link.
So now I hoped to enjoy the fine new Drupal theme: But unfortunately, it fails when trying to set it up according to instructions; but that’s quite another story, of course.
If you check the footer of the market website like themeforest you will find Under ’ HELP’ there is a link for Help Center. There you will get all types of help guide and also will find a Button to create a help ticket.
I am not sure maybe cache problem. Have you tried with clear your browser cache!
Please contact the author of your purchased Drupal theme, the author will assist you.
How to contact an author to get support or for any technical query: