I purchased 10+ product on codecanyon, as well as elements envato account.
“We cannot provide support if the error doesn’t exist on our end. Also, this item is not supported as per Envato policies. If there is any issue in the source code that exists on our end we can provide assistance in that matter.”
same line from lot’s of seller. So Why waste money on codecanyon.
simply add 1 line for every customer- Don’t buy this script if you don’t have knowledge of this coding because seller not support.
Issues regarding to third party software and custom modifications are not covered by “support” as well as if you have purchased the item on Element, the author is not entitled to provide it, too. You need to purchase the item from the CodeCanyon if you need support
they can’t claim it would be against envato policies unless the issue is either not related to their script or they have declared the item unsupported on the item page
It’s impossible to comment without clarity on the item and issue but if they are not able to provide info on why the request breaches envato’s policy then you can contact envato themselves Envato Market Help and Support