Even though these are still active, their documentation was removed shortly after the new API was released and the new API website. Shame because I have been having such trouble with it lately and it’s been over a week since support said they would get back to me. wp-download returns a blank array for some of my products when provided with valid user credentials, and download-purchase returns a URL that is not properly decoded so WordPress throws an error.
I haven’t updated to the latest API because IMO it’s not yet complete so too much work for something they said is going to change again soon. You can try contacting support as well, but like I said before, I have been waiting an extremely long time for a simple problem (and the second time I’ve had the same problem, too) but still with no response yet
As with all of our projects at Envato we’ll be closely monitoring all of the impacts when it goes live and will be ready to respond should we need to.
Does that include if things go very, very bad? My sales are already suffering, and it sounds like I’m not the only one based on conversations with other authors. I was very much loving Envato for the longest time, but that last few months have been very hard and now I find myself just bitter. I’m constantly having buyers let out their frustration with the marketplace on me, as though I have any say. Based on this discussion board, I clearly don’t! Not only do I not have say, but I don’t have any control over my products or the people who buy licenses. Your own support times have been unbelievably slow so I cannot resolve some of these conflicts users have. I can’t help but feel like I’m being taken advantage of because as a CodeCanyon author, really my only other option is to sell on my own. At least then I can make my own decisions regarding anything surrounding my items: price, license terms, license longevity, support, etc…
I became a freelancer to be able to work for myself, but now I’m just an employee for Envato.
Hi Kopyov, That’s right, you can provide support for free on your own site, you’re just not allowed to mention it on Envato so that it doesn’t confuse buyers.
How could that NOT confuse buyers!? We either opt out and have it say “not supported” on our item page, or we opt in to display we support it, but then any customer who purchases a support package and later learns we offer free support would be rightfully ticked.
That seems like a way to back us into the corner with support, something that clearly we’re not excited about. The more and more I learn about this update, the more and more discouraged I become.
Why can’t support stay the way it is but with the option for paid support?! I would like to continue offering free support but still have it say “this item is supported through the author’s third party website”
I said it before, I’ll say it again: the reason EVERYONE else provides free support is because its our guarantee. We’re telling the customer we believe so much in our item that we will offer you free support, because we don’t think you’ll need it, but if you do, it’s there. It’s peace of mind, and I think if surveyed your buyers, the users who ONLY buy, they will tell you the same thing.
I do like the fact that the worlds biggest theme marketplace is trying to come up with SOMETHING to improve support. Kudos for that. But the process from idea generation to actual first draft is very flawed in my opinion, as feedback from the people you are trying to help with this policy (the authors) shows.
+1,000 (for your whole post)
It’s okay to want to be different and try new things in order to advance, but sometimes the system already in place across the internet is already fantastic and you should just roll with it. I cannot think of any other marketplaces that charge you for support and not updates. Charging for updates will be incentive to authors to keep their items up to date. And charging for support tells a customer you don’t believe in the product.
I want compensation for the support I offer, but charging for it, and only after their six months is over and you have to tick them off by asking them to purchase a support plan, is crazy. After looking at the numbers again, it doesn’t generate nearly enough money to compensate. I have provided updates for one of my plugins for three years, and many users have had it that long. $20 for a plugin that is constantly evolving, for a lifetime updates, talk about a crazy good deal!
There are marketplaces that charge people more than $100 PER YEAR for plugins. I don’t want to go THAT high, I think it’s a bit overkill, but $20 per year is more than fair. I do this everyday, and the only thing that makes it work is constantly creating new products to ensure my cash flow doesn’t drop, because once it does, I won’t be able to afford to upkeep the plugins that have sold well in the past.
Many users can think its worthless to argue, but myself and I’m sure many others will until we’re blue in the face, or leave the marketplace. If you’re dipping into our profits just for providing the marketplace, then we should get a heck of a lot more say because a marketplace is nothing without its authors and their products.
So many valid points brought up here. Other marketplaces seem to be doing just fine and their authors get paid more for their time
I’ll admit, I agree with the comic posted earlier, but I fear it’s too late to back peddle for Envato. If I had to choose between paid support and paid updates, obviously the second if for no other reason than the fact that it will generate more money. In fact, it would generate more money for both of us, because Envato takes a minimum of 30% for sale prices. If someone hasn’t made elite by the time their customer’s license expired, that’s more than 30% for you.
I think it’s a better compensation because devoted authors will be constantly updating to keep up with demands and the every changing world of websites. How many people really need support after 6 months? Most of my users don’t unless it’s to report a bug in a recent update, and as I recall, that is not within the definition of “support”.
If you have purchased the license code through your own account on Envato Studio and are 100% sure you do not know the other site that is registered, then maybe you should contact Envato Support. Posting in the forum won’t really help as license activation is at the discretion of the plugin’s author, and Envato Market can only help with things like this directly and privately through their support system.
Personally I don’t think it matters what Envato does with support. I received a one star rating today simply because I didn’t respond to the customer’s support request within a couple hours. It’s unreasonable, but changing the support rules is not going to change whether or not a person is being unreasonable.
Again, this is really an issue with the rating system and the inability for authors to do anything about it. If you justly give me a lower rating, then fine, but we need more support for customer who are just raging and look past the positives to slam a one star in your face, as though 100% of your product is invaluable.
Awesome, I like what I am reading so far! Just a couple questions:
- Will the API changes be released early enough that we can alter our external support sites ahead of time? I would like the ability to test everything before the changes.
- Response time is a select box of options rather than an open field. Does the number of days we select alter the support price? Why can’t we decide to use 3, 4, or 6 days?
Awesome! Change may not always be fun, but change for the better is worth it. I enjoy having this bit of the community, but sometimes it is aggravating to use. Can’t wait to see all of these changes listed!
That’s odd. Perhaps it’s just a display thing. Have you tried searching for one of the missing products to ensure they are showing up in search results? I ask because it looks like your Featured File in your profile is one of the missing packs from your portfolio, but I can still view the product page just fine. So I think users can still find them, just not via your profile’s portfolio.