4483 posts ThemeForest Senior Reviewer
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Ivor
Envato team
says

Hey DS,

Please check your email.

402 posts Help Team Leader
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MhW
Envato team
says

Quite sad that Purchase button errors have to wait on the same queue of usual support. 3+ days waiting is too much for a new item.
Hey VF!

3+ days is absolutely far too long for high priority issues like this to be seen. This is one of the reasons it’s important to have multiple Support Channels.

The Twitter Support channel really serves 2 main purposes:

1) To bring to our attention high priory issues that need immediate attention (Downtime, purchase bugs, broken links, security issues etc)
2) Ticket updates, so if you have a ticket already open with us and haven’t received a reply for a while, we can check on it’s progress and let you know where it’s at. :grin:


umm I’ve seen tons of support team member/community leaders suggesting to tweet for faster support responses….

There seems to be a misconception floating around that we’ll instantly reply to any ticket ID that’s tweeted our way. The truth is that unless the ticket meets one of the above criteria, it’s only fair to allow the ticket to run it’s natural course in the queue. :grin:

Christian

5306 posts Interactive Design
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digitalscience
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Hey DS, Please check your email.

Replied and submitted updated files, thanks!

5306 posts Interactive Design
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digitalscience
says

Is it possible that files can be corrupted while on the server? Our file was approved mid week last week, and had about 20 sales without issues, and then on the 30th the preview and download files were missing or corrupted, and users couldn’t purchase the file.

No one on our account accessed the edit page on the file or submitted any updates, so it appears that the server did something to the files, or perhaps a reviewer did something behind the scenes. all I know is we’re not responsible for the files to be missing, and we just feel this is unfair because having a file down for a few days within the first week of upload is going to potentially damage the success of the file. Also we’re still waiting for our update to get looked at :)

4483 posts ThemeForest Senior Reviewer
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Ivor
Envato team
says

@digitalscience,

The devs are already aware of the bug and they’re working on it. Sorry for any inconvenience.

Edit: The bug has been fixed and the item is purchasable again, thank the devs ;)

5306 posts Interactive Design
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digitalscience
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@digitalscience,

The devs are already aware of the bug and they’re working on it. Sorry for any inconvenience.

Edit: The bug has been fixed and the item is purchasable again, thank the devs ;)

Great thanks guys!

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VF
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Is this bug related to file format / upload errors or something internal with server? Asking this because, it is a new item that managed to sell 19 or something in 1 or 2 days. Without any change in file, suddenly it stopped selling for 3+ days. (Based on OPs message in this thread)

Losing 3+ days of sales in first week is nearly a death for a new item here; since any potential file may lose its entry on Weekly popular. To staffs: Now the affected item deserves to be listed back on home page etc to balance its lost exposure?

5306 posts Interactive Design
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digitalscience
says

Is this bug related to file format / upload errors or something internal with server? Asking this because, it is a new item that managed to sell 19 or something in 1 or 2 days. Without any change in file, suddenly it stopped selling for 3+ days. (Based on OPs message in this thread) Losing 3+ days of sales in first week is nearly a death for a new item here; since any potential file may lose its entry on Weekly popular. To staffs: Now the affected item deserves to be listed back on home page etc to balance its lost exposure?

The situation isn’t ideal.. one of those “tough luck” situations ;) Apparently the issue was caused by not having “active attachments” not sure what that means exactly, but it’s something to do on Envato’s side.

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