Genesis Theme Upload Problem and No Reply To Support Ticket

Hello,

I am new to Themeforest and tried to submit a Genesis Child Theme 4 days ago. However the upload was rejected with a warning that there is no index.php file. However Genesis Child Themes mostly do not have an index.php. file as they reference to the framework instead.

The problem is that I immediately created a support ticket to explain the problem and ask for help, but haven’t got a reply for 4 days, though I received a confirmation that the ticket was received. Is this normal? Does it take so long to reply the tickets in Themeforest? Or might there be a problem about ticketing?

Thanks

The ticket will be forwarded through the Review department, so it may take a bit longer

Hi Kingdog,

Thanks for your reply. This is the fifth day, I hope they will reply soon.

Best

Hi KingDog,

I am writing to you as you are the only person from the staff that tried to help me by writing a reply to my post.

It has been almost a week since I created my ticket. 2 days ago I created another ticket asking if my ticket will be replied at all, which is also not replied.

My problem is simple I am trying to upload my Genesis theme, it is being rejected due to not having index.php, but the Genesis Child Themes usually do not have one.

At least I shall be told if I wont be helped to solve this problem, so I can try to do something else with my themes. You can just tell me to wait for 2 weeks, 1 month for a reply, forget about it or whatever for a reply. That is what I asked in my second ticket. However 1 week is a long time to ignore 2 tickets. I am new to Themeforest and worked on a couple of Genesis Child Themes to offer here. I spent almost an hour learning about the rules and do the questionnaire to be an author. There is a specific category for Genesis Themes in Themeforest, so I assume no reason for Themeforest to ignore my problem.

Best

Can I get your Support ticket number? I’ll check into it and see if we can get some action on it. Thanks!

Hi KingDog,

Thanks a lot again. Below you can find the details.

Best

Ticket ID: CYO-876-53180
Subject: Genesis Child Theme Upload Problem
Department: File Issue
Type: Issue
Status: Open
Priority: Medium