2 posts
  • Has been part of the Envato Community for over 1 year
  • Has collected 1+ items on Envato Market
Wizults1
says

I’ve contacted Themeforest about an account that I no longer have access to because I’ve lost the password and I do not have the email address associated with it. The reason why I need access to that account is so I can get to the theme that I purchased with it last year. Really all I need is the Purchase Code so I can get support from the theme’s author.

I only got one response to my first ticket in which they asked for my account holder information, email address, Payment transaction ID, name of the most recent item purchased, and my PayPal address. I provided the information that I could and have yet to hear a response. This was on February 6! I’ve since sent another ticket 3 days ago and only got an automated response.

How long does it generally take for them to resolve a help ticket? This is very urgent as the theme I need support for is used for my main website.

539 posts
  • Sells items exclusively on Envato Market
  • Has collected 100+ items on Envato Market
  • Has referred 1+ members
  • Helped protect Envato Market against copyright violations
+2 more
-bianca-
says

Post your Ticket ID here or use Twitter. What do you mean with I do not have the email associated with it?

2 posts
  • Has been part of the Envato Community for over 1 year
  • Has collected 1+ items on Envato Market
Wizults1
says

Ticket ID #GUJ-432-97681

The account was registered with an email address that belonged to a former employee. If possible, I would like to merge that account (along with the purchases made) with my current one.

1088 posts Best-dressed man at PressNomics 2013
  • Power Elite Author: Sold more than $1M on Envato Market
  • Has sold $1M+ on Envato Market and is now a Power Elite Author
  • Made it to the Authors' Hall of Fame
  • Had an item featured on Envato Market
+13 more
Parallelus
says

That’s going to be a tough one to do without permission from the existing account user with access to the email address. There are some pretty strict digital privacy laws in Australia but Envato support will do their best to help.

3439 posts
  • Has sold $5,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Achieved the monthly Community Superstar Award
  • Located in United States
+2 more
organicbee
says

That’s going to be a tough one to do without permission from the existing account user with access to the email address. There are some pretty strict digital privacy laws in Australia but Envato support will do their best to help.

Yeah without actually permission from the original account creator/email owner I don’t see them being able to do much.

9 posts
  • Has been part of the Envato Community for over 2 years
  • Has collected 50+ items on Envato Market
cagefightmedia
says

On a positive note they at least responded to you they have ignored all our tickets we have spent a fortune on envato and they have proven how little they care about the customer makes you guys look bad

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