An introduction to support on the Marketplaces

  • Envato staff look over every item before it can be sold on the Marketplaces.
  • Technical items contain help files to introduce you to the item and its components.
  • Authors can choose to support their items but this is optional and may vary.

Hands-on support for this item is provided by Planetshine

They will respond to buyers' questions via the contact form on their profile.

Go to profile

Additional information from Planetshine:

Support for our items includes:
  • Responding to questions or problems regarding the item and its features
  • Fixing bugs and reported issues
  • Providing updates to ensure compatibility with new software versions
Item support does NOT include:
  • Assistance in modifying you’re website, for example, changing colours of buttons, moving sections etc. (Since we are really nice, we usually help customers out with little and easy things anyway)
  • Creating custom functionality for you (It’s like calling Microsoft and asking for custom version of Windows)
  • Support for third party software (like Wordpress or Shopify) and plug-ins
  • Teaching you HTML & CSS etc.

Please note that we are located in Europe, so support is available only at European daytime during working days. It may take up to 24h for a well detailed response to your problem.

Frequently Asked Questions

My customer accounts page looks unlike the demo page (gray and ugly). What is wrong?

By default Shopify has selected it’s checkout version, instead of the custom one, that is part of this theme. To fix it, just go to your Theme Settings. Under “Additional Layouts” select “Customer Area Layout” value “theme”. Save the changes and the problem will be resolved.

While uploading the theme to Shopify I get this error: “Theme does not contain all required files: missing template “layout/theme.liquid””

This happens when you are trying to upload the incorrect .zip to Shopify. 99% of the time this happens when the folder that was downloaded from Themeforest was NOT unzipped beforehand.

Within the folder there are 3 items – Readme.txt, Documentation folder and a .zip file. The file you have to upload to Shopify is Callisto.zip.

How does the newsletter signup work?

When your customer enters His/Hers email and submits the form, a new customer gets created for them. You can see these signups in your Shopify admin under “Customers”. The newsletter signups will have no first and last name saved, so they will be showed as ”,” in the customer list. All newsletter signups “accept marketing” by default, so you will be able to send the newsletters.

When to contact Envato Support

Authors are experts on their own items, but if you're having trouble using the Marketplaces you should come straight to Envato Support.

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