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.
Frequently Asked Questions
The Official Support Policy
Our support mainly covers pre-sale questions, basic theme questions and bug reports.
Upon submitting a bug report, we will take it as a high priority case and we will release the fix with upcoming releases or we can send the fix to a customer via email if the customer needs the fix urgently.
We do not support individual customization requests, but we tend to advise and show direction on customization requests that customers ask.
Customers are always welcome to ask for feature requests and give suggestions that can improve our premium themes. All feature requests definetely will be considered and the consider features will be released with upcoming releases.
Our support generally operates from 9AM – 6PM GMT+8 time from Monday – Friday. The support response time is 24-48 hours but normally we tend to settle the questions as earlier as possible(even earlier than 24 hours).
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.