An introduction to support on Envato Market

  • Envato staff look over every item before it can be sold on Envato Market.
  • 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.

Author support for this item

The author of this item, CosmicLabs, will respond to buyers’ questions and provide limited support through their own support system.

Additional information from CosmicLabs:

We’re more than happy to answer any support request and will try to get back to you within 24 hours, and will always find a way to help solve your problem.

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
  • Help setting up templates
  • Basic customisation instructions (no customisation services)
  • Answering any questions or problems!
Item support does not include:
  • Customization and installation services
  • Support for third party software and plug-ins
Go to item support

Frequently Asked Questions

“I can’t install this theme. It says its missing the style sheet and template”.

Sorry but this HTML template isn’t compatible with Wordpress so cannot be installed – but Wordpress support may be added in the future.

“Can I play videos stored on my server or do they have to be on YouTube?”

Unfortunately the system we use in Glacial only supports YouTube videos. You’ll have to upload your video to YouTube in order for it work with the video background. You could always set it to an unlisted video on YouTube so only those with the link (i.e. this template) can view it.

“I turned on the video background but only see a loading screen with no other content. What am I doing wrong?”

This is because the video background only works on web servers. If you are testing Glacial locally on your computer, the video background won’t work. You’ll need to upload the files to a Web Server or use a local development server like Wamp or Mamp. Get in touch with us if you need further support.

When to contact Help Team

Authors are experts on their own items, but if you're having trouble using Envato Market you should come straight to Help Team.