I downloaded a Magneto theme that had a back end issue, for one of my clients. I submitted a service request and have not received any correspondence or support. This issue has been outstanding for 2 days. Beware of doing business with this company, support is not prompt.
First these sites are marketplace with many different authors, so its not one just one company its hundreds to thousands of different individuals/companies
second support isn’t required by authors, as you are purchasing items AS-IS. ( The majority of authors give amazing support though )
Last did you try contacting the author or did you try contacting Envatos support? Evnatos support won’t/can’t help you with specific item issue.