Frequently Asked Questions
Find answers to common questions about tickets, Envato verification, troubleshooting and more.
Common Support Questions
Browse the FAQs below — you may find the answer instantly before creating a new ticket.
Do I need an account to open a ticket?
Yes. You must be logged in to track your tickets, reply to messages, and view your full support history.
I bought the product on Envato — how do I get support?
Register using the same email you used on Envato. Then submit your purchase code when opening a ticket.
Where can I find my Envato purchase code?
Log in to Envato → Downloads → “License Certificate” → Copy the purchase code.
Can I attach screenshots or files?
Yes, you may upload screenshots, logs, configuration files or .zip archives.
How quickly will someone reply to my ticket?
We typically respond within 24–48 hours during business days.
What if I submitted the ticket in the wrong category?
No problem — our support team will move it to the correct category internally.
Can I reopen a closed ticket?
Yes, you may reopen a ticket anytime if the issue returns or wasn’t fully resolved.