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How to get support for an item which isn’t working correctly
Steps to take when troubleshooting an issue with a file.
1) Read the help documentation
2) Check the discussion on the item page
3) See if the author offers support
4) If there is a bug or the file does not work as described, contact Support
The first thing you should do when trying to resolve an issue you are experiencing with a file is carefully read any support documentation that came bundled with the file, often authors will list common issues and how to resolve them in their help documentation. If you can’t find any help in the documentation that came with the file, you should take a look at the discussion on the item page to see if any other buyers have had the same problems – the author may have already answered your question. If you can’t find an answer here, leave your question or send the author an email using the contact form on their profile page. In addition to this, many authors have their own forums where they provide support for their files. Please check for this. A link may be provided on the product page or in the documentation bundled with the item.
The author isn’t responding to my questions!
Whilst we do encourage authors to provide support for their products, they are under no obligation to do so, and this is entirely their choice. This is part of the reason why files on the marketplace are so cheap. Because of this we provide you with live, working examples that you can examine prior to purchase, you are also encouraged to ask questions before you buy the file. Even though not all authors provide Support, Envato requires that all items on our Marketplaces work 100% as described.
This file isn’t working the way it was described or has a bug, what do I do?
All files go through a thorough review process prior to being approved, but occasionally problems can slip through the cracks. If you believe that there is an issue with a file you have purchased, then please contact Support and we will investigate. Remember to include as much detail as possible, for example, saying “it doesn’t work” is too broad to be of assistance. We ask that you report these problems with as much detail as possible so that we can recreate the problem if necessary and inform the author of the problem.
