A common issue that can occur with users new to installing WordPress themes is a “Broken theme and/or stylesheets missing” error message being displayed when trying to upload or activate the theme.

This error message does not mean that the theme you have purchased is broken, it simply means it has been uploaded incorrectly.

Luckily, there is a very easy fix. Please follow the steps below to rectify this issue or watch the screencast.

• Download the final zip file from your downloads page.
• Unzip the final zip file; you should now have a final download folder.
• Do NOT upload the final download folder. Open up the final download folder.
• Browse the contents and find the actual theme folder. If you look inside the theme folder, you will see a “style.css” file. This is how you know you have found the theme folder.
• Upload ONLY the theme folder to your “wp-content/themes” folder.
• Login to your WordPress admin panel and activate the theme.

Optional: If you do not wish to manually upload the theme only folder to your “themes” folder, there is an option. You can zip up the theme folder (remember, ONLY the theme folder) and upload it via the WordPress themes admin panel by selecting “add new” and clicking “upload”.

That’s all there is to it, please be absolutely sure you are uploading only the theme folder when trying to install a WordPress theme. As always, if you have specific item questions or require technical assistance, we recommend you contact the author via his/her profile page.

Envato does not recommend the use of download managers (http://en.wikipedia.org/wiki/Download_manager) when downloading your purchased files from the Marketplace. Unfortunately, certain aspects of our system are currently incompatible with the way download managers usually access files, meaning your download may fail when using these third party programs. We recommend use of your browsers in-built download system.

If you do use a download manager successfully, you risk locking access to your files as our servers may record an abnormally large amount of requests to access and download the file (these programs usually create multiple connections to our server, each connection counting as a download). If you have used a download manager and access to one or more of your files has been restricted, please contact support for assistance.

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.

Limits on file downloads

We have implemented new restrictions on the number of times a purchased file can now be downloaded from the downloads page in an attempt to curb file piracy. Files are now subject to the following download restrictions.

A file can not be downloaded more than 20 times in any 24 hour period.

Once you exceed this limit, your item will be flagged as having been downloaded too many times in a 24 hour period and you will not be able to download the file for a further 24 hours. If you reach this limit and try to download the item again, you will receive the following error:

“This item has been flagged for being downloaded too many times in one day. Contact support for more details.”

A file can not be downloaded more than 50 times in total.

A file can not be downloaded more than 50 times in total, regardless of the time frame in which these downloads occur. Once you have exceeded 50 downloads in total, you will receive the following error message if you attempt to download the file again:

“This item has been flagged for being downloaded too many times. Contact support for more details.”

These limits have been put in place as an extra protection against piracy for author’s files. It is considered that these are reasonable limits which should not be exceeded under normal usage circumstances, however if you require access beyond these limits, please submit a ticket to Support and we will be happy to review your request.

1. Rate the Item

On your Downloads page you will find a list of every file you have purchased. Next to each will be an option to provide a star rating out of five for the item (five being best, and one being worst). By rating item you have purchased you will help other buyers gauge the quality of the file.

2. Comment on the Item

Every item page has an area beneath the main details area for comments. Anyone can place a comment, including people who have not yet purchased the item, however as a buyer your comments will be flagged as such with a small banner to the top right.

The comments area is great for asking the author questions, getting clarifications, giving feedback or suggestions or simply letting the author and other buyers know how you felt the item performs.

3. Contact the Author

On the author’s profile page, which you can access by clicking on the author’s name on the item page, you will see a contact form which you can use to send the individual a message via email. This is a good way to ask for assistance or let an author know about a problem. The author will get your email more quickly than they’ll see a comment on one of their pages and be able to help you with a shorter turnaround time.

Please keep in mind that authors are not obliged to provide assistance or support for an item. This is one reason why prices are so cheap on the Envato Marketplaces. Nonetheless many authors will help out, answer questions and help solve problems. It is important to remember that this is value added service they are providing. Take the time to thank them and leave a positive comment or rating to show them your appreciation.

Here’s how to get to your Downloads page:

• Sign in to your Account from any of the Envato Marketplaces
• Click on the My Account button at the top of your page
• Click on the Downloads link in the account toolbar
• A list of your purchases will be shown. If you have bought a lot of items (thank you!) then you may need to flip through a few pages to find the one you need. Click the Download button for the item you need.

There are restrictions on how many times a purchase can be downloaded.  You can read more about these restrictions here. Whilst in most cases you can still download an item after you’ve purchased it, you may only use it according to the license you have purchased. Read more about different license types available on the marketplaces.

1. Check to see if the author has stated on their profile page or their item page that they will provide support or assistance. Some authors are glad to answer questions, other authors may choose not to.
2. If the author provides support, leave a comment on the item page for technical assistance.
3. If you’d like to inquire with the author about commissioning a custom modification of a file, please send a Site Mail to the author directly. You can do this by visiting their profile page and using the form in the right hand sidebar. Authors may choose to work with you at their discretion.

An item should work as stated upon download. If the item does not work as stated or is malfunctioning somehow, please contact support who will assist you. If the item is found to be faulty or not working as described you are eligible for a full refund.

If the author updates the file with fixes or new features, you can re-download any file you’ve previously purchased.