Response Times:

We answer tickets (support requests from users) Monday – Friday, 9AM-5PM (GMT+10, Australian Eastern Standard Time) and also provide limited support on weekends. We do our best to answer tickets within 24 hours on weekdays, but please be aware that we may take slightly longer if you submit your ticket on a weekend or if your issue is complex.

Checking The Wiki Before Contacting Support:

Support can help you with any queries or problems related to the marketplaces, but we do suggest you take a look through the Marketplace Wiki articles and FAQs to see if your question has already been answered before you get in touch. There are certain issues that will always need to be resolved by Support, but it’s still a good idea to get in the habit of checking out the existing documentation on the Wiki before sending Support a ticket. This will not only save you time if your query has already been covered, but will help us resolve your ticket quickly should you need to send one. Common issues support needs to resolve are covered in the wiki, and many have guidelines for information to send so tickets can be resolved as soon as they are received.

If your query or problem is not covered in the wiki never fear! Send us a ticket with as much pertinent information as you can and we will do our best to give you the information you need or to solve your problem.

What Support Can Help You With:

The Support team can assist you with all of the following:

1. Account issues and queries
2. Buyer issues and queries
3. Author issues and queries
4. Referrer issues and queries
5. Copyright and piracy reports
6. General queries
7. Large deposits
8. Breaches of our terms and conditions (such as spamming, inappropriate content, forum posts, or sitemail)
9. Purchased items that are faulty or do not work as described
10. Feedback (we value positive and negative feedback!)

What Support Can’t Help You With:

Certain queries are unfortunately outside of the scope of the Support team. These include:

1. Help finding specific items on the marketplaces
2. Help customizing purchased items or commissioning items
3. Provide technical support for individual items
4. Problems navigating or using PayPal or MoneyBookers (this excludes issues with purchases, deposited funds or your account)

Contacting Support:

Contacting Support is easy! From any of the Marketplaces simply hover over the Help navigation button at the top of the page, and then from the drop-down menu choose Contact Support. From this page you can do a live search of the Envato Wiki to see if there is an answer to your question already, and if not, simply fill out the form at the bottom and send us your ticket. You will receive an email confirmation that we have received your ticket along with some important identifiers if you need to contact us about the same issue again. That’s all you need to do! We will be in touch via email shortly with a response to your inquiry.

We’re looking forward to helping you out!