Support Policy

Envatx Support Policy

This Support Policy describes how we provide our support service to you after your purchase. Please read carefully to understand the scope, channels, and limitations of our support.

1. Scope of Support

We provide support only for products purchased directly from Envatx.

Before submitting a support request, please review:

The product documentation.

Our FAQ section.

Many common questions are answered there and can save time.

2. Support Channels

Support is provided only through our official ticket system:

👉 Submit a Support Ticket

⚠️ We do not provide support via email, live chat, social media, or website comments. The ticket system is the only official way to access technical assistance.

3. Support Hours & Response Times

Business Hours: Monday to Friday, 09:00 – 18:00 (GMT+3).

Response Time: Most requests are handled within 24–48 hours.

Complex Cases: In rare cases, resolution may take 3–5 business days.

All requests are processed in the order they are received. While we aim to respond quickly, immediate responses are not always possible.

4. Security & Temporary Access

To resolve certain technical problems, we may request temporary access to your website or FTP.

Change your admin and FTP passwords before sharing access.

Reset your credentials after the issue has been resolved.

Envatx is not responsible for damages caused by credential leaks.

5. What Our Support Covers

Our support service includes:

General usage guidance for Envatx products.

Resolving licensing and activation issues related to Envatx products.

6. What Our Support Does Not Cover

Our support does not include:

Answering general development or technical questions unrelated to product defects.

Product installation or configuration.

Product modifications or customizations.

Demo data installation.

Custom programming or freelance work.

Compatibility issues with third-party themes, plugins, or software.

Issues with unsupported versions of WordPress or other frameworks.

Updates, migrations, or transfer assistance.

Fixing bugs in third-party code.

Server configuration or server-side issues.

Repairing broken sites due to misconfiguration or misuse.

General WordPress or CMS support not related to Envatx products.

Any services beyond the purchased product’s advertised functionality.

7. How to Submit a Good Ticket

To help us resolve your issue faster, please include:

Your order ID, product name, and version.

Clear steps to reproduce the issue.

Expected vs. actual results.

Screenshots or short videos (if possible).

Temporary staging access (only if requested).

Server and environment details (hosting type, PHP version, CMS/framework version, error logs).

8. Fair Use & Limitations

Our support is designed to help you use the product as advertised. It is not a replacement for custom development, modifications, or training.

We may reasonably limit the scope or number of tickets to ensure quality support for all customers.

9. Policy Updates

This Support Policy may be updated from time to time. The latest version will always be available on the Envatx website.

📌 Official Support Channel: https://www.envatx.com/contacts