Security is a top priority at Envato, and we take account security very seriously. While the process of locking accounts can be frustrating, we aim to protect you and our community by providing a safe online experience.
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What to do if your account is locked
If your account has been locked, please follow these steps. We’ll get you on your way as quickly as possible.
- Get in touch with us via this link.
- Make sure to select the correct category from the dropdown: ‘My Account’ ‘My account is locked’. We prioritize these tickets, which helps us respond more quickly.
- Be sure to include your Envato Market username and a brief description of what happened before you were locked out (e.g., "I tried to buy this item - the PayPal transaction went through, and now I'm locked out").
Please also check the following before contacting us:
- Your payment method (whether it's PayPal or credit card). Depending on the method, you might want to contact them first to make sure it's not caused by their system. This can prevent duplicate issues where you get locked out again after we’ve unlocked the account.
- Make sure you're not changing or sharing payment details with other people.
- If you are unhappy with a purchase, please contact us before opening a PayPal or credit card dispute. We have a clear refund process outlined here. Any dispute will automatically lock your account as a security precaution, and it can take much longer to resolve than contacting us directly.
If you have already opened a dispute, please drop us a line via the help form and we'll guide you from there.