Does Envato Market provide support for individual items?
No. Envato Market is unable to provide technical support for individual items. Support for item-specific issues should be directed to the item's author. Envato Market can assist with platform-related queries and escalated disputes.
What is item support?
Item support is a service offered by many authors on ThemeForest and CodeCanyon. When you have an active support period, the author is available to help you resolve issues with the item.
Not all items include support. Please check the item page before purchasing, to confirm whether support is offered. For guidance on how to reach out to an author, see How to contact an author. For full details on what is and isn't included, see the Item Support Policy. For more information on supported and unsupported items, see Purchasing Supported and Unsupported Items.
What is included in item support?
During an active support period, authors are expected to:
- Answer technical questions about the item's features and functionality
- Help with third-party assets bundled with the item
- Assist in fixing bugs or issues with the item
What is NOT included in item support?
The following fall outside the scope of item support, regardless of whether your support period is active:
- Installation of the item on your server or CMS
- Help with your hosting environment or server configuration
- Customization or modification of the item beyond its original features
- Support for third-party software not bundled with the item
Any direct arrangements made between you and the author to provide these services or any other direct services are separate from the item support provided under Envato Market. Envato is not responsible for any services, agreements, or outcomes arising from such arrangements and is unable to mediate or intervene in those transactions.
Does item support cover installation?
No. Item support does not include help to install the item on your server or CMS. If you require installation assistance, you may wish to contact the author directly to enquire whether they offer this as a paid service. Please note that any arrangements made outside of the Envato Market platform are strictly between you and the author. Envato is unable to mediate or intervene in those transactions.
How long does item support last?
All supported items include 6 months of support from the date of purchase. At the time of purchase, you also have the option to extend this to 12 months. An item cannot have more than 12 months of active support at any given time.
Can I extend or renew my support after it expires?
Yes. If your support has expired, you can purchase a support renewal from your Downloads page, provided the author is still offering support for that item. If your support has not yet expired but has less than 6 months remaining, you may be eligible to purchase a support extension. For step-by-step instructions, see Extend or renew Item Support.
What if the author is not responding to my support request?
If you have submitted a support request and have not received a response within a reasonable timeframe, please contact the Envato Market Customer Success team and we will look into this on your behalf. Make sure to have a copy of the conversation with the author and/or unresponded messages.
What happens if an item is removed from the marketplace?
Items can be removed at any time at the author's discretion or by Envato Market. Once permanently removed, the item can no longer be offered for download. Envato Market cannot guarantee the ongoing availability of items after your initial download. We strongly recommend downloading and storing your purchased items locally as soon as possible after purchase. For more information, see Why has my item been removed? and the Envato Market User Terms.