Envato Market doesn't provide technical support for individual items — that's the author's responsibility. Envato Market can assist with platform-related queries and escalated disputes. This FAQ covers what item support does and doesn't include, how long it lasts, and what to do if you're not getting a response.
Does Envato Market provide support for individual items?
No. Envato Market can't provide technical support for individual items — support for item-specific issues should go to the item's author. We can help with platform-related queries and escalated disputes instead.
What is item support, and what's included?
Item support gives you direct access to an author to help resolve issues with your purchased item, for up to 12 months. Not all items include support — check the item page before purchasing to confirm.
For the full breakdown of what is and isn't covered, including real examples of each, see What is Item Support, and what's included?
What's NOT included in item support?
The following are outside the scope of item support, regardless of whether your support period is active:
- Installing the item on your server or CMS.
- Hosting or server configuration help.
- Customizing or modifying the item beyond its original features.
- Support for third-party software not bundled with the item.
Any direct arrangement you make with an author for these services is separate from Envato Market's item support — Envato isn't responsible for the outcome of such arrangements and can't mediate or intervene in them.
Does item support cover installation?
No. If you need help installing an item, you can ask the author directly whether they offer this as a paid service — but any such arrangement is strictly between you and the author, and Envato can't mediate or intervene.
How long does item support last?
6 months from the date of purchase is included by default with every supported item. You can extend this to 12 months at checkout. An item can never have more than 12 months of active support at once.
Can I extend or renew my support after it expires?
Yes. If your support has expired, you can purchase a renewal from your Downloads page, provided the author still offers support for the item. If your support hasn't expired but has less than 6 months remaining, you may be able to purchase an extension. See how to extend or renew Item Support for step-by-step instructions.
What if the author isn't responding to my support request?
If you've submitted a request and haven't heard back within a reasonable timeframe, contact the Envato Market Customer Success team and we'll look into it. Keep a copy of your conversation with the author, including any unanswered messages.
What happens if an item is removed from the marketplace?
Items can be removed at any time, at either the author's or Envato Market's discretion. Once permanently removed, an item can't be offered for download again — we can't guarantee an item stays available indefinitely after your initial download.
We strongly recommend downloading and storing your purchased items locally as soon as possible after purchase. See why items get removed and the Envato Market User Terms for more.