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Dear Support Team
I have been a customer of yours since 2015 and have purchased four licenses of Enfold.Suddenly and for no apparent reason Envato Market has blocked my account (username: “ddexterieur”). When I wanted to know the reason, the only answer I got to my request was that it was “internal policies”. I have no idea for which reason I am denied access.
I need the access to download the future updates. Could you please help me? Maybe there is another way to get the updates or you have a contact to Envato Market and can clear the situation?
I am deeply shocked by the way Envato Market treats me and I have never experienced anything like this before. I sincerely hope that I can count on your support and get access to the updates I need.
Thank you in advance and best regards.
Daniel DuboisHey Daniel,
I’m very sorry to hear that you got blocked from Envato, but we don’t really have any power over their decisions unfortunately. Can you think of any reason at all as why this would have happen? It seems unlikely that they would block or remove your account for no reason at all. Could you try reaching out to their support again maybe?
Best regards,
RikardHello Rikard
Thanks for your answer. Actually, I hadn’t used my Envato account for more than a year and last month I decided to up-date three WordPress websites. I usually use the password manager KeePass for all my passwords, yet I don’t know why, but the function Auto-Type didn’t work correctly when I tried to sign in to my Envato account. I always had to do this manually. So, I wanted to find out what was the problem of KeyPass and tried several times to open my account. All of a sudden, I got the message that my account had been blocked.
I thought first that this wasn’t a big problem and contacted Envato Market. Yet, they denied to unblock my account and didn’t give me any reason why when I asked them.
Unfortunately, there is no possibility to forward you my email correspondence with Envato Market directly. I copy and paste them below so that you can see the contact I had with them.
What shall I do now? How can I get updates in future for the software I bought? I would appreciate so much, if you could help me or have an advice of what I could do.
I’m looking forward to hearing from you. Thanks in advance and best regards.
DanielThe 1st answer after my request to unlock my account:
Sarah (Market)
Nov 2, 2020, 10:34 GMT+11
Hi,
Regrettably, after further review, we’re using our discretion and will not be re-enabling your account.
Regards,
Sarah
Envato HelpMy reaction afterwards:
Hello Sarah,
What a surprise! I can’t believe it! What did I do that you exclude me suddenly without any explanation? What has happened?
I am you customer since 2015. I bought four of your products Does it mean that I am not allowed anymore to buy some others?
And how can I access my downloads Area to get the update of the products I bought?
I hope very much, there is a misunderstanding und you will revise the situation.
I look forward to hearing from you.
Best regards.
Daniel
PS. For your information I changed my username from “dudext” to “ddexterieur”.The 2nd answer from Envato Market:
Cinderella (Market)
Nov 4, 2020, 21:10 GMT+11
Hi Daniel,
Thank you for your recent email to Envato.
Unfortunately like all companies, we have a number of internal policies in place which, for business reasons, we do not divulge. After reviewing your request, we are unfortunately unable to re-enable your account.
We sincerely apologize for the inconvenience.
Kind regards,
Cinderella
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