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  • December 14, 2020 at 6:56 pm #1267241
    Johannes Kistemaker
    Guest

    Hi Kriesi,

    We have deployed the enfold theme now for quite some time at our site however we noticed that we did not receive any automatic updates since 2018 and we can’t update manually via the theme page. (We’re stuck on version 4.3.2)
    I tried to research how to update, but I wasn’t able to download any of the required files. The organization let someone develop the website, but that person claims to have lost all credentials (including to the registered email).

    All I have is the username + API. Is there anything you can do for us? (See private content)
    I could not submit this question via the form, since we do not have the purchase code.

    Does this Enfold license expire after some time? Or is it an eternal license?

    Regards,

    Johannes Kistemaker

    December 15, 2020 at 10:53 am #1267422
    Nikko

    Hi Johannes Kistemaker,

    Thanks for contacting us!
    The support does expire but the license is lifetime however there’s no way for us to verify with Username and API key since that is handled by Envato/Themeforest.
    The usual process is to login to the account used to purchase Enfold and download the latest version of Enfold but since the credentials is lost as well, I would suggest trying to contact Envato/Themeforest as they may be able to retrieve it otherwise the only option we could advise to consider purchasing a new one using your account.

    Best regards,
    Nikko

    December 15, 2020 at 11:22 am #1267430
    Johannes Kistemaker
    Guest

    Hi Nikko!

    Thanks for your response.

    If I would give you the credentials to the site or ftp credentials, could you update it manually? Since the license key is a valid purchased one it should still be activated after an update.

    You would help us out a lot!

    Regards,

    Johannes Kistemaker

    December 16, 2020 at 5:55 am #1267682
    Rikard

    Hi Johannes,

    Thanks for the update. We can help you out with the update, but we will need some sort of verification that you actual own a license. I would recommend that you try contacting Envato first to see if they can help you out with that.

    If you can’t get access to the account which bought your license, then I think you would have to purchase a new license. Otherwise you will have this same problem every time you want to update the theme, or need access to the theme files.

    Best regards,
    Rikard

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