Viewing 12 posts - 1 through 12 (of 12 total)
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  • June 2, 2020 at 12:41 am #1218585
    Jags
    Guest

    Hi,

    I am trying to update Enfold theme (4.5.4.) to the latest version.
    I get an error: An error occurred while updating Enfold: Update package not available.
    Even though it shows “A new Version (4.7.5) of your Enfold Theme is available! You are using Version 4.5.4.”

    Theme was bought from Envato by my clients using username (in private content)
    Is the update included in their purchase or do they need to buy again?

    Thanks,
    Jags

    June 2, 2020 at 10:25 am #1218717
    Rikard

    Hey Jags,

    I tried logging into your site but the details you posted are not working, please check and verify.

    Best regards,
    Rikard

    June 2, 2020 at 10:34 am #1218720
    Jags
    Guest

    The copy of this site is on my local machine.
    I gave the username and email for Envato account so that you can track that we have actually purchased the theme and was not for the website.
    What could be the reason for “update package not available” error?

    June 3, 2020 at 6:29 am #1218926
    Rikard

    Hi,

    Did you register the theme with Envato? https://kriesi.at/documentation/enfold/theme-registration/

    Best regards,
    Rikard

    June 3, 2020 at 6:48 am #1218931
    Jags
    Guest

    Yes. The theme is registered with private token and I see the details of my client.
    Below that Enfold shows that theme has an update.
    But when I click on update, it says update package is not available.
    Weird part is that theme purchase does not show up in Envato account as well. But the private token fetch the registration details.

    June 4, 2020 at 5:53 am #1219295
    Rikard

    Hi,

    Thanks for the update. If the purchase doesn’t show up in the Envato account then it was likely purchased using a different account? We can’t really help you out with finding out which account purchased what unfortunately, could you try reaching out to Envato support maybe?

    Best regards,
    Rikard

    June 4, 2020 at 9:51 am #1219320
    Jags
    Guest

    Thanks the reply Rikard.
    I have attached a screenshot which shows the information displayed by Enfold theme after I added the private token.
    So I know that the particular account was used to purchase the theme but still the update fails.
    Please see screenshot in private reply.

    It seems different checks are being performed in case of verifying private token and using that to fetch the latest update.
    Envato support is not replying to my query. Can’t you propose a workaround and send me a theme update link by verifying the details at your end?

    June 4, 2020 at 2:36 pm #1219409
    Yigit

    Hey,

    Since download and purchases are managed by Envato/ThemeForest, unfortunately we are not able to do that.

    I searched the email in our database as well but that cannot be found. Do you have a copy of the license so we can validate your purchase?

    Best regards,
    Yigit

    June 6, 2020 at 3:46 pm #1220060
    Jags
    Guest

    Thanks for you help Guys..But it was taking too much time and my client just went ahead and bought the theme again.
    The issue is at Envato’s end and I have still not received any response from them. I will follow up with them later.

    June 7, 2020 at 7:31 pm #1220248
    Victoria

    Hi Jags,

    Ok, please let us know if you need more help or we can close this one.

    Best regards,
    Victoria

    June 7, 2020 at 7:49 pm #1220260
    Jags
    Guest

    Please close.

    June 7, 2020 at 8:44 pm #1220296
    Victoria

    Hi Jags,

    Closing the thread.

    If you need further assistance please let us know in a new one.
    Best regards,
    Victoria

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