I client of mine had a designer build their site. He used the Incarnation theme, and the theme is having some compatibility issues with the most recent wordpress update. It looks like you guys make theme updates available for download.
What is your process for a situation like this, where we need to get the update?
I am afraid the only way to get full support and theme updates is by having access to a Themeforest account which was used to purchase the theme.
The easiest way would be to get in touch with your developer and ask him for the purchase code and an API key. That would allow you to create a forum account here (one that got access to more than the pre-sale question area) and would also allow you to update the theme from your backend.
If you cant get in touch with your developer for whatever reason, you can also try to contact Envato support and ask them if its possible for them to credit the purchase to a Themeforest account of your own: https://help.market.envato.com/hc/en-us/requests/new
However this will probably only work if your developer already sent you a payment receipt or something similar for the purchase.
Last option would be to create a themeforest account of your own and use it to re-purchase the theme.
I hope one of the first two options works out for you, but unfortunately we can’t help until we have a valid verification that the theme was purchased properly. This is necessary for us, since there are quite a few people out there who don’t buy the theme on themeforest and instead download it for free on illegal file sharing sites and then even have the audacity to ask us for support.
Sorry for that!
Completely understandable. Thanks for the quick response.
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