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Posts
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Hi,
I just purchased an extra 6 months of support for my Enfold License.To create a support thread on the Enfold Forum, I am asked to enter my new license key. However, Themeforest Support tell me that a license key is not provided when a support extension is purchased.
So, how do I access the Kriesi Enfold Support forum?
Thanks,
AngelaHi Angela,
Thanks for contacting us!
First, to create a support thread you’ll need to register your account first in our forum.
You will be required to enter a purchase code which you can get from themeforest (screenshot below):
If you can’t access the forum then you need to do the following to renew support:
- Log in to your account in Themeforest
- Hover over your username and click ‘Downloads’ from the drop-down menu.
- The downloads section displays a list of all the items purchased using your account.
- Click on ‘Renew support now!’ or ‘Extend now’ next to the item you wish to renew the item support for and that’s it!
If support hasn’t expired yet or renewal is successful then you should be able to access the forum without any issues.
For further information please check envato’s documentation regarding renewing items: https://help.market.envato.com/hc/en-us/articles/207886473-Extending-and-Renewing-Item-SupportBest regards,
NikkoHi,
I contacted Envato Customer Support. They said that because I purchased 6-months of support only, there is no purchase code. There is no license key displayed in the Downloads section of my Themeforest account profile for the same reason.How do we fix this problem? I made my purchase on 1st December and I am still trying to resolve this.
I can send you a purchase confirmation and invoice receipt that I was sent when I purchased the support extension.Your help would be appreciated.
Hi Angela,
There is no purchase code with support extension, the purchase code comes with the theme license. Are you able to download Enfold from your Themeforest account? If not, then maybe your license was purchased using a different account? We can’t help you with problem on the Themeforest platform unfortunately, so it might be better if you reach out to their support directly.
Best regards,
RikardHi,
I contacted Themeforest support but they referred me back to you. So, it seems that I have a purchased 6-months of support that is unusable.I have requested a refund but I am at a loss how to obtain support for Enfold.
Regards,
AngelaHi Angela,
Did you purchase the Enfold theme or someone else purchased it for you?
Best regards,
NikkoHi,
Then you can get one of the 3 purchase codes and register on the support forum. That shouldn’t be necessary though, since you are already registered: https://kriesi.at/support/author/angeladlh/
Best regards,
RikardHi Rikard,
I tried using the purchase codes for the 3 licenses I previously bought, but the system does not accept them.
Although I am registered, I cannot post a new thread on the support forum.
Regards,
AngelaHi Angela,
Could you please login to our forums and go to https://kriesi.at/support/forum/enfold#new-post, copy your existing purchase code, paste it in the field and validate? We can check that for you as well however to do so, we are going to need to reset your password and login to your account. Please let us know if that is fine :)
Best regards,
YigitHi Yigit,
I wasn’t provided a purchase code for the 6-month support that I purchased.
I have tried to validate purchase codes from my previous Enfold licenses, but it didn’t work because they have expired.
A copy of one of my previous purchase codes is in the Private Content section below.Please feel free to log in to my account.
Regards,
AngelaHi Angela,
I have logged into your account and re-validated your existing purchase code. I have attached your temporary password in private content field. Please login to your account and update your password.
Best regards,
YigitGreat, thanks Yigit!
I will cancel my refund request. Can I restart my support-extension from today, please. I originally purchased it on 1st December and have lost 3 weeks of it in trying to get access. Thank you!!
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