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I need some help with a problem on our website but there has been some turnover in our companyt and no one knows the login for your site so I can’t get in to get the purchase code, so I can’t get support.
Hey,
Thanks for contacting us!
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.
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!
Best regards,
YigitI can get into the site and the backend. Is there something I can get from there to prove it is my account now?
Also upgrading the theme is the problem, We upgraded, it broke something on the site, I went to a back up to restore the old version of the theme and now other things are beroken.
Hi Kenton Smith,
Do you have the license key in the theme options?
Can you give us temporary admin access to your website in the private content box below, so that we can have a closer look?Best regards,
VictoriaI don’t see a place for a License Key in theme Options? In theme update I see this: (se below)
Violet used to be the admin for the site, but she no longer works for us.
Do you still need access to my site so we can fix this issue and get me access to our companies account?
Violet sent me her log in info, but it doesn’t work.
I really ned help with this, I don’t want to go into the weekend with non-functioning mobile site, what do you need from me to get this login issue resolved?
Okay, I finally got control of the license. I am going to start a new thread because I needed to make a whole new acct
okay, that isn’t working either.
This is bullshit, how on earth does a compny work with you people. People leave, things change in a company.
I went and renewed our license on Envato because it appeared it was expired.
I tried to register on your site with it it says it is already registered to another account. No one has any clue what the log in for your site is. I have control of the Envato account, I have control of the website, what more do you need to help me fix my dam website that YOUR update broke.
I have lost an entire day of work trying just to log in to your support.
Hi Kenton Smith,
This is the user registered with that license. I can update password and email for that user.
Best regards,
VictoriaThanks. Now that I seem to have control of our account I started a new thread about our real problem. I know this is a difficult, proving who owns an account and I am sorry for my frustration. It has been a constant battle to get access to things to do my job and I am at my wits end.
Thanks again for your help.
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