Unable to Post Topics on Support Forum

[Julio Ciamarra]

On Oct-26, I purchased “Enfold – Responsive Multi-Purpose Theme” support now valid until 27 Apr 2022.
I have tried repeatedly to enter a topic on the support forum, but I keep receiving this error telling me that my license has expired and asking me to enter my new license code to activate.
I’ve looked through your emails with the purchase for the renewed support, but I cannot find a new license key.
What am I missing? Did I purchase the wrong thing (i.e. I already had purchased the “Enfold – Responsive Multi-Purpose Theme”)
I’m having an issue with my Parent/Child themes, but have been unable to post a message to get help…very frustrating. Your prompt attention would be greatly appreciated.

[Rikard]

Hey Julio,

Sorry for the problem, it can take some time for your support status to update unfortunately. Do you have a receipt of your purchase which you could share with us maybe?

If you need help with your site, then please post your problem here, and share admin WordPress login details with us in private.

Best regards,
Rikard

[Jules]

Thank you for your response.

Here is my invoice

To:
Julio Ciamarra
8153 BRIDGE POINT DR CINCINNATI
Ohio
45248
United States
Author:
Kriesi Media GmbH (Kriesi) Vienna
Vienna
1070
Austria
Company No. FN 457771 v
Date: Invoice No: Order No:
27 Oct 2021 IVIP45392499 154271284
Item ID Qty Description Amount
4519990 1 Enfold – Responsive Multi-Purpose Theme – 6 months renewed $41.13 support
Invoice Total: USD $41.13
Paid via Credit Card
Thanks for buying from Kriesi Media GmbH (Kriesi) on Envato Market All amounts shown on this invoice are in US dollars.

Any help in expediting my access to the support forum would be greatly appreciated.

[Rikard]

Hi,

Thanks for that. I checked your user on our system, and the support period is still not updated unfortunately. It could be due to a delay at Themeforest/Envato, but I’m not sure if that is the reason.

Please post the problem you are having with your site here for now, then we can check the support validity after that.

Best regards,
Rikard

[Jules]

This reply has been marked as private.

[Jules]

Rikard,
UPDATE: I believe I have finally resolved my issue with the Parent/Child Themes. I do not believe I need your assistance. Thank you.

Hope Envato can fix my issue with being unable to post support topics soon or I will have to have to work with my Credit Card company for a refund. Hope it doesn’t come to this because I truly appreciate the support I have received from the Kriese group.

[Rikard]

Hi,

Thanks for the update. I’m glad to hear that you managed to solve the problems on your site.

I don’t understand why your support period is still not extended though, 3 weeks is way to long of course. Are you sure that you used the same Themeforest account to purchase your support period, as was used to purchase your theme license?

If you should have any further problems with your site, then simply post them here in this channel, until we have figured out why your support period is not extended.

Best regards,
Rikard

• This reply was modified 3 years ago by Rikard.

[Jules]

Rikard,
Thank you for your willingness to help me. Yes, I used the same Themeforest account to purchase my extended support. I fully agree, 3 weeks with no support and I already paid for it is totally unacceptable. I will follow up with Envato Market. :(

Fully appreciate all that you Moderators do…THANK YOU!!!

[Rikard]

Hi,

Thanks for the update. I think following up with Envato would be a good idea, since they should be in a better place to help you out with this problem.

And as I mentioned before; if you should have any problems with your site, then simply post them here.

Best regards,
Rikard

[Jules]

Kriesi Moderators, I’m not getting any action from Envato Market Support towards fixing my issue for accessing the extended support that I purchased on Oct-26 (3 weeks ago) and was hoping that you could offer some assistance.

On Oct-26, I purchased “Enfold – Responsive Multi-Purpose Theme” support now valid until 27 Apr 2022.

See screenshot below for my purchase for extended support. As you can see, it says I have 5 months of support remaining, but I’ve not been able to use any of it because I did NOT receive an updated license key (i.e., Purchase Code).

Image – not sure how to provide this

I have tried repeatedly since Oct-26 (for 3 weeks) to enter a topic on the Kriesi support forum via my Themeforest account, but I keep receiving this error:

Image – not sure how to provide this

As you can see from the Envato purchase confirmation above, I did not receive a Purchase Code that I could use here. I’ve also looked through Envato emails with the purchase for the renewed support, but I cannot find a new license key.

Any help resolving my issue would be greatly appreciated.

Regards,
Julio Ciamarra

[Rikard]

Hi Julio,

You don’t get a new purchase code if you only purchase extended support, the purchase code is only sent with the theme purchase. You are registered on the forum, so you shouldn’t need a new purchase code anyway. I’m still not sure why your support period is still not extended unfortunately, but please read the continuation in private.

Best regards,
Rikard

[Jules]

This reply has been marked as private.

[Rikard]

Hi Julio,

No problem, I’m glad that we could help you out :-)

Best regards,
Rikard

[Author]

Posts