FAQ & Envato Support Policy
Before submitting a support ticket, please read our policies and find answers to frequently asked questions below.
📋 Envato Item Support Policy
All item purchases on CodeCanyon come with 6 months of professional support from the author. Support can be extended or renewed to a total of 12 months at a discounted rate. Our support commitment is governed by Envato's standardized support rules.
What support includes:
- • Assistance with general installation questions and setting up the product.
- • Answering technical questions about item features and configuration.
- • Resolving reported bugs, errors, and compatibility issues.
- • Providing minor updates to ensure the script remains functional.
What support EXCLUDES:
- • Customizations, code modification, or adding custom features.
- • Configuring third-party server hosting, domain routing, or SSL setups.
- • Integrating third-party APIs or scripts not included natively.
- • Fixing issues caused by modifications you or other developers made.
Need personal assistance?
If your query is covered under our policy, open a support ticket to get help.
❓ Frequently Asked Questions (FAQ)
Yes, absolutely! If you have any pre-sale questions about product features, technical requirements, or licensing options, you can select the Pre-sale category when creating a ticket. You do not need to provide an Envato purchase code to submit a pre-sale query.
Our standard item support includes assistance with installation, configuration, and fixing core bugs. It does not cover custom feature development. If you need custom modifications, please submit a pre-sale ticket explaining your project requirements, and we can discuss availability and pricing for custom development services.
To find your purchase code:
- Log in to your Envato Market account (CodeCanyon or ThemeForest).
- Navigate to the Downloads page.
- Find our item, click the green Download button next to it.
- Select License certificate & purchase code (available as PDF or text file).
- Open the file and locate the Item Purchase Code (a UUID string like
843d1a8e-28fb-4299-8cfb-2f638127ef67).
No. Envato's standard license allows you to use the item in a single end product (one active domain or installation). If you want to use the script on multiple independent websites or client projects, you must buy a separate license (purchase code) for each domain.
You can extend your support license directly on the product detail page on CodeCanyon. In the sidebar panel on the right, you will see a box indicating your current support status. Click "Extend Support" or "Renew Support" and check out to add an additional 6 months. Renewing before support expires is significantly cheaper.
If your support has expired, you can still log in to view your historical support tickets, search public tickets, and download product updates. However, the system will prevent you from opening new support tickets until support is renewed on CodeCanyon.
Refunds are processed in compliance with Envato Market Refund Rules. You can request a refund if the item is broken, buggy, or does not perform as described and the author cannot resolve it. Refunds cannot be issued for change of mind, lack of skills to run the product, or requests for features that are not advertised. To request a refund, go to Envato Market's Refund request page.