For an item sold with support, Envato’s policy covers help with the item’s features, technical questions, and problems with the supplied product. The policy distinguishes that help from installation, hosting administration, and customization services. Check the current Envato item-support policy.
Ask for help when the documented API connection fails in a supported environment, a supplied feature produces a repeatable error, or you need clarification about a documented configuration step.
Include the app and module versions, environment, reproduction steps, and sanitized error details. If you have customized the source, explain the changes and whether the same issue occurs in an unmodified release.
New screens, third-party integrations, redesigns, server migrations, publishing assistance, and debugging unrelated custom code should be scoped separately unless the item’s published offering explicitly includes them.
Review the item listing and your purchase account for your current support status and the author’s contact route. Do not assume a guaranteed response time or ongoing custom development from a source-code purchase.
For licensing/account disputes or purchase-access problems, use Envato’s appropriate support process. For customer-facing CRM questions within your own deployment, your business remains the first point of contact for its customers.