Frequently Asked Questions

How do I get support for a purchased item?

First, contact the item author directly using the support section on the item page — authors are responsible for item-specific help (installation, bugs, customization). If you cannot reach the author or the issue requires platform assistance, open a ticket via Submit a support ticket and include your order ID, item URL and a clear description.

How long will it take to get a response?

Response times vary by author. For platform-handled tickets we aim to respond within 24–72 business hours. Complex issues may take longer; updates will be posted in the ticket thread.

How do I download my purchased items?

Purchased items are available from your account "Downloads" or the order confirmation page. Click the download link for the specific purchase; if a download link is missing, open a support ticket and provide order details.

Can I get a refund?

Refunds are processed according to our Refund Policy. Before requesting a refund, check the policy for eligibility and required evidence (e.g., non-working item, inability to contact the author).

What license did I buy and what does it allow?

License details are available on the item's page and in your purchase receipt. For general rules see our License Agreement. If unsure, include the item link in a ticket and support will clarify permitted use cases.

How do I contact the author?

Open the item's page and use the "Support" or "Contact" section provided by the author. That ensures authors receive context (item id, version) and can reproduce the issue. If the author is unresponsive, escalate via a platform ticket.

What should I include in a support ticket to get faster help?

• Order ID or purchase email
• Item title and URL
• Version of the item and environment details (OS, PHP/Node version, browser)
• Exact error messages, logs or screenshots (attach files in the ticket)
• Steps to reproduce the issue

What file types can I upload to a ticket?

Allowed file types: JPG, PNG, PDF, TXT. Maximum file size: 10 MB. Up to 3 attachments per message. Do not include sensitive credentials; if credentials are required, redact or provide a temporary account.

How do refunds and chargebacks affect my account?

Excessive chargebacks or fraudulent activity may lead to account review and restrictions. Contact support if you believe a refund or chargeback was processed incorrectly.

I changed payment method or need invoice

For invoice requests and billing changes open a support ticket and include the order reference. Invoices are issued according to the payment processor data; include your VAT/tax details if applicable.

Still need help?

If you cannot find an answer here, browse the Knowledge Base or submit a ticket and our team will assist you.