Support
How we can help?
Everything you need to know about the product and billing. Can’t find the answer you’re looking for? Please chat to our friendly team via [email protected].
Buying
If you’re after only one item, simply choose the "Buy Now" option on the item page. This will take you directly to Checkout.
If you want several items, use the "Add to Cart" button and then choose "Keep Browsing" to continue shopping or "Checkout" to finalise your purchase. You can go back to your cart at any time by clicking on the shopping cart icon at the top right side of the page.
- Log into your Marketplace account.
- Hover the mouse over your username at the top of the screen.
- Click "Downloads" from the drop-down menu.
- Click "License certificate & purchase code" (available as PDF or text file).
Support
It’s important to keep in mind that there is often a difference between an item that is broken versus an error message.
Error messages could be related to an incorrect setup, configuration or software and as a result, the item is not working, eg. - missing style.css stylesheet.
If you are having a problem with an item, we encourage you to read and search the item comments. Someone else may have experienced the same problem, and your answer may be found in the comments to help you get the item working.
If you want to ask questions about how an item works before buying, need help using an item you’ve purchased or just want to tell an author how much you love their work, that's great! Contacting an author is easy and you have a few options available to do this.
To post a comment:
- Sign in (or sign up!) for a Marketplace account
- From the item page click the Comments tab
- Scroll to the bottom of the page and type your comment
- Then, click Post Comment.
To send an email:
- Sign in or sign up for an Marketplace account
- From the item page click the author's name or logo (on the right-hand side)
- Scroll to the bottom of the page and type your message
- Click Send.
- View the item on your Downloads page.
- After downloading the item a Ratings box will be shown.
- Ratings are between 1 (Poor) and 5 (Excellent).
- All ratings will require a review reason.
- A rating of 3 or lower requires additional comments.
Payments
- Our refund policy was made to be transparent so your experience is as smooth as possible and gives you a "fair go" by using a baseline standard
- If your refund request is declined by the author and you disagree with their decision, you can raise a dispute to have our Help Team investigate the claim.
- If you're looking for more information, we've created a more in-depth guide called How do refunds work?
Will disputing the transaction in PayPal or filing a chargeback speed up my refund request?
- We'd really like the opportunity to look into your request first, so please get in touch with us by creating a refund request.
- Before submitting a refund request, please read the article Can I get a refund?
- As a security measure, if you open a dispute in PayPal or file a chargeback, your Marketplace account will be automatically disabled and you will not have access to any item purchases until it's resolved.
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