{"id":666,"date":"2020-12-08T04:50:11","date_gmt":"2020-12-08T04:50:11","guid":{"rendered":"https:\/\/loftocean.com\/doc\/?p=666"},"modified":"2021-03-10T02:46:35","modified_gmt":"2021-03-10T02:46:35","slug":"cannot-open-a-new-support-ticket","status":"publish","type":"post","link":"https:\/\/loftocean.com\/doc\/blog\/use-support-system\/cannot-open-a-new-support-ticket\/","title":{"rendered":"Cannot open a new support ticket?"},"content":{"rendered":"\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>I have already registered on your support system, but I still cannot open a new support ticket. Why is that? How do I resolve it to submit a ticket? I really need help!<\/p><cite>A customer who needs help<\/cite><\/blockquote>\n\n\n\n<p>If you are in the same situation, please do not worry. We will go through the possible causes of this problem and the corresponding solutions one by one.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Possible Cause #1: <a href=\"#cause-1\">You have not entered a purchase code<\/a><\/li><li>Possible Cause #2: <a href=\"#cause-2\">You did not log in with the account that purchased the product<\/a><\/li><li>Possible Cause #3: <a href=\"#cause-3\">Your support license has expired<\/a><\/li><\/ul>\n\n\n<hr class=\"lo-divider\" style=\"border-top: solid 2px #ddd;\" \/>\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" id=\"cause-1\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:35%\">\n<h3 class=\"wp-block-heading\"><strong>Possible Cause #1:<\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\"><strong>You have not entered a Purchase Code.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>After logged in to our support system, click the &#8220;Create Ticket&#8221; button to open the <strong>New Ticket<\/strong> page. <\/li><li>On this page, please check if you can find any product in the &#8220;<strong>Product<\/strong>&#8221; list.<\/li><li>If there is no product, you will find the message: &#8220;<strong>You have no purchases, please enter a purchase code<\/strong>&#8230;&#8221;<\/li><li>Then, please enter your <strong>Purchase Code<\/strong> to add the purchased product into the list. <a href=\"https:\/\/help.market.envato.com\/hc\/en-us\/articles\/202822600-Where-Is-My-Purchase-Code-\" target=\"_blank\" rel=\"noreferrer noopener\">Where is the purchase code?<\/a><\/li><\/ol>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\" data-lbwps-width=\"1280\" data-lbwps-height=\"800\" data-lbwps-srcsmall=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\" alt=\"\" class=\"wp-image-710\"\/><\/a><\/figure>\n<\/div>\n<\/div>\n\n\n\n\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" id=\"cause-2\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:35%\">\n<h3 class=\"wp-block-heading\"><strong>Possible Cause #2:<\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\"><strong>You logged in with your Envato account but you did not log in with the account that purchased the product.<\/strong><\/p>\n\n\n\n<p>There 2 solutions:<\/p>\n\n\n\n<p><strong>Solution 1<\/strong> &#8211; Log out and then use the Envato account you used to purchase the product to log in to the support system.<\/p>\n\n\n\n<p><strong>Solution 2<\/strong> &#8211; Find your purchase code and enter it to the support system. Please refer to &#8220;<strong>Possible Cause #1<\/strong>&#8221; for the steps.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\" data-lbwps-width=\"1280\" data-lbwps-height=\"800\" data-lbwps-srcsmall=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/no-purchase.jpg\" alt=\"\" class=\"wp-image-710\"\/><\/a><\/figure>\n<\/div>\n<\/div>\n\n\n\n\n<\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" id=\"cause-3\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:35%\">\n<h3 class=\"wp-block-heading\"><strong><strong>Possible Cause #<\/strong><\/strong>3<strong>:<\/strong><\/h3>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Your support license has expired.<\/strong><\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#fdf4e2\">When you purchasing products from Envato Market, a supported item includes item support for <strong>6 months from the purchase date<\/strong>.<\/p>\n\n\n\n\n\n\n\n<ol class=\"wp-block-list\"><li>Please check the &#8220;<strong>Supported Until<\/strong>&#8221; column to see if the support has expired. (If it expired, the product cannot be selected.)<\/li><li>You can click the cyan &#8220;i&#8221; icon to view the <strong>Purchase Details<\/strong>.<\/li><li>In the &#8220;<strong>Purchase Details<\/strong>&#8221; popup window, you can find the details about this purchase. If the support has expired, you will find the information &#8220;<strong>Support for this product expired xx days ago.<\/strong>&#8220;<\/li><li><strong>The Solution: <\/strong>Please <strong>renew your support license<\/strong> to use the support services. Please <a rel=\"noreferrer noopener\" href=\"https:\/\/help.market.envato.com\/hc\/en-us\/articles\/207886473-Extending-and-Renewing-Item-Support\" target=\"_blank\">click here<\/a> to know how to renew it.<\/li><li>After renewing the support license, please log in to our support system again. Then please click &#8220;<strong>Reload this purchase<\/strong>&#8221; button.<\/li><\/ol>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired.jpg\" data-lbwps-width=\"1280\" data-lbwps-height=\"800\" data-lbwps-srcsmall=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired.jpg\" alt=\"\" class=\"wp-image-713\"\/><\/a><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired-details.jpg\" data-lbwps-width=\"1280\" data-lbwps-height=\"800\" data-lbwps-srcsmall=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired-details.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/support-expired-details.jpg\" alt=\"\" class=\"wp-image-714\"\/><\/a><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/reload-purchase-2.jpg\" data-lbwps-width=\"1280\" data-lbwps-height=\"800\" data-lbwps-srcsmall=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/reload-purchase-2.jpg\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"800\" src=\"https:\/\/loftocean.com\/doc\/wp-content\/uploads\/2020\/12\/reload-purchase-2.jpg\" alt=\"\" class=\"wp-image-778\"\/><\/a><\/figure>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-background\" style=\"background-color:#fdf4e2\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Still have problems when using the support system? Please <a href=\"https:\/\/www.loftocean.com\/get-in-touch\/\">contact us by using this form<\/a>.<\/p>\n\n\n\n<p><strong>Please note:<\/strong> We only provide assistance with support system related issues via this form. For regular customer support, please use our&nbsp;support system.<\/p>\n<\/div><\/div>\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>Common reasons and solutions for failing to open a new support ticket.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"loftocean_post_format_gallery":"","loftocean_post_format_gallery_ids":"","loftocean_post_format_gallery_urls":"","loftocean_post_format_video_id":0,"loftocean_post_format_video_url":"","loftocean_post_format_video_type":"","loftocean_post_format_video":"","loftocean_post_format_audio_type":"","loftocean_post_format_audio_url":"","loftocean_post_format_audio_id":0,"loftocean_post_format_audio":"","fallsky_single_post_hide_thumbnail":"","fallsky_single_post_template":"","fallsky_single_post_sidebar":"","loftocean-featured-post":"","loftocean-like-count":0,"loftocean-view-count":3069,"loftocean_post_co_authors":"","loftocean_single_post_author_order":"","fallsky_page_header_layout":"","fallsky_hide_page_header":"","fallsky_hide_before_page_content_ad":"","fallsky_hide_after_page_content_ad":"","footnotes":""},"categories":[3],"tags":[],"class_list":{"0":"post-666","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-use-support-system"},"_links":{"self":[{"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/posts\/666","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/comments?post=666"}],"version-history":[{"count":5,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/posts\/666\/revisions"}],"predecessor-version":[{"id":932,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/posts\/666\/revisions\/932"}],"wp:attachment":[{"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/media?parent=666"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/categories?post=666"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/loftocean.com\/doc\/wp-json\/wp\/v2\/tags?post=666"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}