This is one of the most common and genuine questions we receive as an author on Envato Market, so we wanted to answer it clearly and transparently.
However, the timeline differs depending on whether you have an active support plan or not.
We understand that software doesn’t stop needing attention just because a support period ends. Bugs happen, hosting environments change, and sometimes things simply need clarification. Keeping that in mind, here’s how we handle support requests:
Response time: Within 2 business days
Priority: High
Active support customers receive faster turnaround and priority handling, ensuring minimal disruption to their work.
Response time: 7–14 business days
Priority: Standard
You can still leave a comment or reach out, and we’ll do our best to assist — just with a slightly longer timeline.
Many authors choose to limit support strictly to the active support window — which is completely fair and aligned with marketplace guidelines.
We’ve decided to take a different approach.
Even if your official support period has expired, we continue to help customers who trusted our products. This isn’t an obligation — it’s a choice. A small way of saying thank you for being part of our community and supporting our work.
If quick assistance is critical for your project or business, we strongly recommend keeping your support period active. It helps us prioritize your request and continue improving the product sustainably.
That said, whether your support is active or expired, you’re never ignored.