Support service is FREE and only for VERIFIED buyers. Make sure to provide a valid purchase key for every support ticket you create. The purchase key MUST be related to the item that you created the support ticket for. Notice that tickets without valid purchase code will be on hold until you provide a valid purchase code.
How to get your item's purchase code
While you're logged in to your Envato account that you purchased the item through, go to the "Downloads" page.
Locate the item that you need support about it, click its "Download" button and select "License certificate & purchase code" from the drop-down list.
Save the license file to you computer, open it and locate the purchase code of your item.