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  Public Ticket #1244600
renewing support
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  • Mike started the conversation

    I was advised by email my support was running out. I logged into the link and could not see a support renewal link but only a way to purchase a new license and 6-12 months support!  I asked a via this ticket system and only just got a reply saying to read the info which was not helpful as it did not address this specific question! I tried to open up the ticket to reply but it said the support had expired!!!!!!

    I have needed to purchase support but only had the option to purchase a licence with support which is twice as much as the discounted price of the support if I could have found a way to purchase it!

    I already have the licence!  

    Now I look at the downloads page and have TWO yellow pencil plugins. both say I have 12 months support. 

    Do I have to re install the new one just to get the support?

    Do I need to uninstall the old one if that is so? 

    Are there any instructions on how to do this without mucking up the site and not paying another 20 to install?

    Does the licence expire as well as the support?

    Does the plugin fail to work after the expiration ie are we locked int o a yearly fee for the life of the website)Why was it not easy to just buy the support and why is it so hard to contact the author (the information on this site is not fathomable as I cannot find the "items" tab nor the "Authors profile"!!


    This should be simple! It has cost me hours in trying to contact someone and more money than first anticipated because the system is not obvious. 

    Regards, Mike




  • Mike replied

    Does anyone know how to help from this company? I have asked twice through "tickets" and not heard anything. I am only trying to give them more money but it is taking longer than Ben Hur!!

  •  125
    Zafer replied

    Hey Mike,

    You don't need to purchase the plugin twice for only support, request a refund from this link if you wish.

    Please follow these steps to renew the plugin support:

    1. Login to your CodeCanyon account and go to the Downloads tab.
    2. Locate your Yellow Pencil purchase. On there, you’ll see how many months of support you have remaining, and beside it, there’s an ‘Extend Now’ link. Click here to view an example.
    3. Click the ‘Extend Now’ link, and it will redirect you to the The plugin's item page.
    4. On the right-hand side, click the ‘Extend Now and Save’ button.
    5. Once you click the ‘Extend Now and Save’ button, you’ll be redirected to the checkout page. Confirm your payment details and follow the on screen prompts to finish purchasing the extension.

    I am an author on Envato, Please check this page for more information. If you have any problem with renewing the support, I recommend you to contact Envato.

    Thank you for your patience!

    I hope that's help,

    Best Regards