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Apr
4
Important Update from Envato Support
Posted by Briany Kalms on 04 April 2014 01:08 AM

Hi Everyone,

This is a quick note to let you know that currently our turnaround time on our support requests is between 2 - 4 days. We're working hard to get through everything as quickly as we can and really appreciate your patience!

In the meantime, have you checked out our Knowledgebase? Maybe you can find what you’re looking for in there. If not, don’t panic. We’ll be in touch with you soon. 

Oh, you might also want to take a look at our community forums. There is tons of useful information in there too.

Have a great day.

Envato Support




Mar
13
Planned Maintenance Today
Posted by Briany Kalms on 13 March 2014 11:51 PM

Hi Everyone,

We'll be running maintenance on our sign-in process from 11am AEST today. It will last for approx 15min.

Those signing in or signing up during the maintenance window will experience a disruption to their access. This will only affect those trying to access during the window. If you are already signed in you won't experience any issues.

Thanks

Briany




Mar
7
Site Outage Today
Posted by Briany Kalms on 07 March 2014 01:08 AM

Hi Everyone,

You've probably noticed that we had a small outage today between 6:30AM and 7:00AM AEST. As a result it may have looked as though transactions such as purchases and deposits and even some posts didn't go through. We didn't actually loose any data but it was written to a secodary database instead of our primary one. More detailed information on what happened can be viewed in this forum post.

Some things that may have happened could include:

  • You may have attempted to make a purchase or deposit and it looked as though it didn't go through.
  • You may have also attempted to comment on an item or a forum post and it did not appear.

As a result of this, some people may have attempted to complete the purchase or post again, which may have resulted in duplicates.

Don't worry, our devs are working hard to fix this and identify who may have been affected. In the meantime please hold off raising any support tickets if you think you may have been affected. We will be fixing any duplicate actions and will follow up with more information as soon as we have it.

Please also don't raise any chargebacks with your payment provider as this may cause disruptions to your account. We will be contacting all of the people who we have identified as being affected so stay tuned for more.

Thanks everyone!

Briany




Feb
10
[IMPORTANT] Marketplace Downtime Today! Wed 12th Feb AEST
Posted by Briany Kalms on 10 February 2014 10:33 PM

Hi everyone,

[UPDATE] Marketplace downtime has been moved back slightly to 1pm-3pm Feb 12th AEST. 

We’re going to be taking the Marketplaces down today for the second major bit of work in our plan to upgrade the database servers.

We expect that we won’t be down for that entire time, (estimation is approx 1 hour) but we’re making the potential down time window that long, just in case we experience any issues.

For anyone who’s interested in what we’re doing, we’re replacing our old primary database server with a shiny new server. (Said shiny new server has been running in a secondary role for a couple of weeks to make sure it was happy and working.)

Thank you for your patience and we’ll be back online shortly. :)

-Briany




Jan
29
Skrill (Moneybookers) Planned Maintenance
Posted by Briany Kalms on 29 January 2014 12:41 AM

Greetings Everyone!

As part of Skrill (Moneybookers) continuous efforts to provide reliable services, they will be conducting some planned maintenance on Wednesday, 29th January 2014 between 03:00 UTC and 04:30 UTC.

This will affect all payment gateways as well as their website so you won’t be able to utilize their services on our site during this time. This will affect the ability to make deposits using Moneybookers.

If you have any issues outside of the scheduled maintenance period please don’t hesitate to contact Support

Thanks

Briany




Jun
3
No News is Good News!
Posted by Jessica Hooper on 03 June 2013 04:22 AM

Hello! The larger than normal ticket backlog has ended and we're back to replying to support enquiries within two business days. 

Remember, the Envato Support team are not able to provide technical support for individual Marketplace items. 

If you have purchased an item from a Marketplace author and require support, please ensure you:

1.  Read through any help documentation provided with the item.
2.  Check the item comments from the item page. Other buyers may have experienced the same issue and the answer may have been posted.
3.  See if the author provides support for their items. This information will be listed in the 'Support' tab on the item page, and will include a way to contact the author. 

If you have completed the steps above and still believe the item to be malfunctioning or "not as advertised" please open a ticket with the Envato Support team, including as much information as possible about the item and the issue, and we'll get back to you as soon as possible. 





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