Title: Issue creating a support ticket
Last modified: November 16, 2023

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# Issue creating a support ticket

 *  Resolved [drceu](https://wordpress.org/support/users/drceu/)
 * (@drceu)
 * [2 years, 10 months ago](https://wordpress.org/support/topic/issue-creating-a-support-ticket/)
 * I am trying to send support ticket for a license I bought 3 days ago, when I 
   add the purchase code it says it has been used, what is that suppose to be???
    -  This topic was modified 2 years, 10 months ago by [drceu](https://wordpress.org/support/users/drceu/).

Viewing 1 replies (of 1 total)

 *  [jacobstylemixthemes](https://wordpress.org/support/users/jacobstylemixthemes/)
 * (@jacobstylemixthemes)
 * [2 years, 10 months ago](https://wordpress.org/support/topic/issue-creating-a-support-ticket/#post-17208880)
 * Hello,
 * Thank you for reaching out to us
 * Based on the description of your issue – your purchase code indicating it has
   already been used – it seems there may be a synchronization issue between our
   support system and the Envato marketplace, where you made the purchase. To address
   this, you’ll need to ensure that your account is properly synced with Envato.
   Here’s how you can do that:
 * **Steps to Resolve the License Issue:**
    1. **Log Out of the Support Account**: Start by logging out from your current session
       in our support system. This step is essential to reset your session and prepare
       for a fresh login.
    2. **Login via Envato**: After logging out, please log back in, but this time use
       the option to log in via your Envato account. This process will help synchronize
       your account with Envato’s records.
    3. **Re-enter the Purchase Code**: Once you have logged in through the Envato integration,
       try entering your purchase code again when submitting the support ticket.
 * **Further Assistance:** It is highly recommended to have a look at this manual
   while creating the support ticket [https://docs.stylemixthemes.com/masterstudy-theme-documentation/installation-and-activation/theme-activation](https://docs.stylemixthemes.com/masterstudy-theme-documentation/installation-and-activation/theme-activation)
   and [https://docs.stylemixthemes.com/masterstudy-theme-documentation/general/how-to-get-support](https://docs.stylemixthemes.com/masterstudy-theme-documentation/general/how-to-get-support)
 * Should you have any questions besides that, do not hesitate to ask. We’re looking
   forward to resolving this issue for you promptly.
 * Best regards,
 * Jacob, Support Team

Viewing 1 replies (of 1 total)

 The topic ‘Issue creating a support ticket’ is closed to new replies.

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 * 1 reply
 * 2 participants
 * Last reply from: [jacobstylemixthemes](https://wordpress.org/support/users/jacobstylemixthemes/)
 * Last activity: [2 years, 10 months ago](https://wordpress.org/support/topic/issue-creating-a-support-ticket/#post-17208880)
 * Status: resolved