Support for an item is between the buyer and the seller who wrote it, and the platform's job is to make that exchange carry enough context to be useful.
Where a request starts
From the item itself, in My licences. That matters: opening it there attaches the licence, the purchase code and the item version automatically, so the seller is not spending the first two messages asking who you are and what you bought.
What the seller sees
The request appears in their dashboard with the buyer, the item, the licence and the support end date already on it. They reply in the same thread, and the buyer is notified by email and in their account.
When support has ended
Author support runs for the period the seller set, shown on the item page before purchase and on the licence afterwards. Once it lapses the option to open a new request closes rather than quietly going unanswered. Renewing it reopens the channel, and can be done from the cart at any time.
What belongs with us instead
- Anything about your account, a payment or a refund
- A download that will not start at all
- Reporting an item or a seller
Those go to our support, not the seller's.
Why it is split this way
The person who wrote the code is the only one who can answer a question about it. Routing those to us would mean forwarding them, badly, with the context stripped out.
