Hub is where your licenses, downloads, support requests and feature requests live. You can register before you buy anything, and there is a good reason to: the account is then already yours, and whatever you buy afterwards attaches to it.
#Getting an account
An account comes to exist in one of three ways.
- You register, then buy
The straightforward route. Create the account, then buy directly through it or on Envato with that same address. The license attaches to the account you already have, and no second account is made.
- You buy directly with no account
One is created so the license has an owner. The email that carries your product also carries a sign in link, so your first visit is one click from your inbox.
- You buy on Envato with no account
An account is created when the purchase is first seen, and you get in either by signing in with Envato or by using the address the Envato purchase is under.
The purchase email address is the key to everything.
If you bought with a work address and sign in with a personal one, you land in an empty account and nothing on screen explains why. That is behind almost every report of missing purchases.
#The ways in
All of them lead to the same account, never to different ones. Signing in with Google and signing in by email with the same address land you in the same place.
- Email and password
The ordinary route, for an account you registered yourself or set a password on.
- An emailed sign in code
A six digit code sent to your address. Useful when you never set a password, which is the normal state of an account created by a purchase.
- Google or GitHub
One click, provided the address on that account matches the one your purchase used.
- Envato
One click for a marketplace buyer, and the route that also proves which items you own there.
If you have lost access to the purchase address itself, that is a support question, and it is resolved by hand.
#What is inside
- Products and licenses
Your purchases, each license and the domains it is bound to, activations, downloads and every version you own.
- Support
Your requests and the conversation on each. Threads are private and visible only in your own account. Support is also where you buy or extend a support window.
- Roadmap and feature requests
What is planned for a product, and where a suggestion of yours goes.
- Documentation and changelog
Public, and collected here next to the products you own.
- Account settings
Your email address, password, connected sign in methods, notifications and privacy.
You will spend most of your time on the first of those, since it holds the keys, the sites they are bound to and every version you are entitled to download.
#Why an account exists at all
A license is a right that has to belong to somebody. Without an account, the only thing tying a purchase to a person is an email address in a receipt, which is why that arrangement falls apart the moment somebody changes jobs, loses an inbox, or wants a second site. An account is the lasting owner: it survives a change of address, it can hold several products, and it lets whoever answers a support thread see what you actually bought.
#Common questions
My account is empty
Almost always the wrong email address. Check which address received the purchase confirmation and sign in with that one. If the purchase was on Envato, signing in with Envato also pulls it in.
Can I register before I buy?
Yes, and it is the tidier order. Register first, then buy with that address, and the license lands in the account you already have instead of in one made for you.
Can I change the email on my account?
Yes, in the account settings. If you have lost access to the old address entirely, open a ticket instead, because that case is resolved by hand.
I have two accounts by accident
That happens when a purchase used an address the existing account did not have. Open a ticket with both addresses so the two can be merged, and do not buy anything again to fix it.
Can two people share one account?
The account holds the licenses, so sharing it means sharing ownership. For a team the practical arrangement is one owner with a shared sign in method.
Sign in does not work at all
Try a different route first: the emailed code works even when no password was ever set. Then confirm you are using the address the purchase confirmation went to. If neither works, open a support request.
#Still stuck
Open a support ticket and say what you tried and where it stopped. Your product, your domain, a screenshot and the exact message you saw are usually enough to settle it in one reply.
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