Support Questions - Knowledge Base

Do you offer support?

AinTransitions Core Pack (Ultimate Seamless Transitions Pack), AinTrailers users get quality support from our team of professionals, and directly through their email. Our paid users get a given top priority in our support system, with replies to their support tickets taking precedence.

Have you tried the Help Center?

Although we are eager to help you, please be aware that we also offer frequently asked questions, detailed video tutorials, extensive documentation and knowledge base for every feature in our Help Center area. This is sometimes the quickest way for you to solve your issue or question. Go to https://www.ainforce.com/help/ to search through the entire help materials.

Use our Support Ticket System

There is no chat option in our support, but we manage to fix almost All issues that arise through our support ticket system https://ainforce.freshdesk.com/support/home. You can create a new support ticket or check the status of an already created ticket. Also, you can send an email directly to the support email support@ainforce.freshdesk.com

Tips for getting fast, accurate support

Are you an AinTrailers or AinTransitions Core Pack (Ultimate Seamless Transitions Pack) user? If so, please do not forget to indicate the license code (license key) in your support ticket to verify that you are our customer.

In your initial support request, please be as detailed as possible so we can understand the issue.

Here are some tips that helps us help you:

Be sure to include a license code (license key) to verify you as a customer. Support requests that do not have a license code in the initial request will have a lower priority.
Indicate for which product you have a request: AinTrailers (Explainer Video Toolkit) or AinTransitions (Ultimate Seamless Transitions Pack)
Indicate the version of the After Effects in which you work and preferably build (via menu Help > About After Effects)
It is advisable to specify the version of the AinTransitions extension and the template in the initial request
Try to describe as much as possible the problem you are facing. Steps, details, category or template names, and generally any useful information that will allow us to better understand the situation.
Show screenshots so we can visualize the problem.
What’s even better than screenshots? Video screencasts! Loom lets you create a free screencast where you can show us exactly the steps you are taking and you can explain it as you go.
If possible, provide the logs generated by the AinTransitions extension. If any errors occur, our extension writes the log file to the folder ~Documents > Ainforce Extensions > AinTransitions

Submit a Support Ticket

Why we don’t offer a lifetime license support?

We decided to write a post to explain why we don’t offer a lifetime license support, as some of the buyers often ask us about this.

We have big plans for AinTransitions, AinTrailers and other design toolkits, to become the #1 leading premium all-in-one templates and extensions for Adobe After Effects and Premiere Pro. As you can already see and probably have time to make sure, we make truly high-quality products in all aspects. And we are constantly updating our products both in the form of new content elements and improvements based on user feedback, which we implement in releases.

Our business model cannot be sustainable with lifetime license support. Meaning that if we offer a lifetime license support, it would mean that in 2 or 5 or 10 years we won’t be able to provide the same premium support, same frequent content releases and the same standard of products. The development of modern and truly high-quality products takes a lot of time. At the same time, we have limited resources of the team.

The license has restrictions only on the support period, but this does not affect the receipt of updates at all. You will still receive useful updates and improvements.

Our team is 100% committed to your satisfaction and will remain so in the many years ahead.

Can I get a Refund?

Yes, you can get a refund, but you must keep in mind that the Envato Help Team is in charge of the review and refund process. That is, in other words, the result and time of the refund depends on the Envato Help Team. For convenience, materials for understanding and links to relevant pages will be presented below.

What you need to know about refund requests?

Envato refund policy was made to be transparent so your experience is as smooth as possible and gives you a "fair go" by using a baseline standard.
All refund requests for items are sent directly to Envato.
If you're looking for more information, you can read a more in-depth guide called How do refunds work?

In what case can a refund be refused?

Envato may ask you to provide supporting documentation or evidence. Any refund issued by Envato is entirely discretionary. Envato will make a decision based on all available information and you agree that our decision is final.

Neither Envato nor authors are obliged to give policy refunds in any of the situations listed below.

You don't want it after you've downloaded it
The item did not meet your expectations or you feel the item is of low quality
You simply change your mind
You bought an item by mistake
You do not have sufficient expertise to use the item
You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
You can no longer access the item because it has been removed or the author who previously provided the item is no longer active on our platform (we advise you to download items as soon as you have purchased them to avoid this situation).

Before requesting a refund

Read the item's faq, documentation, knowledge base, watch video tutorials
Check the item's comments page, as you may find a solution to your issue there
Contact Us via our Support Portal (submit a support ticket)
Review our Envato Market Refund Rules to check if you are eligible for a refund

How to request a refund?

Click here to request a refund