Get it working, then keep it working.
Documentation first, then a real answer. This page explains the order to work through and exactly what to send so a question can be resolved quickly.
Troubleshooting order
01
Check the bundled setup guide
Every download includes a guide written against that exact release. Most reported problems are a configuration step, and the guide is more current than any general documentation.
02
Read the product documentation here
The prerequisites and common-problems sections on this site cover the failures that come up most: missing service configuration, a mismatched package name, credentials that are not yet active.
03
Search the item comments
The Comments tab on the CodeCanyon listing carries previous questions and their answers. Your issue may already be resolved there.
04
Raise it
If none of the above resolves it, open a question on the item page or send a message. Include the details listed below and it can usually be answered on the first reply.
Where to raise it
Product issues are best raised on the item page itself, because the answer stays visible to other buyers with the same question.
InstantChat questions
Ask on the CodeCanyon item page, where previous questions and answers are also kept.
Open the InstantChat listingGrandWeb questions
Ask on the CodeCanyon item page, where previous questions and answers are also kept.
Open the GrandWeb listingPre-sale and everything else
Questions before buying, licensing, partnerships, or anything that does not belong on a public item page.
Send a messageYou can also message the author directly through the CodeCanyon profile, or email m.sabbir@grandcoders.com.
What to include
A question with these details can usually be answered on the first reply. Without them, the first reply is just a request for them.
- Which product and which version you downloaded
- Your Envato purchase code, if you are asking as a buyer
- The Android version and device or emulator you are building for
- What you expected to happen, and what happened instead
- The exact error text or build log, as text rather than a screenshot where possible
- Which setup steps you have already completed
What support covers
The support terms attached to a purchase are set by Envato and stated on each item's listing — check the listing for the terms that apply to your licence. In practice the split is:
Covered
- Defects in the product as published
- Questions about how a documented feature is meant to work
- Help getting a clean download to build
- Clarifying setup steps and prerequisites
Not covered
- Customisation of the code for your own project
- Installing or configuring third-party services on your behalf
- Bugs introduced by modifications you have made
- Hosting, Play Store submission, or app store review outcomes
Start with the documentation
Prerequisites, what ships in each download, and the problems that come up most often — for both products.
Read the documentation