In some cases, you may experience issues related to our products on your site. These issues may be caused by your server configuration, the plugin(s) or theme installed on your site.
If you see the same issue on the demo site of the plugin you purchased, we will happily fix the issue for you. Please open a support ticket and provide the details of on which page you see the issue and what you did to produce it.
If the issue does not exist in the demo site but only happens only on your site, you're having a site specific issue. Solving site specific issues is covered by our expert service. Purchase a work order to get started.
To solve an issue in any software system, the issue must be first identified. The issue identification or debugging process could be very simple or very time consuming task. To be able to offer a solution, developers need to know the root cause of an issue.
In most cases, to be able to offer developers some hint about the root cause of an issue, you should always report the messages displayed in WordPress error or debug log following the instructions in WordPress debugging guidelines or in our article on this subject. Reporting a WordPress debug log item to developers helps them understand what an issue is caused by.
If you do not have access to WordPress debugging log or lack the technical knowledge, you can still follow the steps below to help our support staff:
1- Deactivate all other plugins except the product you purchased.
2- If the issue is still there, switch to a stock WordPress theme; any theme starting with "twenty-...".
3- If the issue goes away, after changing your theme to a default theme, the issue is related to your theme.
4- If the issue does not exist after disabling all the remaining plugins, even before changing your theme to a default theme, follow the steps below:
a- Activate one plugin, check if the issue comes back.
b- If the issue still does not exist, deactivate this plugin and activate the next plugin.
c- Check if the issue comes back.
d- Repeat the steps above until the issue starts happening again. Once you start experiencing the issue again, you found the plugin causing the issue.
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