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Common Support Issues and Solutions

Revise following list before creating a new support ticket

Common Support Issues and Solutions

  • I see errors on my website or in Customizer

    Usually, you get different errors if your server runs on an old version of PHP. WordPress requires PHP 7.4 or greater, so if you have an older version, ask your hosting to update it. You can find more details in this article.

  • Issues Caused by Plugin Incompatibility

    If you notice that the theme behaves not as expected, or if you see some code/text in a place where it shouldn’t be, make sure that you go to Plugins > Installed Plugins and deactivate all active plugins. In many cases an outdated or poorly-coded plugin could cause unexpected behavior.

    Troubleshooting Plugin Conflicts

  • Images look stretched or incorrectly cropped

    You can fix that by regenerating thumbnails. Please follow the instructions described in this short tutorial: Fixing Stretched Images in WPZOOM Themes

  • Test website in more than one browser

    If your website behaves in an unexpected manner or if you have noticed a potential bug, please check your website in more than one browser. In many cases, some local browser settings may affect aspects of your browsing experience.
    Example: Setting the Zoom Level in your browser to a different value than 100%, and then asking why the website looks shrunk or stretched.

  • Your website’s homepage is very much different than the Live Demo

    Some of our blog themes require that you don’t set a Static Page as your homepage, unless stated otherwise in the Theme’s Documentation page.

    To check this, go to Settings > Reading and make sure that Front page displays is set to Your latest posts, not a static page.

  • My changes are not visible on the website

    If you have made some changes to your website, such as CSS rules, make sure that you edit the file on your live website and not just on your hard drive.

    Also, try refreshing/clearing your browser’s cache. In most browsers, this can be done by hitting CTRL+R (CMD+R on MacOS).

    If changes are still not visible, make sure that you turned off your caching plug-in, if you are using one (examples of such plugins are WP Super Cache and W3 Total Cache).

    I made some changes and I can’t see them?

Account Questions

  • I’m already a member. How do I buy another theme?

    If you are already a member, you can either go to Dashboard on your user dashboard (Members area) and purchase another theme/subscription from there, or if you are logged in, you can buy one directly from the theme listing page.

  • What happens when my license expires?

    Your theme will continue to work after your license expires. You are free to continue using the theme for as long as you like, but you will need to renew the license to receive support and updates.

  • Can I use your themes after 12 months?

    Yes, you can use all the themes you’ve downloaded even after your annual support license has ended.

  • Can I upgrade to the All Themes Package?

    Yes, you can upgrade at any time to any other of our products you want. You’ll only need to pay the difference between your current product and the one you want. For more details contact us directly.