June 18, 2020 at 4:26 pm #126688
I purchased the Pro copy and followed the installation instructions but after installation I cannot customize my site because when I try do that it showing problem this message (There has been a critical error on your website. Please check your site admin email inbox for instructions)June 18, 2020 at 5:46 pm #126689
I tried to use this pro copy in anothrt web site and it seems you guys have problem with this pro copy you didnot make it by correct wayJune 19, 2020 at 3:16 am #126713
The issue is very unlikely to happen, Can you please once check the issue in the fresh setup. Also, make sure to download the zip again as there might have been missing some file while downloading the plugin.
Upload the theme following the instructions mentioned. Make sure there is no any third party plugin activated in the setup.
For your information, the pro theme is working fine on our side.
If the issue still persist then please provide your site URL along with the Admin Login detail so that we can inspect the issue further and help you.
Thank you.June 19, 2020 at 3:48 am #126715ibrahim khaledParticipant
I purchased the Pro copy and Travel Pro after installation I cannot customize my site because when I try do that it showing problem this message is not saving any edit. u feel this kind problem to push us to buy to Hire our customizer , yes we need help and support . but why we must hire customize , why we cant customize it our self after paying all this moneyJune 19, 2020 at 6:59 am #126725
First of all, thank you very much for the purchase.
For your kind information, we never push our dear customer to hire the professionals unless it is a new feature request which needs higher code customization.
For every issues in our product, we are responsible and we always tend to fix them in a timely manner. Now coming back to your query, the pro version does not generate such type of issue. So the issue might be in your specific setting for which we need your site URL. Even if we could not figure out from this then we need your admin login to verify the issue.
But before that, you need to check the issue from your level as well so once switch back to the default theme and verify the issue. If the issue persists even with the default theme there must be an issue in your setting.
Another step would be checking by deactivating the third party plugin if you have installed any as third party plugin can be one of the causes for the issue.
Please get back to us if the steps do not fix the issue.
Thank you and stay safe.June 21, 2020 at 5:17 am #126823
I send email to you and you didnot reply to my writing …… and until now nothing has happenedJune 22, 2020 at 4:09 am #126884
Thank you for the login details.
When we inspected your site, we found that you have not updated to the recent version of the theme. Once, please verify the issue by updating to the latest version of the Magpaper Pro theme.
Even if the issue persists, please get back to us and we will inspect further.
Regards.June 22, 2020 at 7:04 am #126906
(not updated to the recent version of the theme) is that joke ….. you cant update the them because there is no update in the web site ….. check that again its not working the theme file is not working as should be.June 22, 2020 at 8:04 am #126912
We would like to apologize for the trouble.
We again tested the issue on our side and was working fine. Also, when upon inspecting your site, we were unable to find the issue and we do not have the access to the debug file. The issue may be related to the server configuration as well.
So we need to see the debug file and for this, we need your FTP access. So please send in the FTP access in the email mentioned above.
Hoping to hear from you soon.
Thank you.June 22, 2020 at 10:07 am #126930
(we were unable to find the issue and we do not have the access to the debug file) really … the main issue is the Subject of this page (I cannot customize theme ) I hope to be more serious to solve this problemJune 23, 2020 at 12:25 am #126966
We can totally understand what you are going through but only through the admin login, we were unable to find the exact cause of the issue. We need to view the debug log as the issue may have been due to the server configuration.
So please kindly co-operate and provide us with your FTP access so that we can resolve the issue for you.
Thank you.June 25, 2020 at 5:26 am #127160
Unfortunately, I do not see seriousness in dealing with the problem from your side … You sold a damaged product (it does not work as it should work) and you did not cooperate in solving the problem and you evaded the answer by requesting data that has nothing to do with the problem
As you see, I changed the product license key for domain , and I tried the product on another website host by another hosting company (Hostgator), which is a different hosting company from the site where the product was used by (Godady). and Unfortunately the same problem, and this indicates, no doubt, that product you sell is damaged and not working
Please return the amount and cancel the license keyJune 25, 2020 at 6:53 am #127165
We would like to apologize for your inconvenience.
Regarding your query, please kindly provide us with your FTP access so that we can resolve the issue for you and we can provide you with ways to fix it.
Also, regarding refund, we’d be happy to refund if we are not able to satisfy you with our support assistance at the end.
And you can make your query at https://themepalace.com/contact-us/ for the refund.
If you have further queries/confusion, kindly let us know.
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