After purchasing the theme, it took a while to upload it to my site, but I am facing a big problem i

Hello,

Thank you for reaching out to us and for choosing our theme. We are sorry to hear that you are experiencing difficulties after uploading it to your site. Could you please provide us with more details about the issue you are facing? For example, any error messages, screenshots, or a description of what happens when you try to use the theme would be very helpful.

Once we have this information, we will be able to investigate the problem and guide you with the appropriate solution as quickly as possible.

Best Regards,
8Theme’s Team

Hello,

We appreciate your prompt response.

1. To assist you more effectively, we kindly request that you record a video demonstrating the issue and the steps leading to it. This will help us better understand and replicate the problem on our end.
Upload the video on a filesharing service, for example – https://fex.net/ , and provide us with the URL.

2. Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Warm Regards,
The 8Theme Team

Hello,

1/ Please set the administrator role for the user you created for us.

2/ Read this article – https://www.8theme.com/documentation/xstore/troubleshooting/how-to-speed-up-my-website/

3/ Contact your hosting provider and ask for FTP access for us.

Warm Regards,
The 8Theme Team

Dear @Genius Tech Egypt,

We have reviewed your website and noticed that it is currently using two page builders — Elementor and WPBakery. Please note that running multiple page builders simultaneously may slow down loading times and potentially cause conflicts in page rendering.

Additionally, we observed that several caching systems are enabled on your website (see screenshot: https://prnt.sc/by8-NYnuHJWU). Using multiple caching solutions at the same time can lead to conflicts and reduced efficiency. We kindly recommend selecting and configuring the most suitable caching system for your case.

With regard to website speed, please keep in mind that performance optimization is a complex process that involves several factors, including plugin configuration, image optimization, caching, server performance, and more.

To demonstrate the potential of our “XStore theme”, we have prepared an example here:
https://pagespeed.web.dev/analysis/https-woocommerce-1476984-5641372-cloudwaysapps-com/adlln2dhwa?form_factor=desktop

As you can see, our theme is capable of achieving a score of 98+ on mobile and 100+ on desktop — an exceptional result for any e-commerce theme.

We kindly recommend reviewing the following points for your website:
– Optimize all images (use modern formats such as WebP and apply proper compression).
– Configure a reliable caching plugin (e.g., WP Rocket).
– Ensure that your server is optimized for WordPress and WooCommerce.
– Limit the use of heavy third-party plugins.

All of these factors play a significant role in improving website speed and overall performance.

For your reference, we have also attached the results of a speed test performed on your website, which already shows fairly good results: https://prnt.sc/A5thr00J2Ov1.

Please note that performance optimization falls outside the scope of our support, in accordance with Envato’s support policy.

Thank you for your understanding.

Best regards,
Jack Richardson
8Theme Team