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Urgent Support Required: XStore Mobile Menu Not Displaying Submenus

This topic has 8 replies, 2 voices, and was last updated 48 minutes ago ago by Andrew Mitchell

pckeycallout

Participant

July 23, 2026 at 15:24

Hello XStore Support Team,

I hope you are doing well.

We have recently migrated our website from the staging environment to the live domain. Overall, the XStore theme is working perfectly, but we are experiencing two critical issues on mobile devices that require your urgent assistance, as the website is now live.

Issue 1: Mobile Menu (XStore Mobile Menu Widget)

We are using the default XStore Mobile Menu widget to create our mobile navigation.

The first menu item, “Shop Fireworks”, is not functioning correctly.

Current behavior:

When expanding “Shop Fireworks”, it displays the imported/default contact information box instead of the submenu items that we have created.
The submenu items are not displayed as expected.
Additionally, the mobile menu layout becomes distorted after opening this menu item.

Expected behavior:

The “Shop Fireworks” menu should display the submenu items that have been configured in WordPress.
The mobile menu layout should remain consistent and properly aligned.

Issue 2: Mobile Banner & Content Loading

We are also experiencing a performance issue on mobile devices.

The homepage banners and several content boxes take a noticeable amount of time to appear on the screen. They behave as if lazy loading is still enabled.

To troubleshoot this, we have already:

Disabled Lazy Loading within the theme.
Cleared all caches.

However, the issue persists, and the banners/content still fade in or load significantly later after the page itself has loaded.

Could you please investigate whether there is another optimization or JavaScript feature within XStore that is causing this behavior?

Request

As our website is now live, these issues are affecting the mobile user experience and require urgent attention.

Could you please review these issues and advise on the necessary fixes? If needed, we can provide temporary administrator access and any additional information required for troubleshooting.

Thank you for your prompt assistance. We look forward to your response.

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7 Answers

Andrew Mitchell

Support staff

July 23, 2026 at 16:55

Hello, pckeycallout,

Thank you for providing access. We have identified that the issue is caused by an error in the scripts related to the Advanced_Flat_Rate_Shipping_For_WooCommerce plugin. Please disable the mentioned plugin and check whether the problem persists.

Best regards,
8Theme Team

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pckeycallout

Participant

July 24, 2026 at 11:10

Hello 8Theme Team,

Thank you for your response.

I have temporarily disabled the Advanced Flat Rate Shipping for WooCommerce plugin and cleared all website caches to ensure there were no cached assets affecting the results.

However, the issues still persist:

The mobile menu continues to display the incorrect contact box instead of the configured submenu items, and the layout becomes distorted when expanding the first menu item (“Shop Fireworks”).
The mobile homepage banners and content boxes still take a noticeable amount of time to appear, behaving as though lazy loading is still enabled.

Since disabling the plugin did not resolve either issue, it appears that the root cause may be elsewhere.

As our website is now live, these issues are affecting the mobile user experience and require urgent attention.

Could you please investigate this further and advise on the necessary fixes? If you require temporary administrator access, FTP access, or any additional information for troubleshooting, please let us know and we’ll provide it promptly.

Thank you for your continued assistance. We look forward to your response.

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Andrew Mitchell

Support staff

July 27, 2026 at 07:59

Hello, pckeycallout,

Thank you for disabling the plugin. We can now see that the issue is caused by an incorrect menu reinitialization after an Elementor element is loaded. Please provide us with FTP access so that we can investigate this matter further

Best regards,
8Theme’s Team

#472129 Copied

pckeycallout

Participant

July 27, 2026 at 11:16

Hello 8Theme Support Team,

Thank you for your update.

We have now provided the FTP access details required for your investigation.

Please proceed with identifying and fixing the issue as soon as possible. The mobile version of the website is currently experiencing very slow loading of elements, which is significantly affecting the user experience.

We would appreciate it if you could prioritize this issue and let us know once the fix has been implemented or if you require any additional information from our side.

Thank you, and we look forward to your prompt resolution.

Best regards,
PcKey Callout Team

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Andrew Mitchell

Support staff

July 27, 2026 at 14:45

Thank you, but we also need the FTP password; otherwise, we will not be able to connect.

Best regards,
8Theme’s Team

#472137 Copied

pckeycallout

Participant

July 28, 2026 at 10:42

Hello 8Theme Support Team,

Thank you for your response.

We have now attached the FTP password along with the FTP credentials. Please verify that you can connect successfully and proceed with investigating and fixing the issue.

As mentioned earlier, we would appreciate it if you could prioritize this, as the mobile version of the website is experiencing slow loading of Elementor elements, which is affecting the user experience.

Please let us know once the issue has been resolved.

Best regards,
PcKey Callout Team

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Andrew Mitchell

Support staff

July 28, 2026 at 14:40

Hello, pckeycallout,

Thank you for providing the access details. Unfortunately, they are not working. Please find more information in the attached screenshot.

Best regards,
8Theme’s Team

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