Hello,
Thanks for contacting us.
Please describe the problem in more detail with screenshots. Lightshot screenshot tool can be used to take screenshots and share them.
Have you watched this video – https://youtu.be/4n1re0jKorc ?
Make sure that you are using the latest versions of the theme and Core plugin – http://prntscr.com/101tmpb
Provide URL and temporary wp-admin access.
Regards