Hello,
Thanks for using our theme and for contacting us.
1/ Please record a video of the problem.
2/ Go to Theme Options > Speed optimization > Menu Cache, Static Blocks Cache, Remove Query Strings From Theme Static Resources > Off. Then clear cache of your browser and check the result.
4/ Try to disable ALL the third-party plugins (including cache plugins), that do not come bundled with XStore https://xstore.helpscoutdocs.com/article/36-included-plugins , clear the cache of the browser, and check then. Maybe one of the additional plugins is the reason for the problem.
5/ Provide temporary wp-admin access.
Create an account via Dashboard (Users > Add new) with administrator role http://prntscr.com/s3rc9m > provide us with username and password via the Private Content area http://prntscr.com/s5mao7 You can use any email for it.
Regards