Reply 356938 to: Cannot edit custom heading and the circle keeps spinning
Tony Rodriguez
Support staff
May 17, 2023 at 05:57
Hello @culkman,
Thank you for your purchase of our theme and for reaching out to our support center. We appreciate your business.
1) Thank you for bringing the issue regarding the “custom heading” element to our attention. We have conducted a thorough investigation of your site and have determined that the element in question, which is not functioning properly, is actually a wp-bakery element rather than a component of our theme.
In order to help you resolve this issue, we kindly ask that you try activating the default WordPress theme, such as “Twenty Twenty-Three”. This will help us determine if the issue is specific to our theme or if it is present across different themes.
We kindly request that you inform us of the outcome after testing the element with the default theme. This information will be of great help in providing you with the best solution.
2) We suggest disabling all third-party plugins (including cache plugins) that do not come bundled with XStore (https://xstore.helpscoutdocs.com/article/36-included-plugins), clearing the cache of the browser, and then checking again. It is possible that one of the additional plugins is causing the issue.
If the issue still persists, please keep all third-party plugins deactivated on your site and grant permission to debug your site, which includes deactivating all third-party plugins and on-site Customization. This will allow us to investigate and assist you accordingly.
Please note that you should take a complete backup of your site before proceeding.
Thank you for your cooperation and patience. We look forward to hearing back from you and resolving the issue promptly.
