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I have purchased a support license and it does not allow me to activate it.

This topic has 17 replies, 2 voices, and was last updated 9 months ago ago by Rose Tyler

Administrador Gold

Participant

July 28, 2023 at 15:29

Hello, I just bought a year of support license and when I activate it on my site, it shows me a message that this code is already being used on another site. How can it be if I just bought it right now? thank you.

#363171 Copied Theme version: 1.0 WooCommerce version: 7.9.0

16 Answers

Rose Tyler

Support staff

July 28, 2023 at 15:36

Hello, Administrador Gold,

Thank you for getting in touch with us.

In your account, you can see activations – https://www.8theme.com/account-user/?user_id=30468
Read more – https://xstore.helpscoutdocs.com/article/163-how-to-registerderegister-xstore-theme-livestaging-websites

We hope this information is helpful.

Kind Regards,
8theme team

#363172 Copied

Administrador Gold

Participant

July 28, 2023 at 15:40

OK, I don’t know why my downloaded document shows the code from my old site. this is an envato error.
In any case, I have already been able to activate it

#363173 Copied

Administrador Gold

Participant

July 28, 2023 at 15:47

ok, i bought support license to solve a problem with the theme. You can help?

In Xtore / theme options: site does not load to be able to edit. At the same time elementor doesn’t work.
In this last case, we have worked with elementor support, and it only works by deactivating the theme, so they conclude that the problem persists in the theme.
So, for one thing, Xtore / theme options doesn’t open the site.
Elementor does not allow editing pages, products, blogs, etc.

Can you help me please?

#363174 Copied

Rose Tyler

Support staff

July 28, 2023 at 16:04

Hello, Administrador Gold,

1/ Please provide the URL of your site and temporary wp-admin and FTP access.

To provide wp-admin access, you can create a new user account with administrator role via the Dashboard, and provide us with the username and password via the Private Content area.
To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.
Also, ask about the server error log from the hosting provider.

2/ In order to troubleshoot the issue you are experiencing, we suggest that you try disabling all third-party plugins (including cache plugins) that are not bundled with XStore. You can refer to the following link for a list of included plugins: https://xstore.helpscoutdocs.com/article/36-included-plugins . Additionally, please clear the cache of your browser and check again. It is possible that one of the additional plugins is causing the problem.

Kind Regards,
8theme team

#363177 Copied

Administrador Gold

Participant

July 31, 2023 at 10:59

Hello, please check and let me know.
I’ll keep an eye out, thanks.

Please contact administrator
for this information.

#363297 Copied

Rose Tyler

Support staff

July 31, 2023 at 13:10

Hello, Administrador Gold,

BE ATTENTIVE and don’t place the private information in the general message area because all the visitors have access to that information.
We’ve edited your reply and moved credentials into the Private Content area.

Thank you for FTP access and the wp-admin link, but what username and password for the dashboard can we use?

Kind Regards,
8theme team

#363304 Copied

Administrador Gold

Participant

July 31, 2023 at 14:04

Hello, thanks for the warning, I have seen it when you have moved the info. I had never requested support before and was counting on our entire conversation to be private. Thanks for your care.

Ok, the credentials are what I’ve passed before.
(I have taken advantage and changed the password.)
Let me know.
thank you.

Please contact administrator
for this information.

#363318 Copied

Rose Tyler

Support staff

July 31, 2023 at 14:30

Hello, Administrador Gold,

Thank you for your response.

This is FTP access – https://prnt.sc/oizOxFfXy0F8
We need wp-admin access also, which means access to the Dashboard of your site.

Kind Regards,
8theme team

Please contact administrator
for this information.

#363325 Copied

Administrador Gold

Participant

July 31, 2023 at 14:37

Sure, excuse me.
Here it is.
let me know if you have been able to get in and if you need anything else,
thank you.

Please contact administrator
for this information.

#363327 Copied

Rose Tyler

Support staff

July 31, 2023 at 16:41

Hello, Administrador Gold,

Thank you for your response.

We will have another specialist review your inquiry in greater detail and will be in touch with you.
Please be patient and do not change access.

Kind Regards,
8theme team

#363353 Copied

Administrador Gold

Participant

July 31, 2023 at 16:58

Ok, I’ll stay tuned.
Access will be kept permanently until you can fix it.
Thank you very much for your help.
regards.

#363358 Copied
Rose Tyler

Support staff

August 1, 2023 at 12:01
Hello, Administrador Gold,

The cause of the issue is the following code in /wp-content/themes/xstore-child/functions.php
```
add_action( 'wp_footer', 'dcms_avoid_iframe_loading' );

function dcms_avoid_iframe_loading(){

    ?>

  <script>

   if ( this.top.location !== this.location ){

       element = document.querySelector('body');

       element.parentNode.removeChild(element);

   }

  </script>

  <?php
}
```
We have disabled the function connection in order for you to check the website’s functionality.
add_action( 'wp_footer', 'dcms_avoid_iframe_loading' );
We do not recommend making any manipulations with iframe as customizer and elementor editor use iframe for loading and working.

Kind Regards,
8theme team
#363425 Copied
Administrador Gold

Participant

August 1, 2023 at 14:21

Great, thank you very much for your great work. You are awesome.
Regarding your last comment, we have not added or customized these lines. Do you have any idea what it could have been? any attack? any plugins?

thanks again.

#363433 Copied

Rose Tyler

Support staff

August 1, 2023 at 15:57

Hello, Administrador Gold,

You’re welcome!

It appears that this was not an attack, but rather a customization or plugin. It is possible that you were performing some optimization and this code was added in the process.

We have also found the source of the code: https://decodecms.com/evita-que-tu-sitio-sea-cargado-desde-un-iframe/

Kind Regards,
8theme team

#363440 Copied

Administrador Gold

Participant

August 1, 2023 at 16:46

ok I remember now.
Exact. We included a few lines of code a year ago to prevent other resellers from loading our page from an iframe on their pages, but this finally didn’t work and we thought we had removed it.
Then we will take a look at your recommendation,
thank you.

#363441 Copied

Rose Tyler

Support staff

August 2, 2023 at 06:38

Hello, Administrador Gold,

You’re welcome!

This topic will be closed, please submit new topics for new questions – https://www.8theme.com/forums/xstore-wordpress-support-forum/

Kind Regards,
8theme team

#363458 Copied
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