Urgent Request for Temporary XStore Support and Guidance on WooCommerce Forum License Registration

Good day, Support Team

I hope you’re doing well.

We recently tried to submit a request on the WordPress WooCommerce support forum but were unable to create a topic due to, a registered license. (See screenshot attached)

The message suggests that we don’t have access until a license is registered. As we’re dealing with urgent front-end and back-end issues affecting our e-commerce site, could you please continue assisting us temporarily through XStore support?

Additionally, we would really appreciate step-by-step guidance on how to purchase and register the correct WooCommerce support license and if possible, a direct link or a brief screen recording to point us in the right direction.

Your help will ensure we can get properly set up and use the official forum going forward.

Thank you for your continued support.

Kind regards,

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Hello @Mark,

Such popup is shown in case you have multiple topics simultaniously opened and not resolved yet. In your case you have 4 same topics currently active and we have already provided you answer on each of those: https://www.8theme.com/topic/urgent-website-offline-wordpress-critical-error-requiring-immediate-investigation/#post-474197. Additionally, we respectfully ask that you refrain from duplicating topics with the same question.

Best regards,
Jack Richardson
The 8Theme’s Team

Good day, Jack

Thank you for your response and the contents therein acknowledged.

Subject: Clarification regarding duplicate support tickets and additional request

Thank you for your response on the XStore Support Forum and the WordPress WooCommerce Support Forum. We sincerely appreciate your assistance. We would like to clarify that the duplicate ticket was not created intentionally. Our intention was to continue the discussion by replying to the existing ticket on the WordPress forum and to provide the additional information requested.

Unfortunately, we are unable to post replies because our account does not currently have the required registered license. The system prompts us that a license is required before responses can be submitted.

To address this, we have contacted 8themes by email for guidance on obtaining and registering the appropriate license and we are still awaiting their reply.

In the interim, we duplicated the request on the XStore Support Forum, as this is the only channel where we are presently able to respond and provide the required information. We hope this is acceptable.

As requested, we will provide the FTP login credentials in the private reply section of the XStore Support Forum, so that you may continue your investigation.

In addition to that, we would like to bring to your attention our hosting provider has recommended updating WP Rocket to the latest version compatible with PHP 8.3. Could you please advise whether you recommend proceeding with this update and if so, whether you would be able to perform it or if there are any precautions we should take. (see email from Nina under private content)

Our priority is to restore and maintain the front and backend stability and functionality of our e-commerce website so that our day-to-day operations can continue without interruption.

Please let us know if you require any further information and we appreciate your continued support and assistance.

Kind regards, Mark

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Hello @Mark,

Unfortunately the current credentials you provided are not correct.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

If you have live connection with your hosting provider, ask him to rename the WP-Rocket plugin folder or implement another fix as your request is quite prioritized. Otherwise, please, attach us the correct FTP access.

Note: before updating the plugin on live web-site is it highly recommended that you can backup your plugin version or make such update on your staging web-site. So, in your case it seems that update process caused some Fatal error issue on live web-site.

Kind regards, Jack Richardson
The 8theme’s team

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Good day, Jack

Thank you for the update, feedback. Much appreciated.

Please see email below from Nina under the private content for your reference and assistance.

Kind regards, Mark

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Hello @Mark,

Thank you for providing the details. We have renamed the “plugins/wp-rocket” directory to “plugins/wp-rocket-old,” and your website is now functioning correctly. Please verify this on your end. Additionally, we recommend contacting the author of the WP Rocket plugin to report this issue and request their assistance in resolving it.

Best regards,
Jack Richardson
The 8Theme’s Team

Good day, Jack

Thank you for your patience and support.

We’ve tested the site on our side and can confirm everything is functioning correctly at the moment.

We will follow your recommendation to escalate the issue to the plug-in developers to investigate and resolve the root cause permanently. In addition, could you please confirm whether the PHP version has been increased to 8.3, as recommended by our hosting company.

Again, we really appreciate your continued support and assistance.

Kind regards, Mark

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Good day, Jack

Please see email below under private content from WP Rocket Support for your reference and assistance.

Kind regards, Mark

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Hello @Mark,

Please continue your conversation with the WP Rocket team and support, as the issue you were experiencing was related to their product. We are the support team for our products only. We assisted you in resolving the critical error on your website, but it would be best for the plugin team to implement the correct version of their plugin or address any errors that may still appear with their latest version. Thank you for your understanding and for respecting our support rules and policy. If your main request has been resolved, please mark it as closed.

Best regards,
Jack Richardson
The 8Theme’s Team

Good day, Jack

Thank you for your message.

Once again, thank you for your support and assistance.

Kind regards, Mark

Hello @Mark,

Thank your for your understanding and respecting our position.

If you have any additional questions or concerns, please do not hesitate to reach out to us. Our support team is always available to assist you.

Kind regards, Jack Richardson
The 8theme’s team