Hello,

Thank you for reaching out to us.

1/ To assist you more effectively, we kindly request that you record a video demonstrating the issue and the steps leading to it. This will help us better understand and replicate the problem on our end.
Upload the video on a filesharing service, for example – https://wetransfer.com/ , and provide us with the URL.

2/ Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

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.

Warm Regards,
The 8Theme Team

Hello,

Thank you for your message. We are glad to hear that the issue has been resolved.

If you need any further assistance, please do not hesitate to contact us.

Best Regards,
8Theme’s Team

Thank you for your clarification. We have made certain changes and kindly ask you to check whether the issue has been resolved.

Best regards,
The 8Theme Team

Hello, Youcef,

Thank you for providing access. We have made some changes – please review them at your convenience. These updates will also be included in the next theme release.

Best regards,
The 8Theme Team

Hello, Tienda Vicortech,

Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

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.

Best Regards,
8Theme’s Team

Hello, Shafi,

We would like to inform you that the Royal theme is functioning correctly on the temporary (staging) site you have replicated. At your convenience, please review and confirm this on your end. It is possible that the issue may be related to other settings specific to your live site.

Additionally, we have prepared a video for your reference, which demonstrates that the issue is also present on your main site when using the default theme. However, this issue does not occur on the staging site, regardless of whether our theme or another theme is active. The video has been uploaded to the private content area for your review.

Best regards,
The 8Theme Team

Hello, anli75,

This issue is not related to our theme. We kindly recommend that you contact the Elementor Pro support team for further assistance. On our part, we will also reach out to them regarding this matter.

Best regards,
8Theme Team

Hello, Terpsauce,

Unfortunately, the FTP credentials you previously provided are no longer working. Please find the details in the attached files.

Best regards,
The 8Theme Team

We would like to inform you that we have released the following patch: 9491483. Installing this patch will help you resolve this issue on other projects without having to wait for a full update.

Best regards,
The 8Theme Team

Hello, Shafi,

We have investigated the issue and found that it occurs even when using the default theme and without any third-party plugins activated. This suggests that the problem may be related to a modification in WordPress, a database optimization, or most likely, something connected to the server environment.

We kindly recommend contacting your hosting provider to check whether there are any limitations on the number or size of AJAX requests on the server.

Additionally, while testing with the default theme, we discovered another issue: it is not possible to add two different products to the cart. When a new product is added, the previous one is automatically removed. Furthermore, the newly added product appears only on the current page and does not show up on the cart page.

Best regards,
8Theme Team

Hello, anli75,

We have cleared the cache, resolved some plugin conflicts (particularly between WPML and Elementor Pro), and reassigned the headers.

We believe the issue may have been caused by editing headers in a specific language – for example, when editing in Spanish, the header might have disappeared from the Italian version. This behavior should no longer occur.

However, if the issue reappears, please do not hesitate to inform us.

Additionally, in case the problem recurs, kindly let us know whether your server has automatic backups enabled, and if there is any possibility that these backups might be restoring themselves automatically.

Best regards,
8Theme Team

Hello, Benz,

Thank you for reaching out to us. Kindly provide us with the FTP access credentials at your earliest convenience.

Best regards,
The 8Theme Team

Dear Fady Haber,

We trust our theme is enhancing your experience. Taking a brief moment to rate it with a glowing 5 stars on ThemeForest would be immensely appreciated. Your feedback holds significant value for us.

Click here to rate now: https://themeforest.net/downloads

Thank you sincerely for your ongoing support!

Best Regards,
The 8Theme Team

Hello, AC,

Thank you for your message.

To resolve this, we recommend the following steps:

1. Use an SEO Plugin : You can use SEO plugins such as Yoast SEO or All in One SEO. These plugins allow you to easily set a custom image and description for social sharing.

2. Clear Cache and Debug: After updating the Open Graph tags, clear your website cache and use the Facebook Sharing Debugger https://developers.facebook.com/tools/debug/ to scrape the updated information. Although this tool is from Facebook, Instagram uses the same Open Graph data.

Best Regards,
8Theme’s Team

Dear Omar Quddam,

In the spirit of gratitude, we want to express our appreciation for your trust in our products. As a valued customer, your experience matters greatly. Would you consider sharing it by giving our theme a deserving 5-star rating on ThemeForest?

Click here to share your thoughts: https://themeforest.net/downloads

Being part of our community means a lot, and your feedback contributes immensely.

Best Regards,
The 8Theme Team