Hello @kmc,

Thank you for your message.

We noticed that the snippet you added was in CSS format (please refer to the screenshot: https://prnt.sc/wejcoMlLIA8), whereas it should have been implemented as a PHP snippet. We have already corrected this on your behalf.

Additionally, we attempted several configurations to apply exclusions for specific media IDs on your page; however, these efforts were unsuccessful. As an alternative, you may consider disabling the native WordPress lazy load feature via the Theme Options panel. Alternatively, you are welcome to submit a request for further customization.

If your primary concern regarding this topic has been resolved, please feel free to mark the topic as solved.

Best regards,
Jack Richardson
The 8Theme Team

Hello @Adam
Please, check now.
The source of issue -> https://prnt.sc/rLA-Waxs4aEi.
Kind regards, Jack Richardson

Hello @Kmoe,

We hope this message finds you well.

Following our investigation, we have confirmed that the issue you are experiencing is related to the latest update of the Elementor plugin. We would like to offer you the following solutions:

1. You may consider downgrading the Elementor plugin to a previous version, which can be downloaded from the following link: https://wordpress.org/plugins/elementor/advanced/. This will allow you to maintain compatibility while waiting for the upcoming update of the PRO Elements plugin.

2. Alternatively, you can add the following code to your xstore-child/functions.php file and then check if the issue is resolved:

add_filter('elementor/editor/localize_settings', function($args) {
    if (!isset($args['promotionWidgets']))
        $args['promotionWidgets'] = [];
    return $args;
});

Please let us know which option you prefer or if you require any further assistance.

We look forward to your response.

Best regards,
Jack Richardson
The 8Theme Team

Hello @Mirza Ahtsham,

Thank you for reaching out.

Please be assured that we thoroughly review and verify all files before submitting them to ThemeForest. The files provided through ThemeForest do not contain any malicious code or injections.

The code you mentioned typically appears when files on your server have been altered, which may indicate a potential security breach. We strongly recommend that you contact your hosting provider to perform a comprehensive security check of your server and database, as it is likely that a virus or malware is present.

Kindly note that this issue is not related to a bug in our theme. Therefore, we advise addressing the matter with your hosting provider as soon as possible to ensure the integrity and security of your website.

You can also check next topic that is not relied to our theme but on other plugin’s support -> https://wordpress.org/support/topic/is-that-a-malicious-code-in-sql/.

Should you have any further questions, please do not hesitate to contact us.

Best regards,
The 8Theme Team

Hello @Istos,

Thank you for your response.

We kindly noticed that the debug log was not included in your reply. Additionally, it appears that the system requirements have not been configured correctly, which is necessary for proper functionality with our theme. Please refer to the following screenshot for more details: https://prnt.sc/La78Sw8aoEnF.

As a temporary troubleshooting step, we recommend deactivating the XStore theme and the XStore Core plugin, then testing whether the Elementor editor functions correctly with a default theme such as Storefront.

If the issue is resolved after performing this test, we would appreciate it if you could provide us with FTP access so we can investigate further. However, if the problem persists even with the default theme, we suggest submitting a support request on the Elementor forum, as the issue may not be related to our theme.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

Hello @Siddharth,

We kindly follow up to request your response should the issue reoccur on your website. At this time, we are unable to detect the error on our end, and it appears that the fix has already been implemented successfully.

Additionally, we have forcibly disabled the cache for the affected mega menus, which should prevent the issue from reappearing. Therefore, we kindly ask that you refrain from applying any further fixes yourself. Instead, please notify us immediately if the error occurs again, so we can investigate the matter in detail.

Please note that this issue has not been reported by other customers, and currently, you are the only user experiencing it. This suggests it may be a unique or isolated case.

Thank you for your cooperation and understanding.

Best regards,
Jack Richardson
The 8Theme Team

Hello @Mirza Ahtsham,

We hope this message finds you well.

We would like to bring to your attention some irregularities we have identified in your theme files. Please refer to the following screenshot for details: https://prnt.sc/MxPWkRTamAc-. As you can see, the file in question was last modified on April 14, 2025, and it contains code that is not part of our official theme update, as shown here: https://prnt.sc/FrrY7tb1By4a.

Additionally, we have noticed that several other files were either modified or created directly within the theme folder. You may review them via the following link: https://prnt.sc/nuQLQFwf-a5K.

Based on our analysis, it appears that your server files may have been compromised and injected with unauthorized or custom code. We strongly recommend that you contact your hosting provider to investigate this matter further. As a precaution, we advise restoring your theme files from a clean backup or re-uploading the latest version of the theme package downloaded from ThemeForest.

Furthermore, we suggest that your hosting provider implements enhanced security measures, such as bot protection and SQL injection prevention, to avoid similar issues in the future.

In the meantime, we have made temporary adjustments to the functions.php file to resolve the fatal errors. However, we highly recommend addressing the root cause of the injection to ensure the long-term security and stability of your website.

Should you need any further assistance, please do not hesitate to reach out.

Best regards,
Jack Richardson
8Theme Support Team

Hello @Santi,

We have noticed that your website is utilizing a large number of plugins. This could potentially impact the website’s performance, lead to errors, and affect its overall speed. To ensure optimal functionality and avoid such issues, we kindly ask you to manually review each plugin currently in use on your website.

If the problem persists, we suggest switching to the Parent theme if you are currently using the Child Theme on your site. After clearing the cache, check again.
Do the same test for the default WooCommerce theme – Storefront. The issue may be due to your custom code in the Child Theme.

Let us know the results.

Best regards,
8Theme’s Team

Hello @Adam,

We hope this message finds you well.

Kindly review the source of the issue as shown in the following screenshot: https://gyazo.com/60079cbd31d574418ec50495d7bde1ee. The problem was related to an element whose width was approximately 112%, causing it to occupy more space than intended on the frontend.

We have addressed and resolved the issue. Please check it now at your convenience.

Best regards,
The 8Theme Team

Hello @Aakash,

You may add the following code snippet to your child theme’s functions.php file:

add_filter('xstore_wishlist_mini_content_ajax', '__return_true');

If you require further assistance, kindly provide us with a video demonstrating the issue, along with temporary WordPress admin access to your website so we can investigate the matter more effectively.

Best regards,
The 8Theme Team

Hello @SM,

Thank you for reaching out.

Please note that both of the shipping pincode checkers you mentioned are not part of our theme. We recommend disabling either the Shiprocket plugin or the Shipment Tracker for WooCommerce to avoid any conflicts.

At present, a custom CSS snippet has been applied to hide one of the checkers on the single product page.

Should you need further assistance related to our theme or XStore Core plugin, please do not hesitate to contact us.

Best regards,
The 8Theme Team

Hello @Julien,

Thank you for reaching out.

Please note that our slider does not currently offer an option to configure the parallax effect on image hover. This is due to our focus on maintaining a lightweight structure in terms of scripts and styles.

Regarding the empty space around the slides, it is controlled by the container padding. You may try setting the container padding values to 0 and check if that resolves the issue.

Should you have any further questions, please feel free to contact us.

Best regards,
The 8Theme Team

Hello @YT,

Thank you for bringing these issues to our attention.

We have reviewed the concerns you mentioned and would kindly ask you to try the solution provided in the following link:
https://www.8theme.com/topic/woocommerce-woocommerce-infinite-scroll-and-ajax-pagination-and-shop-page-is-not-working-properly/#post-434076

Regarding the issue where filters are not displayed until the user scrolls to the bottom of the page, this behavior is caused by the Elementor animation settings applied to that element. We recommend disabling the animation for this element on mobile devices and then checking the result. Please note that animations are triggered only when the element is within the visible area of the user’s screen, which is why the filters do not appear until some scrolling occurs.

As for the issue with overlapping popups and other sections, it appears to be related to the z-index values configured for certain sections. Specifically, we noticed that a z-index of 0 is set for some columns, which causes display issues on mobile devices. We suggest removing all z-index values from the single product sections and then verifying the outcome. Incorrect z-index settings can cause sections to overlap improperly.

Please let us know if the suggested changes resolve the issues.

Best regards,
Jack Richardson
The 8Theme Team

Hi @Elon,

Thank you for your update.

Regarding the website speed, please note that performance optimization is a complex task that involves multiple aspects of your website — including plugins configuration, image optimization, caching, server performance, and more.

To demonstrate the potential of our XStore theme, we’ve prepared an example here:
https://pagespeed.web.dev/analysis/https-woocommerce-1476984-5641372-cloudwaysapps-com/adlln2dhwa?form_factor=desktop
As you can see, our theme is capable of achieving a 98+ score on mobile and 100+ on desktop, which is a rare result for any e-commerce theme.

We kindly recommend checking the following on your website:

– Optimize all images (use modern formats like WebP and compress them properly)
– Configure a caching plugin (such as WP Rocket)
– Ensure your server is properly optimized for WordPress and WooCommerce
– Minimize the use of heavy third-party plugins

All of these factors significantly affect website speed and performance.

Please note that such performance optimization is outside the scope of our support, as per Envato’s support policy.

Best regards,
8Theme’s Team

Hello @Siddharth,

We hope this message finds you well.

We would like to inform you that the cache for the mega menus on your website has been disabled. You may now check the changes at your convenience.

Please let us know if you need any further assistance.

Best regards,
Jack Richardson
The 8Theme Team