Dear @Khurram Virk,

Thank you for your message.

We have thoroughly reviewed the table you provided and found that only 54 (of which only 15 are autoloaded) out of the 1,404 options listed (of which 560 are autoloaded) are related to our theme. These 15 options are essential and are required to be autoloaded in order to ensure the proper functioning of key features.

For further clarification regarding the number of autoloaded options, we recommend reaching out to WooCommerce support, as their plugin includes approximately 83 autoloaded options (prefixed with woocommerce_), and Elementor includes around 69 (prefixed with elementor_).

For your convenience, we have attached a file containing only the options related to our theme, so you can easily identify them.

Please let us know if you have any further questions.

Best regards,
The 8Theme Team

Dear @Chris,

I hope this message finds you well.

We kindly request that you provide us with the correct FTP credentials, as we attempted to connect using your domain as the host, but were unable to establish a connection to your FTP account.

Once we receive the accurate details, we will be able to investigate the issue promptly and provide a solution without the need for further correspondence. We appreciate your understanding and cooperation.

Please rest assured that we are committed to delivering the best possible support to our customers.

Best regards,
The 8Theme Team

Hello @khurram virk,

Please, upload the file on a filesharing service, for example – https://wetransfer.com/ , and provide us with the URL. The built-in files uploader has limited file types so we didn’t get the file you attached.

Warm Regards,
The 8Theme Team

Dear @Khurram Virk,

We hope this message finds you well.

We have reviewed the autoload options using the additional plugin; however, it does not display an extensive list of such options, as shown in the following screenshot: https://prnt.sc/aB3V84YM2fdr.

Could we kindly ask you to contact your hosting provider and request a complete list of autoload options in either XML or CSV format? This will allow us to thoroughly examine the data and identify any entries related to our theme that may benefit from optimization. Should we find any such opportunities, we will be happy to implement the necessary improvements in the code.

Additionally the information in your panel of Site health could be cached and could display the non-actual information. Please, ask your hosting provider also, to check if there are no server caching for such information.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

Dear @martijntje,

We hope this message finds you well.

We would like to inform you that the issue with the static block in the mobile menu appears to be caused by custom CSS added via the Yellow Pencil plugin. Kindly refer to the Private Area for further details.

We recommend thoroughly reviewing the custom CSS you have implemented through Yellow Pencil and retaining only the essential code. For testing purposes, you may consider temporarily removing all custom CSS and then gradually re-adding only the necessary parts.

Should you require any further assistance, please do not hesitate to contact us.

Best regards,
The 8Theme Team

Hello @martijntje

Could you please, provide us a video of the issue because we checked the URL you sent and it displayed correctly on our devices.

Kind regards, Jack Richardson
The 8theme’s team

Hello @atik,

We hope this message finds you well.

Kindly review the access credentials you have provided, as we are currently unable to log in using the given details. Additionally, we recommend referring to the following tutorial on updating the theme:
https://www.8theme.com/documentation/xstore/theme-installation/theme-update/
Please check whether the issue persists after updating to the latest version.

If you require further assistance, we kindly ask that you update the access credentials so that we can successfully log in to your website and provide the necessary support.

Best regards,
Jack Richardson
The 8Theme Team

Dear @jeroenberings,

I hope this message finds you well.

Would it be possible for us to temporarily update the email address associated with this customer to our own? We would like to test the content of the email templates being sent.

Thank you in advance for your assistance.

Best regards,
Jack Richardson
The 8Theme Team

Hello @Quixotic,

We hope this message finds you well.

Could you kindly install the latest XStore patches we have released and verify whether the issue you reported still persists? Patch #9513246 was specifically developed to address the problem you encountered.

If the issue remains unresolved after applying the update, we would appreciate it if you could provide us with temporary wp-admin access so that our team can investigate the matter in more detail.

Thank you for your cooperation.

Best regards,
Jack Richardson
The 8Theme Team

Hello @shimon,

We hope this message finds you well.

Following your recent inquiry, we have reviewed your server configuration and are pleased to inform you that the issue with the Rubik typography font appears to be resolved. The correct CSS file is now being loaded, and there are no errors visible in the browser console, as shown in the following screenshot: https://prnt.sc/2JPFQlCUjxIj.

Regarding the slider navigation, please note that due to recent updates in Elementor, the navigation is now restricted to display within the carousel. Our development team is currently investigating a solution, as we are utilizing the default Elementor slider structure.

As for the caching issue, we can confirm that it is not related to our theme. It appears that some caching is still active, possibly due to custom modifications in your wp-config.php or .htaccess files, which may be preventing proper updates to the CSS files generated by Elementor. To ensure that changes are correctly applied, we recommend navigating to Elementor → Tools → Clear Cache. This action will refresh the page cache and reflect the latest updates.

We also advise installing and configuring caching plugins only during the final stages of website development. Installing such plugins too early and making frequent changes can lead to issues, as outdated versions may be stored in the plugin’s cache, preventing you from seeing the most recent updates. Once your website development is complete, we will be happy to recommend the optimal cache plugin configuration.

Additionally, we have analyzed your website using browser tools and noticed that a CDN and server-side caching are active, which may be contributing to the inconsistent display of style changes across different browsers, especially in incognito mode. Please refer to the following screenshot for more details: https://prnt.sc/gmmkCR2DxVdL. We suggest temporarily disabling these caching mechanisms to verify changes without interference from cached content. For our analysis, we used the following tool: https://www.wappalyzer.com/.

Browser-specific screenshots for your reference:
– Chrome: https://prnt.sc/CLyhlETqqJ7A
– Safari: https://prnt.sc/ak2gSizrRZgI
– Mozilla Firefox: https://prnt.sc/caC9j42GwtxZ

Lastly, we kindly ask you to review the arrows in your carousels. We have made improvements to the previously provided CSS code to enhance their appearance and functionality.

Should you require any further assistance, please do not hesitate to submit a topic on our support forum. We are always here to help.

Best regards,
The 8Theme Team

Dear @Khurram Virk,

We hope this message finds you well.

We have noticed that a significant number of plugins may be present on your website. Please note that our theme has been optimized to autoload fewer than 15–20 options by default. Therefore, it is likely that the additional autoloaded options are being generated by other plugins you have installed.

To identify the source of these autoloaded options, we recommend installing the “Query Monitor” plugin. This tool will help you analyze which plugins or themes are contributing to the autoloaded data.

If, after your analysis, you find that the majority of these options are indeed coming from our theme or XStore Core plugin, kindly provide us with a detailed list so we can investigate further. Otherwise, we suggest reviewing the plugins responsible and either reaching out to their respective support teams or disabling them if necessary.

Thank you for your understanding and cooperation.

Best regards,
The 8Theme Team

Dear @shimon,

Thank you for reaching out to us.

Please be advised that our support team assists a large number of customers each day, and we aim to respond to all inquiries within 24 hours. We sincerely appreciate your patience and understanding, as it enables us to maintain a high standard of support for everyone.

Regarding your issue, we have renamed the google-fonts subfolder within the Elementor directory in order to clear the cached Google Fonts, as shown in the following screenshot: https://prnt.sc/oLLvkPiJoCCL. However, it appears that server-side caching is still active on your end, as the previous folder link remains accessible and is loading outdated (cached) files on your website. We kindly ask you to review this in the private area of your site and ask your hosting provider to clear the server cache or disable it temporary.

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

Best regards,
The 8theme Team

Hello @Recep
Could you please, provide us the correct wp-admin access so we check the translations ?
Kind regards, Jack Richardson
The 8theme’s team

Hello @Crashraider
Please, check now.
Kind regards, Jack Richardson
The 8theme’s team

Dear @Crashraider,

We hope this message finds you well.

We have identified an issue on the product backend and have some insights into the possible cause. Our theme adds custom fields to the product tabs, and it appears that your plugin also introduces additional fields. However, it seems that the location your plugin uses may be conflicting with ours, as both rely on the same hook to insert options. This may be causing the product data table to break.

To help us investigate further, could you kindly provide the URL or name of the plugin you are using? This will allow us to review its code and better understand the conflict.

Thank you for your cooperation.

Best regards,
The 8Theme Team