378 comments found.
Hi; When can you answer my ticket (#684716) ?
I send ticket 2 days ago, please can you answer.?
Hello,
Apologies for waiting a bit longer, an agent has been assigned to it, you should get a reply very soon on ticksy!
Elated
I’m waitinig for your answer, four days.Still I do not see the answer.
The ticket was answered, did you got a reply on ticksy?
How long does it take you to respond to a support ticket?
Hello Suzanne,
Average response time is within 24hours from ticket submitting.
Elated
Do you have any videos on customizing the theme? I’m having trouble even finding out where you change the navigation font color. the background and font are white and I’ve basically changed every option I can find and it’s still wrong. Too frustrated here and the html file you provide doesn’t talk about that.
Hello,
This can be changed with a bit of css. If you need help with writing a precise css for this, please submit a ticket to https://elated.ticksy.com , and our support agents will provide the code for setting desired nagivation items color.
Elated
Thank you so much for the quick response. I’ve tried to submit a ticket but it’s saying I’m not putting in the correct purchase code. I’ve got the license certificate in front of me and copied it from the .pdf and .txt and it’s still rejecting it. So until I can get it to recognize my purchase code I can’t submit a support ticket.
Hello again,
Please make sure that you have chosen the right category you want to post in (Chandelier) and that your purchase code is valid. New tickets are arriving regularly, we just checked it.
This is Envato API we’re using, if you still can not open a ticket try contacting Envato support to see what could be causing this.
Elated
Ok, I think I have most of everything resolved. I don’t like the category names showing up on the blog page. http://godrocks.co/blog How do I remove them? I’ve tried changing the font and it’s still the script font and looks horrible. If I could just remove them it wouldn’t be an issue
Hello,
Add the following css in Elated Options -> General -> Custom CSS field:
body:not(.single) .eltd-post-info-category {
display:none;
}Elated
hi, i have bought ur theme but when i want to install it, it tells me that im missing the style.css stylesheet. how can i get that
Hello,
This error message does not mean that the theme you have purchased is broken, it simply means it has been uploaded incorrectly.
Most likely you tried to upload the entire downloaded folder from theme forest, read this link https://help.market.envato.com/hc/en-us/articles/202821510?_ga=1.90725146.183795062.1430217171
Also, here you can find the detail instruction how our Chandelier theme can be installed
http://chandelier.elated-themes.com/documentation/#!/getting_started_installing_chandelierElated
Hello, I want to know before i buy if you can put a video instead of the slider in header ? awaiting for your answer, best regards, NR
Hello,
Yes of course, you can insert a video (to make a slider with just one video slide).
Elated
Ok but an incorporating a youtube video is this possible?
Our Elated Slider supports self-hosted videos. You can use Youtube videos with Video Player element from Visual Composer.
I don’t see any social sharing on this theme. Is there an option to add social sharing at the end of every post?
Hi,
Yes of course, here is info from online documentation regarding sharing: http://chandelier.elated-themes.com/documentation/#!/elated_options_social
Elated
That does not answer my question. This link only indicates that you can put social sharing on pages. Please read my question. I’m asking if there is an option to add social sharing at the end of every post..
We understand you point of view, not a happiest explanation in documentation, saying types of pages which mislead you to think that share is available only for pages, which is not the case. Here is actually screenshot form those settings in Elated Options: http://screencast.com/t/H7a7eQ83nmz
Hopefully this was helpful to you a bit.
Thanks!
You’re welcome!
This theme feels unfinished, it is a lovely theme, but there are not enough options to control the layout and colours without having to resort to loads of custom css.
Even then im still finding problems, such as not being able to select which header to use for product category pages, not being able to display a category side bar on product category pages. Not being able to have options for size and colour on product pages.
I get an error stating that the theme is using outdated WooCommerce template files:
chandelier/woocommerce/cart/cart-shipping.php version 2.3.0 is out of date. The core version is 2.5.0, chandelier/woocommerce/cart/cart-totals.php, chandelier/woocommerce/cart/cart.php, chandelier/woocommerce/cart/shipping-calculator.php, chandelier/woocommerce/content-product.php version 2.4.0 is out of date. The core version is 2.5.0, chandelier/woocommerce/content-single-product.php, chandelier/woocommerce/content-widget-product.php version – is out of date. The core version is 2.5.0, chandelier/woocommerce/global/quantity-input.php version 2.1.0 is out of date. The core version is 2.5.0, chandelier/woocommerce/product-searchform.php version – is out of date. The core version is 2.5.0,
The theme taking several seconds to load each page (totally unacceptable and renders the website useless, even with w3 total cache installed)
This theme has so much potential, but it seems to have been released before it was ready.
Setting the theme colours in the Elated Options doesnt work with both light and dark header options, it needs to be set in custom CSS. This needs fixing in the theme.
Hi,
Please note, theme will be compatible with latest WooCommerce plugin version after we release theme upgrade, until then best way is to downgrade WooCommerce to prior version.
Product category page is dynamically created page, called archive page. This means that this page doesn’t exist in page list within dashboard and as such, you can’t modify their appearance – applied layout is the one used on page that is set to be shop page in WooCommerce settings.
Size and color on product pages should be added as variable product, more info here: https://docs.woothemes.com/document/variable-product/
Dark and light header skins are predefined styles and as such global coloring scheme isn’t applied on them.
If you happen to need any assistance using our theme please submit a ticket at http://elated.ticksy.com and include link to your site.
Elated
I actually have 6 outstanding tickets waiting for replies from you on ticksy.com some of them are a week old!
Tickets: #675375 #674930 #674826 #674773 #668310 #670923
Okay, your tickets are assigned to one of our agents and you can expect answer soon. When it comes to delay, note that it’s caused by mini break – we had national holiday back here, on Monday and Tuesday but now we’re back to fullspeed.
Thanks thats great, as I need to get this website completed and live this week.
You’re welcome.
My tickets are still unanswered after 5 days…
The tickets are being processed right now (some are already answered). You should hear back from the agents on ticksy soon on all your questions.
Pre Sales Question: On the Ipad the full nav menu doesn’t appear in either the short or long view. Is there an option to have the full nav bar with all menu items appear it at least one the screen views on the Ipad?
Hi,
We have set it on this way to make sure that everything works fine on iPad ether. If we show default header instead of the mobile header, there is possibility of overlapping between header item (logo, menu, right hand sidebar). If you like, our support could quide you where to change this responsive state, so you could have it on iPad landscape view.
Elated
Pre Sales Question: I’m noticing on your demo the menu items and logo are not showing in Chrome. If I purchase, will that still be an issue? Also, does it come with a child theme? Thanks.
Hi,
Thank you for your interest in our theme 
1. We just checked it on Chrome and everything works fine. If you refer on our landing page, than it should not have a logo and menu, we disabled them on that page.
2. Yes, any of our theme comes with child theme.
Elated
I’m on a 21 inch screen—when I open your demo nothing appears on the nav bar until and if I make the screen considerably smaller … then it appears. Will that be the same on the live theme?
Please make sure to check our demo from direct link instead of preview with frame from Theme Forest: http://chandelier.elated-themes.com/
Let us know it there are any differences if you’re using different browser/machine to access to our demo site.
Yes. I’m using direct link with frame from ThemeForest. Please remember this is a pre sales questions. What would support look like if I purchased this? Your menu does not show in Chrome (it does in Firefox) on a 21 inch screen. Again, will that also happen on the live theme? Geez…..
I need to get started on this project. I can’t keep waiting for days for you to give me a correct answer on this. I’m going to have to start looking for another theme. It’s a shame because your’s is so beautiful.
We’re trying to figure out your setup and to reproduce it on our side as well to point you to the proper link like you would visit any other live site, w/o preview frame from Theme Forest. So, please confirm that you’re still experiencing this on link we’ve provided you in our previous answer.
Furthermore, let us know which browser version you’re using and under which OS.
Thanks in advance.
Yes. It still happens on the link you provided. Just like on the ThemeForest link - the menu only appears after the screen is minimized or manually made smaller. You don’t have to make it much smaller, it looks like you just have to adjust the screen size down.
Windows 10, Chrome Version 48.0.2564.109 m—which is the latest version.
I just tried it again in Firefox and the same thing is now happening as in Chrome. I don’t think I tested Firefox full width before. When it’s full screen (on my 21 inch monitor) there are no menu items showing. When I make the window smaller they appear. So it’s not just a Chrome issue.
We tried to reproduce it, we do have slightly larger monitors, but we tried resizing as well as with exact dimensions in Chrome emulator: http://screencast.com/t/G2uVa94Q
Also, we’re unable to reproduce it on Firefox. Guess it’s isolated issue on your side.
That doesn’t make sense. How could it just be isolated on my end? I have purchased over 30 themes in the last three years, built 28 websites, and have done all of it on the computer this is happens on. I have never seen this before. If it were isolated on my end it would have happened on other themes by now.
When I research this problem you can find threads pointing to a problem with things like the css coding around positioning the nav bar etc.
Research this and see what you find. If you continue to make sales I’m sure others will have this problem too.
Right now, you’re only one known to us that is experiencing this, we’re not able to reproduce it on our side nor we got similar feedback on our ticketing system.
Well, that doesn’t seem to be correct. Here’s a comment posted right here three months ago:
gretel 3 months ago Flag Hi! I wanted to say that I love the way this theme looks and will be buying as soon as I have a project to match it with!.
However, whilst inspecting the demos I noticed the menus don’t actually appear on my computer. It seems odd as the menu backgrounds are visible and if I scroll the background will automatically show up when needed, but the actual logo and menu items are nowhere to be seen. I’m using Google Chrome btw.
Just a bit of feedback as I think its useful info for you. Good luck with sales!
Clearly, this is not an isolated issue.
Thanks for following up on this.
Just got feedback from colleagues in support team, one issue from tickets as well. Agents have found that from some reason CSS animations in charge of menu appearance were not executed due to unknown reason since we’re unable to reproduce it on any machine (Mac, Win 7, 8 and 10) and any modern browser. However, fix was fairly simple custom CSS snippet.
Hopefully it was helpful to you a bit.
So does that mean if I purchase your theme it will be fixed? If yes, that would be great!
Okay, so since you said there was a “fix”, and so that I don’t loss anymore days here, I’m going to go ahead and purchase the theme. If there is no fix I will expect a refund. Thanks.
Hello again,
Yes, if this issue happens for you, our support team will provide css fix to have your menu shown, nothing to worry.
Elated
Is it possible to have a smaller shop side bar? The theme only allows you to select a third of the page wide or a quarter of the page wide.
Both are far too big for my needs, I cant seem to set a smaller option anywhere.
Please can you tell me what css to use to resize the shop side bar to be smaller, or if there is an option ive missed in the settings to do this?
Hi,
Those options are only available (1/3 and 1/4). If you want you can contact our support on https://elated.ticksy.com/ and our support will help you with custom css.
Elated
I was referring to the category page having a shop sidebar or categories sidebar, your support said it isnt possible, but it is.
Just install the plugin: WooSidebars – Sidebar Manager to WooSidebars Converter
Then it uses the same settings and the blog side options on the category pages.
Thanks for following up on this, we’re glad to hear you’ve managed to solve it.
Thought it would be useful for others with the same problem. I do have 6 other open tickets that im waiting for your support with though…
Your tickets are assigned to one of our agents and you can expect answer soon.
Those tickets still remain unanswered….?
The tickets are being processed right now (some are already answered). You should hear back from the agents on ticksy soon on all your questions.
Hi,
I have installed wordpress 3 times on my hosting provider and evreytime i upload the chandelier.zip it crashes my wordpress installation and gives me a 500 server error.. Check here: sofia-ferreira.com
I´ve installed wordpress 100s of times and this has never happened. Wordpress installs fine, i log in, go to themes and uplad your zip and boom.. this happens!
Done it from scratch 3 times already.
I left this urgent question in your support to no avail.
Help please!
Hello,
Read this article, there could be several causes to this error http://www.wpbeginner.com/wp-tutorials/how-to-fix-the-internal-server-error-in-wordpress/
But most likely, it’s caused by low memory_limit parameter. Contact your host, and ask them to increase memory_limit = 128M , or try to increase it your self ( http://dailyblogging.org/wordpress/increase-wordpress-memory-limit/ )
If the problem is still on after it, please submit a private ticket to https://elated.ticksy.com , so our support team can check this.
Elated
I need to be able to edit the layout of the header and I cant find the controls to allow the changes I require.
I would like to move this element down to the bottom quarter of the header: eltd-container-inner
At the moment it is sitting through the middle and I need to move it down.
I would also like to change the font, the font colour and the font size for the text shown in this area.
I dont wish to display the page title at all, but I do want to display the sub-title text in a different font and colour and size.
I also need to add a coloured bar behind the top navigation menu and cant find an option to control that either.
I appreciate all the help you are able to provide. Ive also posted an open ticket on elated.ticksy.com
Hello,
Can you please tell us your ticket ID to check up on it’s status with support team?
They will provide the necessary css for most of these changes
Elated
Public Ticket #668310
The ticket is being processed, you should hear back soon from our support team on ticksy.
Hi they didnt answer all the questions, ive replied but had no reply, so ive created a new ticket with all the questions in more clearly. It is ticket number #670923 Ive put my url in where it asked and set it as a private ticket, but the questions will be very helpful to others, so if you can hide my URL then please feel free to change it to an open ticket to save you being asked the same questions again and again…
Hi,
thanks, our support staff will take a look at all your issues and provide answers.
Elated
Still no reply. People reply quickly here, but dont seem to reply to support tickets
Come on Elated-Themes, how about answering my support ticket please? Ive also noticed that the theme is also very slow and not working properly on iPads.
(Ive read your reply to others having the same problem with slow websites not working properly that it isnt the theme, it must be the hosting. But I have many websites hosted in the same hosting and they are all loading and working fine.)
Hi,
We’re very sorry for the delay. We have just assigned your ticket to our support team and they will get back to you on the ticket as soon as possible. Regarding the issues with site speed and responsive on iPad, please add them to your ticket so our support team can take a closer look and see what they can do to help.
Elated
Hi I’ve got a ticket open asking how to make the usual navigation menu (rather than the mobile menu) show on iPad in landscape mode. Ticket is 3 or 4 days old, but has no reply… Ticket #674826
Hi,
We are short on resources during weekends and it may take some time to answer on all tickets. We we will answer on all of them asap.
Elated
Hi still waiting for private ticket #674826 to able answered showing me the css required to display the usual responsive navigation menu on iPad in landscape mode. This ticket is now 5 days old and is urgent.
I also have another private ticket #674930 that is also still unanswered after 5 days which asks for the CSS required to change the background colour for the drop down menus (as it can’t be controlled separately in the admin options)
This website should have been live by now, but I’ve been unable to finish it due to a lack of support from your ticket system.
Hello,
Both tickets have been answered, please check ticksy and continue the talk with our agents there if necessary.
Elated
Hi, i have the same problem with slider like user “crushonme”. After editing and saving the slide everything goes back to default setting. Can you also give me advice please how to fix it? Thanks Marek
Hello,
Most likely this problem is related to very low server resources you have available. But the best would be to submit a private ticket to https://elated.ticksy.com , and include a link to your site and WP admin access in it, so our support agents can inspect this and provide help.
Elated
time import
sorry I was trying to use the search function and entered as a comment by mistake. please delete it. im looking to see how long the import should take, im stuck at 80% after 2 hours. Ive been searching for a support forum so as not to have to bother you.
sorry I was trying to use the search function and entered as a comment by mistake. please delete it. im looking to see how long the import should take, im stuck at 80% after 2 hours. Ive been searching for a support forum so as not to have to bother you.
Hello,
No problem. Most likely your server resources are low, if demo import process is stuck. It should not take up that long.
Submit a private ticket to https://elated.ticksy.com , and include a link to your site and WP admin access, so our support agents can help with demo import.
Elated
Ive started again and imported the demo data, just trying to work out how to edit everything now.
Do you have a support forum where we can search for answers to questions others have asked, this will save you and us a lot of time asking, waiting and answering the same questions over and over again…?
Ive started again and imported the demo data, just trying to work out how to edit everything now.
Do you have a support forum where we can search for answers to questions others have asked, this will save you and us a lot of time asking, waiting and answering the same questions over and over again…?
Hello again,
Yes of course, on https://elated.ticksy.com , you can search through public tickets, and open your own to ask whatever you would like to know about editing the demo site now.
Also, make sure to search this, theme’s official documentation
http://chandelier.elated-themes.com/documentation/Elated
there is no search feature on elated.ticksy.com you have to manual open each ticket one at a time and look to see if it contains what you are looking for. Please could you implement a search feature as this will be invaluable to your customers when looking for resolutions to existing issues.
Please take a look at this screnshot showing public ticket search option on our ticketing system: http://screencast.com/t/td2HiTbY
That doesnt appear when I login, ive tried several browsers, the whole layout is different for me. See here: http://the-web-design-company.co.uk/wp-content/uploads/2016/02/support-tickets.jpg
Ive discovered that If I click the word “Elated-Themes” then I get a page with a search option, but I never would have known it existed if you hadnt posted that screen shot… It should be there on the page you arrive at, poor design.
We understand you point of view,
Please note, link to that page w/ visible search bar is actually http://elated.ticksy.com and this is what we have send you in our previous answers.
Anyway, glad that you can now use search option.
Thank you
You’re welcome.
Hi, is there a layout with a centered logo? Thanks
Hello,
There’s no direct option for choosing centered logo within Chandelier theme. It can be achieved with a bit of css however, our support team can help with that if you’d like your logo centered.
Elated
Thanks very much, also regarding the small svg triangle on the bottom of the main slider on the home page, is it possible to change this to a custom shape if I design it as an svg and replace it? Is it possible for me to replace it at all? Thank you.
Hello again,
There is no direct option inside WP admin for that, but you can change this slider’s template file directly, with your path coordinates for your svg.
Elated
Can multiple videos be viewed in sequence in the fullscreen home section? Is sound available and can the video be paused?
Hi,
If you mean on full screen slider (http://chandelier.elated-themes.com/vintage/) than yes, video backgrounds are available and no sound is enabled on them, but our support could help you how to enable them.
Elated
I’m a singer and I need a website where I can put my music videos on the fullscreen home landing section. I need the viewer to be able to pause it, mute it and go forward to the following videos. Is this something that can be done with Chandelier? I really love the look of the theme so if this can be done, it would be great!
Hi,
Unfortunately all of this is not possible with our slider. Maybe you could use some of the WP plugins to achieve this.
Elated
Thank you, but I’ll need to find a theme that has it already. If you create anything like this or know of one, please let me know. Thanks.
No problem, we’ll keep you posted if we implement this feature in some of our future works.
Hi, I waiting for your response from your support ticket for 2 days but you’ve never answer.
I am trying to use the Elated Slider but when I try to change the image in an existing slide, it doesn’t take the image.
I upload a new background slide image to the slide but when I save, the site refreshes and it then still shows the old image from before. Even I just remove the current background image from the slide and then update, it refrehes and shows the old image I just deleted.
I need your contact email to send my website URL.
Best Reards, Tanakorn
Hello Tanakorn,
Can you please tell me the ID of your ticket so I can check up on it with support staff?
Elated
Hi, Thanks Elated. Thanks for your answer. I just checked and I got your reply now. The ticket id is: Private Ticket #655055
Tanakorn
Hello again,
The agents are on it, expect the reply soon.
Elated
Theme breaks the blog. Submitted ticket. Response? Seems like others are having issues receiving support as well.
Hello,
Can you please write us the ticket ID here so we can check up on it’s status with the support team? Thanks
Elated
Ticket 655460
The ticket has been answered, please check the ticksy.
Elated
All set! Thanks
You’re welcome!
My Private Ticket #655573 has not been answered! Paying for support and not getting any, is the worst!
Hello,
Sorry for this bad experience, please check your ticket and respond to our agents there so they can get on solving this, they asked for your WP admin access credentials so they can inspect this closer.
Elated
In landing page, the logo won’t fade in and out if scrolling with mouse wheel. May you improve it in next versions? http://chandelier.elated-themes.com/landing/
Hello,
The logo was not intended to fade out on scroll on this page. We will pass this message to our Project Manager for consideration of including it in next versions.
Elated
It does fade in and out if you scroll with the scrollbar!
Hi again,
Yes, but please note: this page uses Image Waterfall element. Once you scroll down with your mouse, look at the scrollbar – it initially moves to certain amount – position of page, it makes one full iteration of vertical slide. The fade can not be visible because of that.
Once you go scrolling with scrollbar, you don’t make one full iteration, and the fade is visible.
It’s not an issue, just how the Waterfall works.
Elated
I understood Just a graphical improvement you may consider for a next version
Thanks for the suggestion, it’s been added to suggested features list for future consideration.
Elated
