137 comments found.
Hello! The registration Purchase code is not working on my site. Template – Spool – Movie Studios and Filmmakers WordPress Theme.
It says that it has been registered to another domain (dmixar.com.swtest.ru) but it is a test domain and I have never registered the code to this domain, the site (DMIXAR.COM) was working ok from the day of initialization of code, until today.
Hello! We’ve deregistered it, please try again.
Thank you, it worked!
You are welcome!
I’m a commercial filmmaker/photographer and are using ready made website builders like SS & Pixpa but wanting to comeback to wordpress cause the templates are just so better… I love this one but I’m nervous because of the comments of things not working. Can I be assured if I switch back to WP using this template I will get the support if there are bugs?
Hello! Sure, we support our theme and will help you of you’ll have any issues
hello, videos on header (filmaker style feature) won’t show on ios on mobile devices. can you please help with it?
Hello! Please update the theme and all required plugins
can you guys please check this for internet explorer compatibility. i ended up fixing the issues before myself because there wasn’t much help, but even with the latest IE (version: 11.115) none of my links are working and it works fine on the other browsers. even if you put in the demo site as a test (‘https://promo-theme.com/spool/') it is a black page on latest internet explorer (version: 11.115)?
Hello! Please update the PT Spool Shortcodes plugin
are there any reasons why there are black bars on the sides on the IE version? for example this page: https://promo-theme.com/spool/gallery/full-screen-gallery/
on my own site using this theme there are black bars on the side on the IE version but not in chrome, mozilla & firefox. because before the update it was full screen without these bars
It the Video ratio, if you click on the 2nd video – there is no bars.
If you click it in chrome it doesn’t but if you do in internet explorer the second video still has bars? and the fourth and fifth
We’ll test it and come back to you!
Hello, I really like you design. I have read now a few comments. It seems like, that the page Is not really woking great. Can you guarantee, that it does? Best regards, Steven
Hello!
You can check our demo. If you’ll have any problems – our support team will help you 
Hi, tried you layout. If I go to the contact page, the menu doesn’t work anymore. I cannot change to another page? I need to reload it, then it works?
It works fine, we’ve checked it twice
ok, strange. Thank you.
Hi,
I am seeing some warning codes error text on my website – https://rollingtuskerfilms.com/ Please suggest how to fix it.
Hello! Please create a support ticket
The PT Spool Shortcodes plugin is not working—the pagebuilder pages no longer render the PT shortcodes. I have the latest theme files, plugin files, and have tried php 7, 7.1, on up…please provide a fix for this ASAP!
Hello! Did you activate your theme license?
Yes, when installing the latest theme files it gave this message “The purchase code already has been registered on this domain: 146.66.71.204” // even after trying to deregister and register again // what do we do now?
We’ve deregistered it, try to activate
Worked, thank you very much!! Will update review
You are welcome 
HI Since this update was made (Version 1.1.0 - Added the new Video player with possibility start/stop video, start/stop sound - Fixed the video playing bug on iOS) I no longer have audio on my video carousel on the home page. Can you please let me know how this can be fixed? Thank you
Hello! Did you update the theme and spool shortcodes plugin too?
I received notification on the update and downloaded and updated the theme. What else needs to be done? I have no idea what you mean by ‘shortcodes’
Please go to plugins and find Spool shortcodes plugin – you’ll see “Update required” and update it
All plugins are up to date. Including Spool shortcodes.
Please send your URL and WP access to support@promo-theme.com #3468 Comments
Information sent
I have had some communication with your support team but i am unsure if they are grasping the issue. It is nothing to do with ‘YouTube’ APIs but certainly something to do with the PT shortcodes, could you please review this issue at your earliest opportunity, as without the functionality of playing the videos on the home page carousel, it serious degrades my site appeal to clients. Not sure what was changed within the update but still not working. Thank you in advance.
Hello! Please install the last theme version and Spool shortcodes plugin. After that, don’t forget to clear your cache browser.
Can you please send the Spool shortcodes plugin, as I will try that before having to reinstall a new theme version and having to build my site from scratch again. Months worth of work!
Hello! You don’t need to build from scratch. You just need to update the theme and the plugin. Theme you can update via reinstalling or envato plugin. Plugin – via Plugins – spool shortcodes plugin – update required. You don’t need to install the demo content or something else. All your data will be safe.
HI, thanks for the info, however, I am already running Theme version 1.1.5, which is later than the video player update that was made. Also My Plugins are stating, i have the latest version already installed. Shall I nevertheless re-install the theme? Additionally there is a message if I import the new Theme file “WARNING! This will overwrite all existing option values, please proceed with caution!” Shall I continue?
Please send the screenshot of this
Screenshots sent via email. Thanks
Hey, I submitted a ticket. (#1917)
Supported started to help me but haven’t heard back in quite a few days. Are they working on the issue?
Its regarding my home page slider video not showing on mobile or on safari on desktop.
Hello! They’ve answered you, please check.
Thanks, they did reply but now its been about a week again since they replied back, that one ticket is taking a while and they just keep telling me to clear my cache which I of course know how to do and is the first thing I try…..have the issue with banner videos not play and need that fixed to finish up the site!
Hello! Please update the Spool shortcodes plugin, clean your cache and try again. If you’ll have the same result, please contact us again.
All my plugins are updated and ive cleared both site and Brower cache, still the same and no ticket reply.
We’ve updated it yesterday, please check it in the plugins
yes I just updated the plugin before I replied, then I cleared my caches…
but the home video banner is still cut off on safari and mobile safari and service page banner top video is still not playingPlease send your URL and WP access if you haven’t sent it before. We’ll get it on control, check and solve tomorrow
Yeap I sent it in the ticket! Thanks let me know once you solve it
Hello! Please stay in touch we are testing it now.
Hello! We’ve updated it, on your site too. Please clean your cache and check.
I transfering my template to a different website. Can someone unlock the purchase code still attached to kreit.com.au
Hello!
Sure, We’ve deactivated it
Thank you but when I install the demo does not look good – https://kfstudio.kangaroofern.com/
Everything is fine
Hi, should I bulk generate the thumbnail right after I install the demo content? Or should I do that after I put in my own images? Because it would be generate thumbnails off your demo images which I would be changing anyways?
Hello!
You can do it after changing on yours
Quick Pre-Sale Question:
I will be using this theme for my clients website. I will be loading the demo for https://promo-theme.com/spool/
however I like how the wedding films demo (https://promo-theme.com/spool/wedding-films/) shows the latest projects on the home page vs how its shown in the first demo above.
Can I load the first demo (https://promo-theme.com/spool/) but make the fastest project on the home page, the third section, look like the wedding vastest projects part?
Hello!
Sure, you can
Great, Thanks!
You are welcome
The purchase code is wrong. I have already bought hundreds of products in themeforest.I think I can copy and paste the Item Purchase Code correctly.So what do I do?
Hello! Please create a support ticket https://support.promo-theme.com
I have already sent a support ticket on your website 12 hours ago, but no one has replied.
Support team answer in 1-business day. Thank you for your patience
Hello, there is a question before buying. How is the video slider implemented on the FILMMAKER page? If this is a plugin, which one? What video file formats are used in this slider? Can you show screenshots of the admin panel with which the video slider is edited?
Hello! This is our banner shortcode. You can use YouTube, Vimeo or self-hosted videos .mp4 format. Sure: https://s.mail.ru/Gy5m/WHkdTth15
Hello. How do I edit the full screen portofolio in wpbakery? I am not able to change the videos to my videos. I have been madly googling it. Please help.
Hello! Please create a ticket here: https://support.promo-theme.com
Theme looking great however I found several bugs and while support was helpful at the beginning, at some point they stopped answering si I’m a little dissapointed by that.
hello! The last letter was sent you on 26rd January. After that we haven’t got any response from you. Please create a ticket here: https://support.promo-theme.com
Yes, that was really helpful and thanks for that but I did send another question. Specifically, it was about the team section, which on mobile, doesn’t look correct. Each profile picture is being overlapped by the next one, I never got a response for that.
Please fill the new ticket and we’ll check it for you
Hello. I have a problem with the portfolio gallery. Everything is well editing in the wordpress portfolio panel. the right palette preview loads and all navigation buttons work. but when I want to open a gallery with my website, nothing changes. everything is still in raw condition as if the motif has finished. there is a similar problem with the gallery. In the blog posts panel everything is editing well and the view of the site is ok but after opening the galley from the page menu nothing changes even after updating the page. please help. maybe some plug is missing me and if so which one.
Hello! Please create a new ticket https://support.promo-theme.com/
Please describe exactly where to create this new ticket https://support.promo-theme.com/
The theme doesn’t worik. I’m getting html or style code instead of any page. I tried with the latest php, all modules, extensions installed. The .htacess is fine. Not firewall, other themes works fine. I already sent you an email and not respond yet. Please help.
Hello! Reactivate the theme license, it’s written in our docs
When I try to install the content I just get an error and then my Wordpress freezes and I have to start all over. Please help!!
Hello! Please contact our support team via support tab
sorry dumb question. where is the support tab?
hi, when i view the spool theme on the drone shooting home page if you try to press the play button it does not open up a clip. i have already bought the theme and on the same page (drone shooting), when link a youtube clip on the banner item: ‘video url’, it still does the same and when i press the play button does not upon up the link
Hello! Thank you so much, YouTube has changed some API, We’ve fixed it
what do you mean you’ve fixed it – do you mean you’ve updated the spool shortcodes? if you go on this page (https://promo-theme.com/spool/drone-shooting/) it still doesn’t open up anything when you press the play button on the hero section. and when i do it in the theme it doesn’t work either
since it is still not working i’ve used the portfolio page 1 (https://promo-theme.com/spool/project/being-in-your-control/) page instead. but when i try use a vimeo video the play button dissapears. i really don’t know what’s going on with this theme and understand you will probably ask for me to message through email but i feel like nothing will get done as i had a similar issue 4 months ago (see previous comments) where nothing really was being resolved until i messaged here
Please contact our support team, they’ll help you, don’t worry
