299 comments found.
Dear Support,
I hope this message finds you well. I am writing to address an issue I encountered with my recent purchase of the Incubator template.
After installing the template, I was disappointed to learn that I needed to acquire two additional paid plugins to unlock its full functionality : Revolution Slider and WPBakery Page Builder. Unfortunately, this requirement was not clearly communicated at the time of purchase. As a result, the total cost of this project has exceeded my initial expectations, more than doubling the price initially presented.
I believe it is essential for customers to have transparency and clarity regarding the full costs associated with a purchase. In this case, the lack of information at the point of sale has led to an unexpected financial burden.
Therefore, I kindly request a refund for the Incubator template purchase. I believe this is a fair solution given the circumstances.
Please let me know the necessary steps to initiate this refund process. I appreciate your prompt attention to this matter.
Thank you for your understanding and cooperation.
Sincerely,
Philippe Urban.
Hello,
Activating the WPBakery Page Builder and Revolution Slider plugins will only grant you access to auto-updates. New plugin updates will be provided when we issue new theme updates. As soon as a new version is available for download, we will update the theme after we fully test the plugins to ensure there are no bugs that will conflict with our own update.
Bundled plugins offer the same core features and functionality as the standalone version of the item on CodeCanyon. You don’t actually have your own license for any bundled plugin (Revolution Slider or WPBakery Page Builder), only the right to use the plugin in its default state.
For example, the default state of the bundled Revolution Slider plugin allows you to create your own sliders without being limited to how many sliders you can create, or what content your sliders can have. Additional plugin features such as auto-updates and templates can be unlocked with an official license key. These features are an added bonus reserved for actual plugin buyers.
Let me know if you have any questions.
Hello, my issue was that Bakery wasn’t installing. I ended up uninstalling all the templates on the website and reinstalling Incubator child. And miraculously, everything worked, without needing to repurchase the two plugins in question. Thank you for your answer.
Hi, the documentation mentions that in order to update the theme, the Easy Theme Upgrades plugin needs to be installed and active. However the plugin last update is from a year ago. Are you still using it, or do use another plugin ? If I reinstall it, does it install with the latest version? Thanks
Hello,
You can safely use the Easy Theme Upgrades plugin. It still works with the latest WordPress version.
Hi, when we updated the theme and then install, update or activate plugins from Incubator – Plugins, we receive the following WordPress error: “Sorry, you don’t have permission to access this page” Thanks
We can help out with the theme update. Please use the form on our profile page to get in touch.
I have already updated the theme. I had to install plugins manually. But the problem is when I want to install, update o activate plugins from Incubator – Plugins we receive the following WordPress error: “Sorry, you don’t have permission to access this page” Thanks
This is a redirect issue that we will fix with the next theme update. Try activating the plugins from the main Plugins page.
Slider Revolution 6.6.12 has a critical security vulnerability. Please release an update for fixed 6.6.13 ASAP. Thanks.
Hello,
Our team is working on a new theme update. It will be available soon. Thank you!
Getting the old error again when trying to update the plugins. It says “Sorry, you are not allowed to access this page.” after updating to the latest update 03/05/23.
Hello,
You can access the plugin update page by navigating to your site admin area > Incubator > Plugins. Let me know if this helps.
Managed to download manually by coping the link and pasting it in a we browser and then manually installed the ‘KeyDesign Addon’.
Hi Yes, I can access the Plugins under Incubator > Plugin, but only KeyDesign Addon I had to install manually.
Thanks for the feedback. We will look into it and try to get this fixed for the next theme update.
Hello, is this theme compatible with php 8.2?
Thanks 
Hello,
There are no reported errors with PHP 8. If you run into any issues, you can open a support ticket, and our team will gladly assist.
Looking to buy. If we first test on a staging website, can we move later on to the main domain name. In case of registration issues of the theme on new domain, would you be able to reset license on the staging subdomain and transfer the license to main domain once we are done developing
Buying. Hoping you can reset the license. We are using tadauk.com as test domain and the main domain is different one.
Hello,
You can use the theme on both the dev and live domains. Make sure to delete it from the dev website after you are done with the migration. If you have any technical questions, please register and open a support ticket. Our team will gladly help out.
All the best,
Key-Design Themes
Hello:
Something strange happens to us, when we select the page “home” in WordPress as the start page (homepage), it does not load the content of the web page, but the content exists, it is there.
When we try another theme, the content is displayed again.
What can happen?
Best regards.
Hello,
Thanks for writing in! Please use the contact form on our profile page to get in touch with us. We need to take a closer look at your installation.
Hello, problem, solved, thanks.
Good Day is this theme php8 compatible?
Hello,
Yes, the theme is fully PHP 8 compatible. You can safely switch to this version. If you run into any issues, feel free to write back.
Hi,
Other theme developers include a key to register premium plugins once we install the theme so it’s not necessary to wait for a new theme update to update the premium plugins.
Are you planning to do something like that in the near future?
Thank you.
Hello,
Thanks for the suggestion! I will forward your message to our dev team. We hope to implement this new functionality with a future theme update.
I’ve been battling with this theme for some time in relation to the speed. I’ve been told that it is theme and plugins that is the problem, then I’m told it is hosting.
I am now with a new host. I’ve installed this theme. All that is on this website is the theme, demo content and with its plugins.
I’ve run it through the GT Metrix site score D and on Google speed 89. and both have come back with low scores. So it cannot be the hosting. I see my support has expired and unless we can resolve sitespeed there is no need for me to renew support. In fact it means that your theme is a failure which is sad because it is a really nice theme visually. and it means I have to purchase another theme if I want to have a site that doesn’t take forever to load. So what now. Do I leave a message with themeforest to report your theme or do we resolve this and I shouldn’t in my view have to renew support as I’ve been trying to resolve this issue with both you and my host for a very long time now.
Hello,
Thanks for writing in! Please use the contact form on our profile page. We will gladly take a closer look at your installation.
This has got to be one of the worst-built theme I’ve ever seen and used! Who would ever force people to build a Home Page using different “sections” that are actually pages (parent-child relationship)?! It makes absolutely no sense and it’s the most frustrating thing I’ve ever done. WP Bakery is garbage and I can’t use Elementor with this setup. Creating a child theme doesn’t override anything the parent theme.
Hello,
If you want to overwrite the theme homepage we can help out over our support forum. You can overwrite any of the theme templates via the child theme. If you require assistance, our support team will gladly help out. Please register and open a support ticket.
If your item support has expired, you can also contact us using the form on our profile page so we can sort this out quickly.
We look forward to helping you.
All the best,
Key-Design Themes
Great theme and we are very happy with it. Any updates soon to support new WPBakery 6.9? Regards
Hello,
We are working on a new theme update. It will be available soon. Kindly bear with us.
Any update plans to support new versions of WPBakery Page Builder and Slider Revolution? Thanks
Hello,
Our developers are currently working on updating all our themes. A new update for Incubator will be available by the end of the next week. Kindly bare with us.
Bonjour, je viens d’acheter ce theme et je n’arrive pas à importer les pages internes !
Hello,
Thanks for writing in! The internal pages need to be imported separately. Head over to your site admin area > Incubator > Import Demos > the last item is “Internal Pages” > click the Import button.
If this doesn’t help, please register and open a support ticket.
All the best,
Key-Design Themes
Hola, he querido crear un ticket pero no he podido , me podrias indicar donde traduzco las opciones view cart y checkout del carrito ,
gracias
Hello,
Thanks for writing in! You can open a support ticket here: https://keydesign.ticksy.com/. You need to have an active license code and a valid support subscription to be able to open a new support ticket.
All the best,
Key-Design Themes
Hi there, I opened a ticket with you guys, but cannot find it in my profile, where can I see my open tickets?
Hi, is this the one: https://keydesign.ticksy.com//customer/1513795/ ?
Hi there,
When I open the link you send it shows nothing 
It was about some responsiveness of the theme, regarding the blocks Register to the event and the area for the email in the event location.
Thanks
Hello,
Please check again with your opened ticket. Let me know if you have any trouble accesing it.
Hello Support: I have purchased Incubator theme, I have upload and installed it but page builder not (Wp Bakery ) not working properly . Kindly tell me how it is fix it or how can i fix it ?? Or solve this error soon as soon , thanks
Hello,
Thanks for writing in! Please register and open a support ticket. Our team will gladly hlep out.
I have already open a ticket but don’t received answer .
Hello,
We provide support for all our customers on business days Monday – Friday: 10 AM – 6 PM (GMT +2). We usually take around 24 hours to reply to all comments, support tickets, and private messages.
Once again I have still not received any help.
You said you will “We will prioritize it. You should receive an answer asap. “
So why have I not been provided with any support or assistance since?
I have spent good money on this theme and a lot of time that I would like this one issue resolved because it does not make sense for me to start from scratch again after 2 months. Especially since for 1 month I have been asking your support team for assistance regarding this matter and even said in my message to them (which I can provide screenshots of) That if they are unable to help/resolve the issue.. that I would like a refund. So why did they waste my time for 1 month then?
I am so disappointed in this themes customer support. DO NOT BUY THIS THEME.
Hello,
Just to be clear, you’re having an issue with the slider responsive settings. Our support team already informed and guided you to resolve this issue. We are willing help out and have a look ourselves and try to fix this. Please check with your opened ticket.
Thank you!
I asked the same question twice.. first time I received a half fast reply that did not answer my question after 5 days.
I asked the same question again since the person didn’t bother to read my question properly and since my question was not answered..and it’s been another 4 days and no response yet.
I can provide you with screenshots if you like.
Hello,
I see that you have an opened ticket. We will prioritize it. You should receive an answer asap.
All the best,
Key-Design Themes
It’s been over 3 weeks I have been asking for assistance through the ticket and no-one is bothering to help me or even respond back anymore.
This is ridiculous. I would like a refund.
I’ve used many themes before and I have never received customer service like this before. Very disappointed in this theme and overall support.
Hello,
I see that you have only 1 opened ticket. If you have a specific issue related to a plugin or the theme, please open a new support ticket. Our team usually handles all support request within 24h.
I asked the same question twice.. first time I received a half fast reply that did not answer my question after 5 days.
I asked the same question again since the person didn’t bother to read my question properly and since my question was not answered..and it’s been another 4 days and no response yet.
I can provide you with screenshots if you like.
Hello,
I see that you have an opened ticket. We will prioritize it. You should receive an answer asap.
All the best,
Key-Design Themes
Ok. Because it’s been another 2 days since someone hasn’t bothered responding back so I really hope someone does get in touch with me ASAP.
Still no response…
?
