Support has no idea what they are doing. Giving the most stupid solutions and are unable to fix problems.
There are many css issues with the theme I had to solve myself
Be smart and look for another theme.
This is Adrian from GetBowtied. I just checked your support request and I see Hina is helping you. she just needs your input as well to move forward with her work. I think there has been a misunderstanding between you two. She was suggesting to clear the cache and retest, not to disable it. She was also asking for temporary admin access for the site in cause. I will take over your support request and will try to offer my help. I am positive we can solve or at least point you in the right direction with the issues you're experiencing.