Hello! I’ve just answered to this ticket on our helpdesk

Where is your helpdesk? can you send me the link please

Kindly please help, I created the new one exactly the same way as you described in your tutorial, but it did not work https://www.theinsurancechatter.com/insurance-chatter/

Can you please look by yourself if i provide you the WordPress login details?

I want Full refund, My client is canceling her project, this theme is not working the way demo shows to us before buying

Hello and good morning. I found your ticket,thanks. It’s 8AM here so we just opened the office, it was technically impossible to answer before

also, I had a look at the linked page, and the video page is NOT created following the documentation, in fact the video is completely missing.

Please, send us the credentials to the email: team@themes2go.xyz

we will login and check your video post to understand what is wrong, and explain the correct procedure.

About your customer, I’m very sorry, but we are not responsible for their change of mind, and since the theme has been downloaded and installed, we can’t provide a refund for a misuse of a functionality, while we will be happy to help by explaining how to use it correctly.

Looking forward to your email, wish you a good day, Igor

Dear Igor, I can forward you the Cpanel login details, Kindly please provide the email address of the user who will be accessing the Cpanel, I will ask my client to set an invite on that email to access the Cpanel. Thank you!

Thank you for all your great support to resolve my issue. I really appreciate it. Thank you!

Dear Igor, I am waiting for your reply on Email, Please reply me asap so i can get you the Cpanel access for server configuration. Thank you!

Kindly please send me your response, I am waiting, Thank you!

Will you please give me response?

Thanks for your feedback, sorry the mail went to spam. We will check your email and get back to you as soon as possible.

We don’t work on weekends, so please kindly wait for Monday when our office is open, we will check your server configuration and attempt to activate the missing PHP modules for WordPress.

I’d recommend whitelisting our email address so that our response will get in correctly.

best regards

Can you please send me the tutorial, how i can activate the missing PHP modules for WordPress. I can do it myself i just need your instruction.

Hi! Answered via email, to make sure you’re seeing the reply, please let me know. About the tutorial, there are many different ways, depending on how PHP is installed on the server, there isn’t a single way, some have a GUI some other require to edit a file of code, the php.ini, so there isn’t a single way of doing it. W e need to check how it is set in the server and use the proper method.

Also, I’m 100% sure that some required modules are disabled since some function is missing, but still don’t know which one.

Depending on the PHP version, it may use a module or another to parse the HTML content.

The only way is to make some tests, and retry the page each time, to see if it’s the correct solution. So without the proper knowledge and experience, it’s a complex task to be explained.

The best solution would be to simply get a better hosting that is fully WordPress compliant instead of a generic solution that may require additional modding for WordPress.

I’ll be looking forward to get some information via email to help with this, best regards

Dear Igor, In this case it is a time taking process & my client needs the website up by Tuesday I will suggest you kindly please refund my amount so i can buy a new theme which can work with any hosting environment.

I really can’t afford any delay further with this project.

Thank you!

Hello, I’m very sorry but there is really no chance that a wrong hosting environment that doesn’t support WordPress, or your lack of knowledge into fixing the customer’s lacking service are reasons for a refund on a theme that is working perfectly. Is like you buy a car and request a refund because you find out you don’t know how to drive, I’m sorry but it’s extremely far from any reason from a refund.

1) The software was downloaded and installed.

2) We tested your server and found some required PHP libraries for wordpress are missing.

3) We offered free help out of any support boundary to fix this, and explained you even have alternative ways to use the theme to bypass the problem.

4) You ask a refund for a problem that is not from our software and we even offered to fix for free because the customer doesn’t have time?

5) Also without considering that the same server misconfiguration will cause troubles independently from the used theme, because the server is not wordpress compliant.

I’m very sorry but this really doesn’t meet any requirement for a refund, still we are available to help for a fix.

best regards

I have run 100 websites on a Linux server which is very friendly to WordPress, How can you say my server is not supporting WordPress, Why did you not mention in your theme that your theme will work only with the server & environment you are talking about? I upload MP4 not working & only YouTube video is supporting & that one also not working as the demo you are showing.

Kindly please give me a 100% solution to my problem, My client is giving you access. You can try but you have 24 hours to make this fix else you will have to refund the theme amount. Thank you!

The logic suggests none of the 100s of websites you created required a PHP library that was not installed, nothing else… This is the first site ever that has this problem and it was already outlined that the PHP is missing required libraries for WordPress.

We provided help to fix the server settings,no credential was given yet, I would love to provide help but if no access is provided, there is no easy way for me to help…

Also, an alternative way to use the theme to bypass the problem was already provided.

The server has NO php library to parse the HTML and the XML.

So, it can’t find the URL of a video in the text.

If you use the shortcode it can still work normally.

You can’t give us the access to enable the libraries, and don’t want to use the shortcode.

Still blame the theme and the service, I’m sorry but it looks like there is no room to provide help here…

The server has everything you are talking about, but for your check, I am providing you access to cPanel, But you will have to wait as today is Sunday & I am waiting for my client response. as you said yesterday you will work on server configuration on Monday & i sent your message to my client, as soon as i get access for you for Cpanel, I will let you know.

Kindly check your email, My Client has granted you Cpanel access to this email team@themes2go.xyz

cPanel login details also sent to your email separately. team@themes2go.xyz

Hello and thanks for the login details. A detailed answer was sent via email. The issue was caused by 2 overlapping problems:

1) A couple of missing PHP modules in the server which I simply activated

2) Rocket Loader from Cloudflare was messing up some scripts

A custom function to override this second problem has been implemented via child theme.

Detailed information, screenshots, videos and tips have been added to the email.

Best regards Igor

Thank you soo much for all the great help & support. I really appreciate you resolved all issues coming from my server & php libraries. again Thank you so much Igor!! I am grateful to you & your team.

Thanks for your kind feedback, very appreciated, wish you the best for your work!

Hello codee2 and thanks for reaching us. Andrea here from Themes2go customer support.

I’ve just send you a new password to your email. If this doesn’t work, please send us a message to team@themes2go.xyz and we’ll take care of your website.

Best, Andrea

Just sent an email

Hello!

I’ve just replied to your message. My first message was reject to your email address has been rejected by the server due to email address black listed.

Just let me know if this new message works.

Have a nice day!