• Customer

    Posted by: yame, Jun 15, 2020 at 08:44 (20 days ago)

    Hi @mrstgerard,

    I am on your site and I see that you still do not install the theme.
    So if you want to help. I will help you to re-install the theme correctly.
    Please provide me your ftp account and let me know the homepage you want

    Regards,
    Yame
  • Customer

    Posted by: mrstgerard, Jun 15, 2020 at 20:10 (20 days ago)

    Hi,

    Thanks for responding so quickly, we would highly appreciate you doing that for us. we would like homepage 18

    The FTP is only accessible for the next 24 hours

    Sincerely,
  • Manager

    Posted by: yame, Jun 16, 2020 at 01:44 (20 days ago)

    Thanks for providing me your accounts.

    However, it seems that I don't have full permission in your back end dashboard: https://prnt.sc/t0g0qm

    I need to upload the theme and plugins. So pls check again and provide me the full permission so that I can help you to re-install the theme properly
    Thank you!
  • Customer

    Posted by: mrstgerard, Jun 16, 2020 at 02:09 (20 days ago)

    Hi Yame,

    Sorry about that you should have full access now

    Thank You!
  • Customer

    Posted by: mrstgerard, Jun 16, 2020 at 02:12 (20 days ago)

    FTP Below
  • Manager

    Posted by: yame, Jun 16, 2020 at 09:40 (19 days ago)

    Maybe it was over 24h so I cannot access your ftp account :(
    Pls provide me again. Thanks!
  • Customer

    Posted by: mrstgerard, Jun 16, 2020 at 11:37 (19 days ago)

    New FTP Below 24 hr Access

    Thanks again for your help!
  • Manager

    Posted by: yame, Jun 17, 2020 at 04:02 (19 days ago)

    Do you have cPanel account? Your site has the cache so we need to handle something on cPanel.
    Pls provide me this account if you have. Thanks!
  • Customer

    Posted by: mrstgerard, Jun 17, 2020 at 12:42 (18 days ago)

    I have NameCheap as my hosting. instead of Cpanel, I believe we have EasyWP Admin
  • Customer

    Posted by: mrstgerard, Jun 17, 2020 at 13:41 (18 days ago)

    the site is now not working, what's the problem with it?
  • Customer

    Posted by: mrstgerard, Jun 17, 2020 at 19:54 (18 days ago)

    Hi,

    can we get a refund?
  • Manager

    Posted by: yame, Jun 18, 2020 at 03:36 (18 days ago)

    We are trying to re-install. Because your site is quite hard to extract the theme package.
    If we confirm that we cannot install the theme because the theme does not work, we will let you refund.
    But many other clients are still using the theme well. So pls provide me again your admin account and add again your FTP, the developer of my team will check and help you

    Thank you!
  • Customer

    Posted by: mrstgerard, Jun 19, 2020 at 11:02 (16 days ago)

    Thank You!

    Check Below
  • Manager

    Posted by: yame, Jun 20, 2020 at 03:38 (16 days ago)

    https://prnt.sc/t34bdm
    https://prnt.sc/t34f4e

    This is your site when I test or upload theme for you. It belongs to the hosting. So please send my screenshots for your hosting manager to check and fix it first.
    And, when it works, pls make your ftp works for more than 24h. I will send to my coder but if he cannot check timely, I will have to ask again the FTP :( Thank you!
  • Customer

    Posted by: mrstgerard, Jun 27, 2020 at 15:20 (8 days ago)

    Hi Kutethemes team,

    I spoke to my hosting and I was told the issue may be a test.php file that is still in the root folder. I will configure a fresh restart of my Wordpress site so you guys can try the theme installation again. Homepage 18

    SFTP & Database access info attached below

    Thank you!!
  • Manager

    Posted by: yame, Jun 29, 2020 at 01:12 (7 days ago)

    Hi,

    I cannot access your admin + ftp account:
    https://prnt.sc/t86cbo
    https://prnt.sc/t86cos

    Pls check again
  • Customer

    Posted by: mrstgerard, Jun 29, 2020 at 18:46 (6 days ago)

    Updated user info below
  • Manager

    Posted by: yame, Jul 1, 2020 at 08:33 (4 days ago)

    Again, this is your site when I upload the theme package: https://prnt.sc/t9niri
    This is your FTP account: https://prnt.sc/t9njde

    I cannot do anything. Are you sure that your hosting is better?

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