Brandon C

Hi Rome,

Thanks for your recent purchase of Crio Pro WordPress theme!

In order to unlock your premium functionalities you must first download and activate the Crio Premium plugin. This extension can be found in the “Plugins” section of your BoldGrid Central account.

You can follow this guide for instructions on activating Crio Pro. I hope this helps!

Hi Eric,

Thanks for reaching out and thank you for your recent Total Upkeep Premium purchase!

We do apologize for the confusion, in order to unlock the functionalities of your premium plugin you must first download and install Total Upkeep Premium which is a stand alone plugin.

The plugin can be accessed and downloaded from the “Plugins” section of your BoldGrid Central account.

You can also access your Premium Connect Key from the “Connect Keys” section of your BoldGrid Central account.

I hope this helps Eric, please let us know if there’s anything else that we can answer for you!

Hi Wheeler,

Thanks for reaching out with your Total upkeep questions. This is a very unfortunate event, the encryption key is absolutely needed in order to reverse this setting.

When you create your key the plugin prompts you to save it and notes the importance of why you should. The only way to recover it would be to log in to the origin site and obtain the key from your web server backup if the file still exist.

I hope you’re able to salvage the backup. Please let us know if there’s anything else that we can answer for you.

Thanks Michael,

Are you using the Traffica theme as well? If not, can you let us know what theme are using so that we can test this issue?

We look forward to hearing from you.

Hi Samy,

Thanks for reaching out and thanks for you interest in purchasing a Total Upkeep Premium license.

Unfortunately at this time we only accept credit/debit cards as a method of payment. I do know that PayPal offers a debit card that can be connected to your account. I’d recommend looking into ordering a PayPal debit card if using this platform is a necessity.

I hope this helps!

Hi JB,

Thanks for reaching out with your BoldGrid Post and Page Builder questions! It’s generally recommended to only run one page/post editor at a time.

I can definitely see how this could cause some issues with your global elements. You could likely address this with custom CSS but we would have to take a look at effected elements with Post and Page Builder activated to give you more specific recommendations.

If you would like to temporarily reactivate the plugin and let us know we’d be happy to take a look!

Hi Mark,

Thanks for reaching out although I’m sorry to hear you’re having trouble accessing your Total Upkeep Premium features.

If you’ve already purchased your premium connect key you replace the standard connect key in your Total Upkeep dashboard. You also want to be sure you’ve downloaded the Total Upkeep Premium plugin from your BoldGrid Central “Plugins” dashboard.

One easy way to find your premium key is to log in to your BoldGrid Central account and click the Connect Keys section. Just make sure you’re logging in using the email address associated with your premium connect key.

I hope this helps Mark!

Hi Chris,

That’s correct! It actually sounds like you have a pretty good understanding of what you need to do! If you get stuck you can refer to this guide and of course we’re always here to offer our assistance.

Hi Casey,

Thanks for reaching out with and thank you for using Crio Pro WordPress theme!

Our team had a discussion about an issue that was very similar and we were able to figure out what caused it. The issue was due to custom header templates that were being used in the menu that were unregistered.

We tested this by opening the Crio > Custom Header Menus dashboard and temporarily moving all custom header to the trash. Once you’ve done this go back to your customizer see if it loads. If it does load you know you have an unregistered custom menu somewhere.

Try republishing each menu one by one while checking the customizer after each publish. Once you find the problematic menu you can remove it from the “Menus” dashboard or your WordPress site.

I hope this helps Casey, we look forward to assisting you further with this!

Sure Will,

Can you provide us with the email address you used to to purchase your premium subscription?

One easy way to find your key is to log in to your BoldGrid Central account and click the Connect Keys section. Just make sure you’re logging in using the email address associated with the premium connect key.

Hi Steve,

I inspected your page and I don’t see the two small white sidebars you mentioned. The only thing out of the ordinary that I notice is towards the bottom of your page it looks like you have a couple extra sections you might want to remove.

You can use a free software like ImgBB to send us a screenshot of your page so that we can pinpoint this issue and address it for you.

We look forward to assisting you further with this Steve!

Hi Prince,

Thanks for reaching out with your BoldGrid Post and Page Builder questions.

We can help you remove your background, I inspected the URL you linked in this thread and I don’t see the image of the house. If you could link us to the URL where this is present we can inspect it and let you know how to go about changing the image.

This guide on working with backgrounds in Post and Page builder should be helpful as well.

We look forward to assisting you further with this.

Hi Neil,

Thanks for reaching out with your BoldGrid Cloud WordPress questions. I’m sorry to hear you’re dealin with this dns issue. Can you try accessing the site directly using the https:// protocol?

We’d like to give this a further look if you don’t mind linking your CloudWP Url so that we can inspect the site using our browser tools and give you our best suggestions on how to go about resolving this issue.

Thanks

Hi Chris,

Thanks for reaching out with your Total Upkeep, BoldGrid backups and migrations questions! I’m sorry to hear your having some trouble but hopefully we can help.

Just to confirm you have already created a Total Upkeep backup at the destination site and you wish to import this backup into a new instance of WordPress at a new web host?

If that’s the case, what we’ll want to do first is:

1.) Make sure the backup we are working with was created successfully on the original server where the backup was made, go to Total Upkeep > Tools > Logs. Find the log for the backup in question and make sure it ends with [2020-**-** **:**:** UTC] Backup complete!

2.)The 2nd thing we want to check is that the entire backup was uploaded to the new server. If the backup is 200MB on the original server, make sure it is exactly 200MB on the new server.

You may need to take it a step further than hard coding the settings in your wp-config file and actually change the setting at the server level. For that it’s possible you’ll need to contact your web hosting provider.

Hope this helps Chris. We look forward to hearing back from you!

Thanks Steve,

So what’s happening here is when you select the responsive views it will change the screen size but the elements in the editor itself are still global.

The next step is to select the element you would like to hide on a particular screen size. Hover over a section, column or row to bring up its properties. Click the “three bar” icon, then Advanced Controls > Responsive Utilities.

Check the boxes for all device sizes you wish the item to be hidden on. In this example, the element would show on all screen sizes except smaller ones “phones”.

Then click publish or Update to save your changes.

Thanks Earl,

We’ll continue to address this over in premium support that way you allow us access to log in and inspect the site directly if need be.

Hi Barbie,

Thank you for reaching out and thanks for using Crio Pro WordPress theme!

I’m sorry to hear you’re having trouble accessing your WordPress site. Your website is registered under InMotion Hosting’s name servers so they should be able to assist with helping you log back in to your site.

We have an article that you should help you with this as well, it’s an internal guide on 5 Ways To Reset Your WordPress Password.

I really hope this helps!

Hi Ed,

Thanks for reaching out with your BoldGrid Post and Page Builder for WordPress questions!

I’m sorry you’re having trouble switching from the text editor to the visual editor in Post and Page Builder. The first thing I’d recommend is making sure that your WordPress Core and Post and Page Builder plugins are all up to date.

In order to better assist you’d we need some additional information:

– Can you pinpoint exactly when you noticed this error and how long it’s been occurring?

– Could you also try clearing any cache associated with your website including browser cache and any server side cache.

– Have you tried pulling up your Post and Page Builder in a separate web browser application or incognito page?

– Could you have possibly changed your preferred editor to a different page editor?

– If you could send us a screenshot of your editor page we can inspect it and see if we can determine the issue, it would also be a great help if you could inspect the browser console for any error messages that might be present.

Thanks Ed, we hope to hear from you soon!

Hi Nat,

Thanks for reaching out and thank you for using the BoldGrid Callaway Theme with BoldGrid Post and Page Builder for WordPress!

Can you inform us of the updates or changes you would like to add to your Editorial Board? We would be happy to give our best suggestions on how to go about accomplishing this.

We look forward to assisting you further with this!

Hi Sarah,

Thank you for reaching out to BoldGrid, home of Crio Pro WordPress theme!

I’m sorry to hear you’re having trouble accessing your WordPress site. I want to let you know that BoldGrid is only a stand alone software that extends the functionality of a WordPress site so we would have no actual control over your ability to log in to your website. Your website is registered under GoDaddy’s name servers so they should be able to assist with getting your site offline.

I have an article that you might help you with this, it’s an internal guide on 5 Ways To Reset Your WordPress Password.

I really hope this helps!

• This reply was modified 2 years, 2 months ago by Brandon C.