Joseph W

Thank you for the kind feedback Kevin, we always appreciate hearing when our users enjoy building websites with our products!

You are absolutely correct in your assessment of our website building products! Inspirations is primarily used to get a jump start on the website creation process and loads in a number of predefined templates to help you get a website built quickly.

Crio and its Pro extension offers a wide variety of customization options that let you make a website tailored to your specific needs and design goals.

The Post and Page Builder Premium gives you access to additional content blocks that simplifies the process of generating website content using our Block Library.

Please let us know if you have any other questions for us!

Hi Hu!

Our Premium Support received your request for a refund and have sent a follow up message to cruzinon5@optonline.net to verify account ownership. Please provide the verification information in a response to the message from our Premium Support team to ensure that sensitive account data is not shared publicly.

If you have a moment, we would appreciate any feedback you can provide on your experience using our products as well as any areas where they did not meet your expectations.

Hi Johnathan,

Sorry to hear about the problems working with the mobile menu button in Astra. Unfortunately the Astra theme is not managed or maintained by BoldGrid and our ability to troubleshoot issues with it is limited, but we will do everything we can to help!

I was able to find a guide in the Astra documentation that provides some additional insight on working with mobile headers in the theme that might help you get things working as expected.

If that guide does not have the information you need then you could also try reaching out to the Astra support team directly on the WordPress.org forums to get additional assistance with this issue.

I hope this information helps you get your mobile menu toggle functioning properly and please let us know if there is anything else that we can do to assist you!

Hi Shawna, we are happy to take a look at the new button! What kinds of problems are you having with it?

The styling looks like it aligns with the default settings in the Monument theme, but I did notice that link information contains a <script> element instead of using a URL as expected. What kind of behavior are you trying to get out of that button?

We look forward to hearing back from you Shawna!

• This reply was modified 3 years, 10 months ago by Jesse Owens. Reason: Fixing html markup

I am sorry to hear that you are fighting a DDoS attack and I hope you are able to get things fixed quickly! Hopefully W3TC starts working as expected once that is handled, but please let us know if there is anything that we can do to help!

Happy New Year Tulsi!

If you need to start from scratch with W3 Total Cache you can follow these steps to completely remove an remnant W3TC data and begin a fresh installation:

1. Purge Cache
2. Deactivate and Delete Plugin in the dashboard
3. Check .htaccess file and remove W3TC configurations (make a backup of the file before deleting)
   W3TC will create many directives in .htaccess file to control the caching behavior. Each section will start and end with comments like “#BEGIN W3TC Page Cache core” and “#END W3TC Page Cache core”. Ensure that no residual entries are left over in your .htaccess file after deleting the plugin.
4. Delete the following files and folders from your /wp-content directory: cache folder, w3tc-config folder, object-cache.php (if it exists), advanced-cache.php (if it exists), upgrade folder, w3-total-cache folder (if it exists)
5. Delete cached files from your CDN if you are using one. Besides deleting all the relevant files, if you use CDN then ensure to purge the cached content from your CDN. This is necessary when you enabled minify option in W3TC settings. You should delete the minified and combined scripts and CSS files from your CDN server to avoid the site breaking on the browser.
6. Go to your WordPress dashboard and reinstall W3 Total Cache

You can turn on Manual Minify mode by navigating in your WordPress dashboard to Performance > General and then going to the Minify section. You should see a toggle there that allows you to switch your Minify mode between Auto and Manual.

Once Manual mode is activated you can go to Performance > Minify to start manually adding the files that need to be minified. The JS and CSS sections will each have a File Management tool that allows you to select which files are added to the Minify list. You can also change the Embed Type in the JS section from Default (blocking) to any of the other non-blocking modes if needed.

Please let us know if you have any other questions for us Tulsi!

Thank you for contacting us Luis!

Our Premium Support team just sent a private message to you containing the license key information we have on record for your email address.

Hopefully that helps you get everything working as expected with W3 Total Cache Pro and please let us know if there is anything else that we can do to help!

Hi Tulsi! I personally have not used Smush before and prefer EWWW whenever I need to work on image optimizations. However, if you already attempted to optimize your images with Smush, the problem could be coming from some other area of the configuration and running EWWW might not be the fix you are looking for. Have you already tried image optimizations on your website?

Hi Melinda!

If the previous website owner is no longer reachable to get that information then I recommend reaching out to your hosting provider’s technical support team to see if they can help you restore access to your website. Their team will have direct access to your website’s database and file system to make any necessary changes during the access recovery process. I checked the domain included in your original message and it looks like that website is hosted with SiteGround, so hopefully they can help you get this sorted out.

Please let us know if you have any other questions for us!

Hi Melinda!

You can update or delete pages on your website by first logging into your website’s WordPress dashboard. Once you are logged in, find the Pages link in the menu on the left side of that dashboard and select the All Pages option to display all of the page currently on your website. Select the title of the page you want to update or delete to open the Visual Editor and start editing. All you need to do to make sure your edits are saved is to click the blue Update button when you are finished and your updates will be published to your website.

Please let us know if you have any other questions for us!

Hi Felicia!

If you cannot use the Download Link option to transfer your backup from the previous server to the new one then the best way to migrate that backup is to directly upload your backup file to the new location.

The first step is to download the backup from Total Upkeep to your local machine. After downloading the backup, open up the WordPress dashboard for your new website and navigate to Total Upkeep > Backup Archives. Once you have the Backup Archives opened click the Upload Backup button. You should then see two options to upload your backup, the Download Link option at the top and the File from Local Computer on the bottom. Use the Local file option and select the backup archive file you downloaded previously to upload it to your website. You should now see the Backup listed in your archives on the new website, ready to be restored! Please let us know if you have any additional questions for us, we are always happy to help!

Sorry to hear about the problems with your translated content after installing W3 Total Cache and our team will do everything we can to help!

One thing that might help you restore everything to the previous configuration is to completely uninstall W3TC from your website. Follow these steps to completely remove W3TC:

1. Purge Cache
2. Deactivate and Delete Plugin in the dashboard
3. Check .htaccess file and remove W3TC configurations (make a backup of the file before deleting)
   W3TC will create many directives in .htaccess file to control the caching behavior. Each section will start and end with comments like “#BEGIN W3TC Page Cache core” and “#END W3TC Page Cache core”. Ensure that no residual entries are left over in your .htaccess file after deleting the plugin.
4. Delete the following files and folders from your /wp-content directory: cache folder, wtc-config folder, object-cache.php (if it exists), advanced-cache.php (if it exists), upgrade folder, w3-total-cache folder (if it exists)
5. Delete cached files from your CDN if you are using one. Besides deleting all the relevant files, if you use CDN then ensure to purge the cached content from your CDN. This is necessary when you enabled minify option in W3TC settings. You should delete the minified and combined scripts and CSS files from your CDN server to avoid the site breaking on the browser.

Hopefully once any remaining cache files are removed your images will start displaying as expected again, but please let us know if you continue to run into any further issues and we will troubleshoot this as best we can!

Sorry to hear that there are some problems making changes on your website and our team will do everything we can to help!

What sorts of changes are you trying to make to the templates that don’t appear to be working as expected? Are you having trouble getting your fonts or colors to change properly? Any additional information you can provide on this situation is greatly appreciated and will help our team find a solution.

We look forward to hearing back from you!

Hi Pamela!

The Premium Connect key associated with your account can be used any number of sites, although we only recommend configuring the same key on installations within the same business. For example, you may use it on a Development, Staging, and Production site.

Your Connect key can be used to purchase Coins and image licenses with the BoldGrid Connect Search, and we do not recommend using your key on sites that you are delivering to a client or another business to help prevent unintended purchases associated with your account.

Since you have a Premium Connect key you can create new Free Connect keys through your BoldGrid Central dashboard, but if you want to use premium features on your client sites then we recommend purchasing additional keys for each one of them.

I hope that this helps answer your questions and please let us know if there is anything else that we can do to help!

Hi Sijay,

The Wedge theme has some default styles rules that use the first-letter pseudo element to modify the styles of the first letter of page and post titles in the theme. You should be able to modify the size and color settings in the following CSS rule to get them displaying like the rest of your titles:

.palette-primary h1.entry-title::first-letter {
    color: #1a1a1a;
    font-size: 52px;
}

Hopefully that code helps you get the design you need on your website and please let us know how it goes!

Hi Jeffrey!

It looks like the Full Width custom page template provided by the Post and Page Builder has some conflicting style rules with the Overlay theme installed on your website that are preventing that template from displaying as expected.

I installed that theme in one of my testing environments and I was able to fix these display issues with just a couple line of Custom CSS. I added my custom code to the Additional CSS area in the Customizer provided by the Overlay theme. Here is the code I used to get it working:

.site-container {
	max-width: 100%;
}
.bg-custom-template {
	width: 100%;
}

This is an example page I created with those custom rules to give you an idea of how it looks after making those modifications.

Hopefully these rules help you get the design you need on your website and please let us know if there is anything else that we can do to help!

Hi Ronald!

I saw your post in the AMP Support Forums and it sounds like their team thinks the problem with the disappearing images is related to the Lazy Loading settings on your website, have you had any luck with that? Lazy Loading for images is usually controlled with caching plugins and hopefully Redis Object Cache has a setting that allows you to disable that feature in the plugin.

Unfortunately the level of support we can provide for the AMP plugin is limited since it is not one developed by our team, but hopefully AMP Support will be able to help you get images working properly on your website. Please let us know if there is anything that we can do to help!

I am happy to hear you were able to get your header image styled properly Cheryl! If you ever have any other questions for us in the future please do not hesitate to ask!

Hi Felicia,

What is the error message you are getting when trying to customize your menus? One thing you can try is running any available updates for the theme and plugins used on your Cloud installation. It is possible that the error was fixed in a more recent version and installing the updates might allow you to start working with your menus as expected.

Hi Catherine,

Sorry to hear about the problems updating your password, we will do everything we can to help you restore access to your website!

If the password reset form is not working as expected then there are some alternative methods you can use change that information. We have a guide in our support center that demonstrates 5 different ways you can update the password associated with your WordPress administrator account, and hopefully one of the alternative methods will help you get back into your dashboard.

Once you are logged into your website I recommend running any available theme updates to see if that helps fix the issue with the password reset form on your website. There was a bug present in some older versions of our themes that was preventing the input field on the password reset form from loading properly, and if you have any theme updates available then this is likely the source of the issue you are seeing.

Hopefully this allows you to get your password updated as expected and please let us know if you have any other questions for us!