Support

Support times are 10am – 4pm Monday – Friday (GMT)

Important – Please read the 4 tips below before submitting a support ticket

95% of support tickets are caused by other plugins. Please de-activate these and re-test before contacting the support team.

Our WooBuilder Blocks and Storefront Blocks plugins require the new WordPress Block Editor (Gutenberg). Pease check that you DON’T have the Classic Editor Plugin active as it disables the WordPress Block Editor. Some WordPress Themes (e.g Avada and Divi) also have a setting to disable the Gutenberg Block Editor – please check these.

If you are contacting us about requesting a refund please read our terms and conditions first.

We also offer a website in 1 day service, so if you would like us to help you build your website click here to find out how it works

WooBuilder Blocks 4.0

• There is currently an issue with Background Colours for the add to cart button. We have fixed and will be rolling out an update on the 17th July. If you need a copy of 3.8 please contact jamie@pootlepress.com

Caxton Version 1.27.0

• No reported bugs

Storefront Pro – Version 5.14.0

• No reported bugs

Storefront Blocks – Version 3.2

• No reported bugs

Gutenberg Pro – Version 1

• No reported bugs

Pagebuilder Pro – Version 5.7

• No reported bugs
• Important information for WordPress.com hosted websites
  • WordPress.com disables the normal WordPress Admin toolbar. Pagebuilder requires this toolbar to work. Here is the fix :)
    • 1) Install and activate the free Code Snippets plugin.
      2) Go to Snippets in your WP Admin dashboard and click to add a new snippet.
      3) Add the following code and save. Click here to get the code.
• Important information for WP Engine users
  • We’ve had a few reports of issues with the way WP Engine have configured https that causes ‘live editor’ issues. It’s easy to fix :) This is from WP Engine  “Our mu-plugin causes any request made to the wp-admin to be forced through https, including admin-ajax calls. So I added a file that just disabled that feature of the plugin for the specific type of calls the Pootle plugin was making. You can ask the next agent to disable https on wp-admin and wp-login.php. This is just for the backend. You can still enable https:// for the frontend.”
• Important information for Avada Theme and Divi theme users
  • in some configurations of the Avada Theme and the Divi theme the drag and drop icon doesn’t show. Here’s a simple css fix for this issue. 

18tags theme – Version 3.0.1

• No reported bugs

18tags Pro – Version 2.2.3

• No reported bugs
• Please note 18tags Pro is a plugin , not a theme, so remember to install it into plugins :)

Tips for getting a quicker response:

1. One ticket for issues you are having with each plugin or theme.
2. If there are multiple issues within this, please number each point. This really helps us.
3. Be as detailed as possible and include screen grabs where you can.