Format My tickets page

Please, can you help me?

The images are these.

https://ibb.co/whYXfhy My website page

https://ibb.co/bXXRNjf Normal Support page

Hi @lauramark

Thanks for reaching us, and I apologize for the delay in response. While I investigate, let’s see if you might be running into conflicts with your theme or another plugin. The fastest way to find out for sure is to start by temporarily switching your theme to one of the basic WP themes (e.g.2015/16/17/19/20). Then, if the issue still keeps happening, try turning off other plugins one by one until the problem disappears. The last one that you turned off before the problem is fixed is the one conflicting.

Regards.

Hello!

I can see that the problem is with the theme Astra. It′s not compatible? O_O

Hi @lauramark

We do not have any known compatibility issues with the ASTRA theme. Can you please share any information to investigate this issue further, unfortunatley the screenshots you have shared are expired now.

I hope this helps! Let me know if you have any other questions or if there’s anything else I can help you with.

Regards

@jahmedas If possible share a access with you in private?

?@lauramark Please don’t offer to send or post logon credentials on these forums: https://www.ads-software.com/support/guidelines#the-bad-stuff

It is not OK to offer, enter, or send site credentials on these forums. Thanks for your cooperation.

?

@jahmedas I’m am 100% sure you mean well but please never ask for credentials on these forums.

• https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

It’s never necessary to do that. Here’s why.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

Hi,

In these scenarios, we add the theme to the compatibility list check so that our Development team checks, but we don’t have an estimation for this solution. If possible, we recommend temporarily switching to another theme. You can also check our incompatible plugins and themes here and also check the troubleshooting we have for themes:

• https://getawesomesupport.com/documentation/awesome-support/known-plugin-incompatibilities/

Best regards.