Menu icon on mobile does not work

Hi @magicpowers,

Can you share the ticket details with us? This will help us better understand your concern and also check the ticket details. Furthermore the screenshot URL you have shared also appears to be not working. Can you please reshare that as well?

Kind regards,
Aradhy ??

hi @bsfaradhy

Thanks for your reply. I’m disappointed that your support after sending me the original email have not replied to my subsequent emails seeking clearer instructions for a week now. Ticket ID is 609805.

Unfortunately, the videocast they produced for me is narrated with a heavy Indian accent which makes some parts of the instructions how to fix this issue indiscernible and unclear to me. I simply can’t understand what they are saying. On top of that, they are making some changes in the page source code which does adjust the menu to normal, rather than in Customiser which is where I need to make those changes. You should be able to access that videocast under my ticket.

Therefore, I asked for the written pathway in Customiser where and how to make those changes, and ideally, for a videocast showing the changes made there, so that I can follow. That was a week ago, still no reply.

Here is a link to my screenshot showing the error on the phone, live. (I’ve changed it to a short link, may be that’s why the long one stopped working, sorry).

https://paste.pics/SW6M8

It does appear that the issue is the menu font size and the lines – height and spacing – as everything is squashed. But I can’t see in Customser the place where I could adjust those settings for the phone view.

I would much appreciate if you could please reply to my ticket with written instructions or a videocast showing what and how needs to be changed in Customiser – or wherever they need to be changed in a way that I can do it myself. I’m not sure, either, how your support staff was able to make any changes in the page source code, as it can only be viewed but not edited by anyone.

Please note that I have also attached to my email a copy of my Customiser settings upon their request, so you’ve got all the information you need.

I would appreciate your prompt reply to my ticket with the fix and clear instructions I can follow, as my website has been unusable on the phone for almost 3 weeks now. If I can’t fix this ASAP I will have to change the theme.

thanks

@bsfaradhy

Do you delay your support on purpose wanting me to pay for it?

Your direct support staff Prajna hasn’t replied to my email asking the CLEAR instructions shown in Customiser for almost 2 weeks now, when I said that I couldn’t understand her heavy Indian accent, plus I can’t make changes in the page source code – so effectively her initial email is useless.

Seriously?

Not being able to open MENU on the phone is a SERIOUS BUG losing my visitors – but you don’t seem to understand this.

I can’t wait any longer for the fix. I have sent several emails to your direct support team – dead silence. They are no longer willing to help, most likely waiting for me to buy the premium support.

This will never happen.

For the last time – Please provide a CLEAR FIX for this bug ASAP.

If I don’t hear from you by Monday, I will have to change the theme on my website to one with no bugs in mobile view and with full support.

But of course, what do you care. It’s only your reputation on the line.

Do you delay your support on purpose wanting me to pay for it?

But of course, what do you care. It’s only your reputation on the line.

Now that’s too far and you need to remain civil.

@magicpowers If the amazing support provided for free and on their own time by @bsfaradhy and their colleagues does not work for you then feel free to delete the free, opensource, 100% optional to you and unpaid for by you plugin and stop using it now.

You are not owed a reply, no developer is compelled to provide any support, ever. If they do not reply and never provide any support for you that is acceptable.

I suggest you remember that and again, remain civil. Your account is flagged for moderation now.

There is not much choice in terms of the themes that work well with Elementor on WordPress site. Astra is pretty much the required theme; in fact, bundled together with Elementor so we are effectively stuck with it. It’s a good theme, don’t get me wrong – but if it’s got a bug that can’t be fixed for weeks, I have no other choice but to change the theme. There is nothing uncivil about it, just a fact of life.

I have now received a direct reply email from Astra’s support so this bug will be fixed.
Thanks @bsfaradhy. Sorry I got frustrated. Too many obstacles on my path.

There is nothing uncivil about it, just a fact of life.

That’s disingenuous. Your lack of civility was your choice and had nothing to do with anything else. Please refrain from that going forward.

Hi @magicpowers,

Apologies for the delay in getting back to you. I’d like to clarify why your ticket was delayed. In our Support Portal, when a new email is sent before we’ve responded to the previous one, the ticket moves to the bottom of the queue as it’s considered a new request. This is how our Support Portal works. This is why it’s best to wait for our response—we address every ticket in the order we receive them (first in, first out). That’s how we answer our tickets, just FYI.

@moderator, thanks for stepping in and reminding us of the forum guidelines!

Kind regards,
Aradhy ??

@bsfaradhy
I finally received a reply via email directly from your support team. It talks about a large ticket volume in the queue causing delays. Doesn’t address the fact that my ticket marked as “Urgent” by Prajna (as per her explicit advice) to bring it to the top of the queue and receive a prompt fix still remained unanswered for a week, or that her initial email with a fix was incomplete and unusable, or that my customizer settings she requested which I did email to her were lost, or that she requested my login credentials to my Admin (??!) which I refused to provide, of course.

Last week I received a reply from Elementor support with a one minute videocast showing the pathway to make the required changes very clearly. It did not require my Customiser Settings and did not require my admin login credentials. I followed the instructions and fixed the issue I had for 3 weeks since I first reached out to you for help in 30 seconds.

I am well aware of the forum guidelines. This forum is run and moderated by developers for developers. My previous reply was removed. With this level of unwarranted censorship I won’t be using this forum again.

No one is “required” to provide support for free plugins or free anything, and no one can be expected to do so. That’s a GIVEN which every intelligent person understands.

But I believe that if someone DOES decide to offer free support for their free product or service, the quality of this support should not be compromised just because it’s free.

When I offer a free session to a client, the quality of this session is as high as it would be for a fully paid program. I do everything at 100% or I don’t do it at all, and that’s the only expectation I have of others.