Hello @ayesroc
Contact our Support Team directly for additional assistance. However, what I would recommend you start with is to eliminate some of the potential culprits that might be causing this issue first.
Often, other plugins can interfere with our plugin and cause issues just like you described. And since this issue is not universal/is not happening to other customers, we know the issue is likely related to your specific environment (your theme, hosting, other plugins being used in the site).
To determine whether another plugin is the culprit, as is often the case, please follow these instructions:
1. Deactivate ALL OTHER PLUGINS that you have activated currently.
2. Then, activate our plugin.
3. Check to see if the issue you describe is still happening WHILE ALL OTHER PLUGINS are deactivated.
a. if the issue is NOT happening after deactivating all other plugins… proceed to step 4.
b. If the issue IS still happening… please contact our support team to assist you further at [email protected].
4. One at a time, reactivate each additional plugin. AFTER you activate each one (ONE AT A TIME) check to see if the issue is occurring.
5. Continue reactivating each plugin, one at a time, and checking after each activation to see if the issue is occurring.
If the issue is being caused by another plugin, this should help you narrow it down to that specific plugin.
Other potential factors could include the theme itself or even your hosting service.
Contact our Support Team for additional assistance.
Thank you.
