Hi, I asked this question a few weeks ago, but no one has resolved the issue.
a few weeks ago my website mediashotz.co.uk – which is a news site covering the media, marketing and creative sectors – started playing up with posts not displaying correctly at all. I hasn’t been dealt with and today the homepage also started not presenting correctly.
I called my ISP who confirmed that there is an issue with the theme I am using – ie Newspaper – which is causing this issue. They suggested there is some kind of bug in the latest release of it.
I had purge the cache in the WordPress area, but it’s not good enough. I need to know that the site is always working, before my clients call me and tell me, which is just embarrassing.
I would include photos here, but it doesn’t seem like this space allows for photo submissions. How do we talk to someone at TagDiv about having this issue fixed permanently?
I paid for this theme and I need it to work. Otherwise we just go elsewhere right?
Hi,
There is no them bug in the theme.
I just checked the website and this looks like this – https://i.imgur.com/9Dq8V8N.jpeg so if you are referring to this section – https://i.imgur.com/llo8mHW.jpegthat is full width then is because this is how the row has been set using tagDiv Composer, to have the same width set the row stretch on default – https://i.imgur.com/hpDp0E3.png
Just a quick note: You purchased the theme five years ago – https://i.imgur.com/dmpyqbl.png. Typically, support is included for the first six months, and any assistance beyond that requires an extension of the support period – https://help.market.envato.com/hc/en-us/articles/207886473-Extend-or-renew-Item-Support
Thank you for your understanding!
Gosh, what a reply. First of all, no, your reply is not what the issue is. It is very much a formatting issue. The news pages and home page were not displaying correctly, like they usually do.
So I guess the problem will likely go unsolved.
I’m trying to alert your to a potential issue with one of your products.
(When I buy a car, if there is a technical problem with it years later that isn’t my fault, the car maker fixes it without charge – case in point Stellantis/Citroen’s current global recall over exploding airbags in cars it sold between 2009 and 2019 – https://www.reuters.com/business/autos-transportation/stellantis-asks-thousands-citroen-cars-with-faulty-airbags-be-removed-roads-2025-06-19/)
I didn’t realise when I paid for the theme 5 years ago that there was a limit to getting help – how ‘old world’. I didn’t really use the support in the first 6 months, except perhaps for familiarisation.
I went to the links you kindly added in your reply and wow, how complicated is it to even buy an extension, so I gave up.
I’ve been a big fan of your brand when I talk to others, but what this all tells me is perhaps it’s time for us to look elsewhere for genuine help.
But thanks for bothering to reply.
Hi,
Thank you for your follow-up, and I truly appreciate the time you took to outline your concerns in detail.
Firstly, I completely understand your frustration—when your website isn’t displaying correctly, especially in a client-facing industry like media and marketing, it reflects poorly and can be stressful. It’s clear you’ve put a lot into your site, and that dedication is not taken lightly on our end.
Let me address a few key points:
Just to clarify: when a product like the Newspaper theme is purchased on ThemeForest, it includes 6 months of support by Envato’s terms. This is an industry standard for digital products and is not unique to us.
While I understand your point about car recalls, there’s a big difference between a $15,000+ physical product with safety implications and a $59 digital theme. Comparing them isn’t quite apples to apples.
That said, your license for the theme remains valid forever, and you’ll always receive free lifetime updates. However, access to personalized support, including troubleshooting custom site issues, does require an active support license.
If you decide to continue using Newspaper and extend support, we’re more than ready to jump in and resolve this for you quickly and thoroughly (contact us via email at contact@tagdiv.com and provide screenshots and details so we can take a final look together.
). If you choose to move to another platform, we sincerely wish you the best and thank you for using our product all these years.
Thank you!
Hi, thanks for your message and understanding. This is driving us a bit crazy. It just happened again, so I have taken a screenshot of how it is incorrectly appearing and how it should appear.
There is definitely something wrong and it has something to do with the featured image. I am emailing now to the address you provided.
I’ll also post it to your X social media account so you can view it there too.
Regards,
Mark
Hello,
We will check your emails and respond there.
Thank you!
