Urgent: Issue with Theme License Activation

Dear Support Team,

I am writing to you because I am encountering a problem with the activation of my theme license. Whenever I input the license number and click the registration button, nothing happens. The license number simply disappears, and the theme remains unregistered.

I have tried several times, but the issue persists. Could you kindly assist me in resolving this matter as soon as possible? I rely heavily on the functionality of this theme for my website, and this issue is causing significant inconvenience.

I am looking forward to your prompt assistance and am ready to provide any additional information you might require to resolve this issue.

Best regards,

Urgent Issue with Theme License Activation – Losses and Damages

Dear Support Team,

I am writing to express my concern and seek urgent assistance regarding the activation of my theme license. My website has been online for 20 years, and the current issue with the theme license activation is causing significant losses and damages to my online presence and business.

As previously mentioned, when I input the license number and click the registration button, nothing happens. The license number simply disappears, and the theme remains unregistered. This problem has persisted despite multiple attempts, and it is affecting the functionality of my website and my long-standing online reputation.

Given the severity of this issue, I kindly request that you prioritize resolving this matter as soon as possible. I am available to provide any additional information you may require to troubleshoot and fix the issue.

I appreciate your prompt attention to this matter and look forward to a swift resolution.

Best regards,

Hello Bettina,

I appreciate your swift response to my previous email. However, I must inform you that I cannot provide the admin credentials for my website, as it contains sensitive information that I am not comfortable sharing.

Instead, I am able to provide the name of my website and its IP address for your team to unlock the installation. If there are steps that need to be taken on my end, my developer and I are more than capable of handling it with your guidance.

I find it concerning that customers who have purchased the theme are now being asked to re-confirm their details via email. This seems to be an unnecessary step and could potentially put sensitive information at risk.

I hope you understand my concerns and can offer an alternative solution that doesn’t require sharing my admin credentials.

Thank you for your understanding and I look forward to a prompt resolution of this issue.

Best regards,

Urgent Issue with Theme License Activation – Information Sent

Dear Bettina,

I wanted to inform you that I have emailed the support team at contact@tagdiv.com as you suggested. In this email, I provided my website name, its IP address, and the link to the forum topic we are currently discussing.

However, as mentioned previously, due to the sensitive information on my website, I am unable to share admin credentials. I kindly ask for your understanding in this matter.

Given these circumstances, I would greatly appreciate it if you could provide the necessary steps my developer and I should follow to resolve the theme license activation issue. We are ready and capable to implement the steps on our end.

Looking forward to your guidance.

Best regards,

Dear Ana Maria,

Thank you for your prompt response and suggestion.

However, I must reiterate that the primary concern is not about providing a temporary password. The issue lies with the sensitive information contained within my website. This information is of utmost importance, and I am not comfortable providing any form of access, temporary or otherwise, that could potentially compromise it.

As previously mentioned, my developer and I are capable of following any necessary steps to resolve the theme license activation issue. I kindly request that you provide us with the steps to follow, rather than requesting access to the website.

I appreciate your understanding and look forward to your guidance.

Best regards,

Dear Ana Maria,

Thank you for your prompt response and for the suggestion about checking the cache.

I would like to clarify that I fully understand the potential issues caused by caching and have already checked for these. However, the problem with the theme license activation persists. I can assure you that this is not due to caching overwriting the theme settings.

Your suggestion implies that this issue may be a punitive measure for those who have not purchased the theme. I would like to emphasize that I am a legitimate purchaser of the Newspaper theme by tagDiv, and this issue is causing significant disruption to my longstanding website.

As I have mentioned previously, I am unable to provide access to the website due to the sensitive nature of the information it contains. I kindly request your understanding in this matter.

If you could provide a detailed step-by-step guide on how to resolve this issue, my developer and I would be more than capable of implementing it.

Thank you for your continued support, and I look forward to a satisfactory resolution.

Best regards,

Dear Ana Maria,

Thank you once again for your continued support.

I wanted to inform you that I have carefully followed all the steps provided in the link you sent. However, despite this, the issue with the theme license activation persists.

For your understanding, my website is hosted on a LEMP Nginx server at DigitalOcean. In terms of security, I employ both Wordfence and Sucuri, in addition to a Firewall configured directly on my server.

I believe that the issue we are experiencing is more complex than a simple caching problem. My developer and I are fully capable of implementing any further troubleshooting steps you could provide. We are eager to find a resolution to this as soon as possible to minimize disruption to our website.

Thank you for your understanding and cooperation.

Best regards,

Dear Ana Maria,

I appreciate your ongoing assistance in this matter.

To provide further information about the issue we are facing, I would like to share the specific error message we are receiving when trying to activate the theme license: “Envato API is down, please try again later.”

Given this error message, it seems that the issue might be related to the Envato API itself. I thought this information could be helpful for you in guiding us towards the right solution.

Again, I am unable to provide direct access to the website due to the sensitive nature of the information contained within. However, my developer and I are ready and able to implement any suggested troubleshooting steps you can provide.

I look forward to your response and guidance.

Best regards,

Dear Ana Maria,

I hope this message finds you well. I have been in communication with Calin regarding an issue we are experiencing when trying to activate our theme license. Calin proposed a workaround that involves copying settings from our live site to a test site, activating the theme on the test site, and if all goes well, re-importing the settings from the test site back to the live site.

Unfortunately, this solution does not fit our case. Our theme overwrote all our previous settings to zero, so I can’t copy those settings. The only configurations I have are basic ones that do not contain any setup from my website.

This issue is causing significant disruption for us. As we understand it, your attempt to validate installations individually is causing harm to websites that are in production. We simply cannot afford to wait for your support. It’s been two days already, which for a business, is unacceptable!

As a result of these circumstances, we decided to purchase a different theme and we are now moving away from TagDiv’s Karma.

I want to express my dissatisfaction with the lack of effective support received. Therefore, thank you, but unfortunately, the support provided has been of no help.

Best regards.

@Ruffo I’m sorry to interfere
Try disabling wordfence for a while, it blocks saving changes.

Dear gm07,

Thank you for your excellent suggestion. I appreciate you taking the time to share your advice. Regrettably, I have already deactivated the theme.

What I find particularly strange is that suddenly, as if by magic, the theme overwrote all my settings, leaving the theme blank. This is quite unusual, and to be frank, quite disturbing. Moreover, TagDiv’s approach of wanting to reconfirm purchases by requesting access to the WordPress panel is not something I’m comfortable with.

I find it disappointing that support has taken this stance, especially considering that I have been a loyal TagDiv customer for over five years.

“True excellence in customer support is not just about solving problems, it’s about anticipating them. It’s not merely about knowledge, but about empathy and understanding. It listens before it speaks, thinks creatively yet acts decisively. True customer support builds bridges of trust and walks the extra mile without being asked. Because at the end of the day, the true measure of outstanding customer support is not how it enhanced a product, but how it enriched a life.”

Thank you for your understanding.

Best,