• FAQ

  • These are the most frequently asked questions

    This question comes in many variations. All having the characteristic that the theme "suddenly" stopped working. Almost without fail this sudden change in behavior has to do with hosting, WordPress, plugins, or custom code. To find out if that's your case please do the following:

    - Does the latest version of the theme break on a fresh installation of the latest version of WordPress? If so, your web server's configuration is incompatible with the theme's requirements. Please ask your hosting provider for help, preferably somebody with the skills to read the server logs during the installation process. The logs will tell him / her what goes wrong between WordPress and your server (theme installation is not a theme issue).
    - Are you running the latest version of our theme? If not, please update the theme.
    - Have you performed a site migration of a site that did work with correctly before with our theme? If so, the migration has not been performed correctly. Please contact your current hosting provider for help.
    - Have you updated WordPress on a site running an out-of-date theme? Please update the theme.
    - Do you run plugins or have you installed new plugins? Deactivate all plugins and see if that solves your issue. If so, one of them is the culprit. Re-activate each plugin one at a time, and refresh your site each time to see when your site breaks again. You'll then know which plugin is incompatible
    - Have you injected custom code, HTML, CSS, Javascript, or JQuery. If so, remove it to see if your site works as normal again.

    If you've performed all the aforementioned steps and nothing worked, we don't have any other steps. Our suggestion is to restore a backup of your site to a date when you site still did work and continue working from there. |

    Yes |

    The download link is valid as long as the theme license is valid; which is for one year after purchase. If your download link expired, you want the theme but you "lost" the theme, you'll need to repurchase it. |

    You can download the latest version of your theme through the following steps: Step 1) Go to https://my.nexusthemes.com/ Step 2) Login with the email address you entered in the ORDER when you purchased your theme (dont use the email address you use to login at the payment provider, unless its the same) Step 3) Click on the details of the license for which you want to download the theme If you don't have an account yet you can create one by clicking https://my.nexusthemes.com/?go=new. You'll be asked to fill out your purchase email. This will result in a an email with a confirmation link. Afterwards you'll be able to login to your fresh account. If you try to login and see the message: "Invalid email address; you can only use an email address that purchased at least one product in the past", it means you're using a different email address from the one that made the purchase. One that hasn't any orders associated to it and is unknown in our order system. |

    You can download the theme by accessing the Nexus Portal at https://my.nexusthemes.com/. If you have not yet created an account please go to https://my.nexusthemes.com/?go=new and fill in your purchase email. After clicking "Create" you will receive an account confirmation email that will provide you access to your account. Please make sure to check your spam folder if you think you haven't received the email. When you login to the Portal with your purchase email, you should see an overview of all your past orders including this one. Under the column "Order" you have all your order id's which are links to order detail pages.

    On the order detail page you'll find the option to download the theme. Please make sure you've chosen to view the order detail page of the order you renewed to download your theme, not the order id of the renewal itself (the latter will say "No downloads available at this moment in time").

    If you purchased the theme and intend to use it to update a website that already runs one of our themes, we recommend creating a backup before updating. A theme update should never negatively impact the content of your website. E.g. make database changes but it doesn't hurt to have a failsafe mechanism in place when you get an unwanted or unexpected result. |

    If the theme you have is not working with PHP 7.X this means you are running an outdated version. To get the latest version of the theme do the following; Step 1; go to the portal; https://my.nexusthemes.com/ Step 2; login with the email address connected to your order Step 3; select the order Step 4; follow up the instructions from there |

    The latest version of our themes are fully compatible with the latest version of PHP. If you've made your theme purchases within a year you're eligible for theme updates. If not, you'll need to renew your theme license to get access to the latest version of the theme. Each client has a personal account which serves as an overview of all the orders you made with a particular purchase email. Simply visit https://my.nexusthemes.com/?go=new to activate it. You can obtain the latest version of the theme by clicking on the correct order id. Doing this will lead you to the Order Detail page where you will find the download link to your theme. Since your hosting provider already upgraded, it means your site is offline. That means you will not be able to access the WordPress backend. You'll need to disable the theme by renaming the theme folder via FTP. Since we do not have access to your web server you either have to do this yourself or ask your current hosting provider for help. |

    The latest version of our themes are fully compatible with the latest version of PHP. If you've made your theme purchases within a year you're eligible for theme updates. If not, you'll need to renew your theme license to get access to the latest version of the theme.

    Each client has a personal account which serves as an overview of all the orders you made with a particular purchase email. Simply visit https://my.nexusthemes.com/?go=new to activate it. You can obtain the latest version of the theme by clicking on the correct order id. Doing this will lead you to the Order Detail page where you will find the download link to your theme. |

  • Support Form

    Use this form if you have a question related to one of our themes. And you were unable to find the answer in one of our support sections from the sidebar.

     

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