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  • Nahid
    • Tech Support

    Hey Tiffany !
    Hope you are having a great day!

    This issue has been escalated to the Second Level Support team. They'll be back to us with confirmations if this is a bug, clues, workarounds and fixes (if possible) for now in this ticket (or we'll be updating the ticket as soon as we hear back from them internally). Please note that the response time of the Second Level Support team might be a bit delayed than that of the general Support staff. We really appreciate your patience and consideration regarding this.

    Kind regards,

  • Panos
    • SLS

    Hey there Tiffany ,

    We would need to have a closer look on file level so we would need admin and ftp access. I would recommend to first create a staging site where you can replicate same behavior so we can do tests on your staging site. If there is no possibility of a staging we can check production site, but please inform us about this :slight_smile:

    You can then share with us admin and ftp info privately through our contact form:

    Send in:Subject: "Attn: Panos Lyrakis"

    - Admin login:
    Admin username
    Admin password
    Login url

    - FTP credentials
    (and port if required)

    - link back to this thread for reference


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