[Gabriele]

Hi,
a few days ago I bought your Ashe Pro version, because I liked the free one. Unfortunately things have got worse now. My header image is cropped on mobile and I can’t zoom into it or anything. I’ve tried changing the size of the header image, but no change can be seen on mobile.
I have already written an e-mail to you about a week ago, but no reply so far. 🙁
Please help!
Gabriele
my website: glueckskinderbuch.de

[vako]

Hi Gabriele,

 

At first, thank you for choosing our theme and service and we apologise for the none response, seems that we accidentally missed your email or deleted your email with the spam stuff, sorry.

In order to assist we need to check your website from the back end, please install this 3rd party plugin “Temporary Login Without Password Plugin” which allows us to access your dashboard without sharing access details.

To better understand how the plugin works, please watch the video guide below: https://www.youtube.com/watch?v=EMu0e78OpJo

Please make sure to mark your reply as private to hide it from the public.

 

Kind Regards

 

[Gabriele]

This reply has been marked as private.

[vako]

Hi Gabriele,

 

We checked almost on all devices and can’t get the same issue, can you please share the screenshots of the issue for more understanding? It also helps us to investigate the issue faster.

 

Kind Regards

[Gabriele]

This reply has been marked as private.

[vako]

Hi Gabriele,

 

I will redirect this topic to the developer’s board and they will contact you.

 

Kind Regards

[Gabriele]

Hello Vako,
noone has contacted me so far. I really would appreciate your help, since I do not want to release my website to the public with these problems.
Please help!

[Gabriele]

It’s been 10 days and none of you has been able to help me. The developer’s board hasn’t contacted me… I am seriously regretting having bought the Pro version. Is it possible to get a refund?

[vako]

Hi Gabriele,

 

Sorry for the late reply we were off for a while.

Our developers will contact you today with the newest info about the issue you have.

We apologise once again.

 

Kind Regards

[Gabriele]

Hello Vako,

it’s been another three days gone by and “today” has long been gone. No one has contacted or helped me……

[Gabriele]

I’m not sure why you keep ignoring my request, but this is very poor customer service. If you are unable to assist me with my problem, then please let me know instead of keeping me hanging on with empty promises of getting back to me for 15 (!!) days now…
My problem is clear: The mobile version of my website does not respond well to the changes I make in my dashboard. Neither the size of the header nor the size of the headings of articles, for example, can be adjusted or changed. On the mobile version, they always stay the same size, no matter how I change the size. Additionally, on some mobile phones, the website cannot be zoomed into.
Please let me know clearly if you can or cannot fix this problem. Otherwise I want a full refund, since I can’t use your theme for my website then (most people check into websites with their phones and so me publishing my website like that would be unprofessional).
I hope I described my problem clearly.
If I haven’t had help until this Friday (28th May 2021), I want a full refund.

[Gabriele]

Since there’s still no reply from you whatsoever, I have now figured out the zooming in problem myself  by researching the web and by changing the meta tag in the header file of your theme. I still cannot or do not know how to change it into displaying the header properly (in the correct size ) on mobile, though.
Why aren’t you answering me anymore?

[Gabriele]

Please let me know if you can or cannot fix my issue.

[Nick]

Hi Gabriele,

I’m so sorry, looks like our support mail notifications had issues. I’ve manually just checked some threads and found this. Well, you need a Child Theme for that. You need to Copy “header.php” file to your child theme folder and remove the viewport meta tag completely. You can download a child theme from here – https://wp-royal-themes.com/themes/ashe/docs/#childthemes

Kind Regards

[Gabriele]

Hi Nick,

Thanks for answering. In the meantime and in my desperation I have changed the header completely and kind of squished it more. Now it looks ok on mobile. If I download a child theme, will I be able to reverse it again easily if I don’t like the new look? I’m afraid I will mess everything up now that I have found a kind of ok solution.
And another question: I noticed via google page speed insights that my page is kind of slow to load and that it has to do with the Ashe theme. What can I do to improve my page speed?

[Author]

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