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site not working

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  • November 17, 2025 at 11:29 am #696354

    samsonsyengo107
    Participant

    I purchased this theme, but it has really disappointed me. I did everything correctly — it was easy to customize, and the responsiveness was good.

    However, today I woke up and had a conversation with my client who needed additional products added to the website. When I tried to open the site, it was no longer working. I contacted my hosting company, and they told me the theme contains malware. Their suggested solution was to clean the cPanel, which would mean starting the entire customization process from zero. How is that acceptable?

    I need an alternative solution from you because this situation is very stressful.

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    November 17, 2025 at 11:32 am #696357

    samsonsyengo107
    Participant

    https://zionclassminimart.com/

    November 17, 2025 at 3:01 pm #696399

    Aizaz Imtiaz Awan
    Keymaster
    Xtemos team

    Hello,

    Could you please check how it works with some default WordPress themes like TwentyTwenty or WooCommerce Storefront to understand if it is our theme issue or not?

    Best Regards,

    November 17, 2025 at 10:57 pm #696462

    samsonsyengo107
    Participant

    Hello,

    Before raising the ticket, please note that I had already tried all possible steps on my end. This isn’t the first time I’ve purchased themes, and I’ve never had issues before. I have already shared my concerns and even provided my login details so you can monitor the issue directly and determine how best to assist, instead of going back and forth unnecessarily — we really don’t have time for that.

    Kindly let’s resolve this issue amicably and avoid any further complications.

    November 18, 2025 at 11:12 am #696538

    Aizaz Imtiaz Awan
    Keymaster
    Xtemos team

    Hello,

    I have renamed our theme in your CPanel, and it’s still not working, showing a white screen.
    I also try to turn ON the debug mode, but no any error appears on the screen or in the console.

    If this issue you are facing is because of our theme, then your site must have to open and run when rename our theme, but it does not occur which confirms that the issue is no because of our theme and if still your hosting thinks that the issue is because of our theme, then please ask to provide the proof along with answer to these above questions.

    Alternatively, ask your hosting provider to run the backup of your site before that issue arrives.

    Waiting for your reply.

    Best Regards,

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