Hello,
Thank you for contacting us and sorry for any inconvenience that might have been caused due to that.
We tried to check your website but were unable to login because of the 2FA:
You can temporarily disable that so that we can check the issue further for you.
Looking forward to helping you.
Please let me know your IP address.
I will set it to bypass all security rules.
I have added your IP to the white list. Please try login again.
If you still need a verification link, please let me know. I will send it to you.
Hello,
We are still unable to access your website due to 2FA.
You can temporarily disable that or you can assign the following email address so that we can get the verification link: s******@r***********
Looking forward to helping you.
Thank you.
I have forwarded the verification link to your support email address.
I have added s******@r*********** as an admin user.
Please try again.
Hello,
We deeply apologize for the unexpected delay in response. We follow the queue while replying but when you reply back again, it breaks the queue.
However, after checking your website we found 2 issues. The first one is your server-side cache. The sitemaps don’t work properly until we add any query parameter in the URL which removes the server-side cache.
In this case, please get in touch with your hosting provider and ask them to clear any server-level, CDN caches and additionally to turn off the Guest Mode temporarily (If LightSpeed cache is enabled on the server level) and see if that works for you.
If the issue persists, then it could be a conflicting issue with your theme. When your Pricom theme was activated, the sitemap was not working even with the query parameter. Please check the screencast in the sensitive data section for your reference.
Also, we can see you’re currently using the Rank Math PRO plugin on your websites, but the account you have used to open this ticket is the Rank Math free version.
Please search and forward a receipt from FastSpring.com so we can locate your account and verify it.
Let us know how it goes. Looking forward to helping you.
Thank you.
Thank you so much for your reply. I am using the Agency version, and I’ve also asked my agency to raise the same question in the PRO ticket section, but we haven’t received a response yet.
Even after completely clearing the cache, the issues still persist.
Based on your assumption that it’s a conflict with the theme, could you please help me further investigate the specific source of the conflict? This will allow me to address the issue more effectively.
Hello,
The issue is being investigated in the PRO forums as the live website is not working with the troubleshooting plugin so we requested a staging website that replicates the live website so the plugins can be disabled there safely.
When we have any updates, we will update the ticket in the PRO section and the manager of the Agency subscription will be able to pass that through.
Thank you.
Thank you for your reply. I have created a cloned site for your testing and attached the link to the PRO ticket. Please help me to resolve the issue.
Hello,
Our team already replied to the ticket opened in the PRO forum regarding this issue.
You may continue there to avoid duplication so we can follow up on one thread for efficiency.
Looking forward to helping you.
Thank you.
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
