I hope you are well today and thanks for asking the question.
Please send the following information to get the support faster:
– Please show me screenshot for details issue
– FTP’s information
– Site’s URL
– WordPress admin account
– Purchase Code& Purchase Date(to ensure you have bought the theme and deserve the good support):
attached the invoice from envato.
I will check your site to find out the solution.
Don’t forget to mark reply as private below if you share any sensitive data.