Troubleshooting
Diagnostics, locked states, cron, uploads and updates.
Start every investigation with the diagnostics report and Tools → Site Health.
The diagnostics report
Platform → License → Download support diagnostics (available in every licence state), or wp affiliate diagnostics. It contains no licence key, API keys or tokens and is safe to attach to a support request.
Common problems
| Symptom | What to do |
|---|---|
| “The uploaded file exceeds the upload_max_filesize directive” | Raise upload_max_filesize and post_max_size to at least 8 MB, or install with wp theme install. |
| The admin shows only the licence screen | The product is locked. The state badge says why — see Licence activation. |
| “Grace period” on the licence page | The licence service is unreachable. Check outbound HTTPS from the server; the site keeps working for 72 hours. |
| A scheduled licence validation is overdue | Cron is not running. Set up a system cron and DISABLE_WP_CRON (see System requirements). wp affiliate license check recovers a locked site. |
| No update is offered | See Updates. |
| Access visitors see “This site is being set up” | The components or the licence are not active, or the licence does not include theme.access. |
| Duplicate titles, canonicals or schema | Two plugins own the same output. Set the owner under SEO → Settings → Integrations. |
| AI provider “not configured” | Add a key under AI & usage → Providers and use Test connection. |
Still stuck? Contact us with the diagnostics report attached.