If you experience any issues related to extension functionality on your website, these may be caused by a variety of reasons. Not every issue is necessarily an extension bug. In order to determine possible reasons, pay attention to the following points:
1. Make sure that your extension is properly installed, activated and configured in the admin panel of Magento®.
2. Disable your custom theme (if any) and other third-party extensions you may have, and check whether your issue persists. If the issue is replicated on a default theme with other extensions disabled, then it is most likely a bug. Document the exact replication steps, take screenshots of the issue and send this information to our Customer Service Team at firstname.lastname@example.org. Our team will review the information and advise on the time of the issue's correction.
3. If the issue is NOT replicated when your custom theme and third-party extensions are disabled, then it is most likely caused by a software conflict between our extension and other themes or plugins on your site. Note that software conflicts often happen between extensions that perform the same function on the site (several extensions for navigation functionality, checkout extensions, plugins that extend the shopping cart functionality etc.), or may be caused by custom themes that do not correspond to the coding standards of Magento®. There are so many various themes and extensions on the market that we cannot physically guarantee compatibility of all our extensions with all third-party themes and plugins. Correction of such issues requires an individual approach and is not covered by our free support service. If you detect a software conflict on your site and would like us to correct it for you, please send all information about this issue to our support email address, and our team will estimate the time and cost for this work.
4. Some issues may be caused by server-side problems such as missing files or libraries, incompatible software versions, insufficient PHP parameters, hosting limitations etc. Note that this kind of issue is not under our control. We do not provide free consultations or assistance for any problems caused by server-side reasons. You should address such issues to your system administrator or your hosting company. If you would like our team to investigate and resolve a server-side problem, we can only provide such a service on a paid basis. You may request a quote by sending your question to our support email address mentioned above.