Hello Mouad,

Thank you for purchasing our product, and for reaching out to us.

If you already have our licenses, please write to us in the Amelia category. 

The reason we ask you to do this is that there has been a lot of abuse. Because if the license has expired and the subscription has not been renewed, these users do not have access to our support, the same applies to licenses that are purchased through Envato. 

Licenses purchased through Envato have access to our support for only 6 months when that time period has to elapse they have to contract Envato to extend the time for support.

We hope you understand.

We need a lot more information and a couple of screenshots. Please send us everything in a new ticket in the Amelia category. 

Also please provide us a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials in a new ticket just check PRIVATE Reply so nobody can see them except us.

Looking forward to your reply.