Hello Francesca.

When we check your website with the credentials you previously provided to us, we can see there are 403 - Forbidden errors when accessing Amelia's back-end pages.

We see this error in more clarity when we try to access the Plugins section:

Can you please purge all cache on your server and try again?

If that doesn't work, please update the "frankic" admin user, so we can take a look at the Plugins section, and see if there's anything we can do.

Please don't share any new credentials in this ticket unless you enable the PRIVATE response, since this is a public ticket.

Hi again Francesca.

When we try to access the Plugins section on your site, we see this:

So, we can't access that section.

These errors appear in the back-end when trying to access Amelia's pages also, but we are no longer able to log into your website. As you said, it seems to be down, but there's nothing we can do to bring it up.

It sounds like you're using a managed WordPress installation, so you need to reach out to your hosting provider and have them inspect the issue. This is a server response and we can't do anything from our end.

If you suspect Amelia caused this, you can access ../wp-content/plugins/ folder and rename "ameliabooking" folder to something else (for example "ameliabooking1"). If that brings up your website, would you be able to provide us with FTP access credentials and database access credentials, so we can take a look?

If you can, remember to enable the PRIVATE response when sending credentials, since this is a public ticket.

Also, the 403 - Forbidden errors that were returned in Amelia are usually caused to permissions implied by the hosting provider, so you may want to ask them about it as well. We can go in and see what's going on, but if these errors persist, they will need to jump in and see what permissions you're lacking to access the plugin.

Thanks for the update, Francesca, but I still face the issue accessing the Plugins page.

Can you open this page: https://thebeautybar-essex.co.uk/wp-admin/plugins.php with the "frankic" user?

I tried using VPN and non-vpn, and I always get the 403 error.

Would you mind sharing your FTP and database credentials with me (cPanel if you don't have individual access credentials)?

Just remember to enable the PRIVATE response, please.

Francesca, I tried all I can without FTP and database access, but I keep getting the forbidden error:

This is from the Amelia/Settings menu. I really can't assist you any further without your hosting provider's assistance.