Frequently Asked Questions

Get the “Your Save Has Failed” error message, with “Try Again” and “Download Backup”.

First update Divi & WordPress to the latest version & clear your cache & see if it works.

1) Lack Of Server Resources:

-The first suggested cause in the message is a lack of server resources. Thankfully this is easy to check from your WordPress dashboard by going to Divi> Support Center> System Status.
– Here you will see a report of your server resources with either a green or red dot to indicate if it is meeting the recommended value.
– If something related to PHP is red with a value less than the recommended value, then this could be the cause, and you absolutely need to take care of it first. Of all the options there, it is probably the PHP values, and most likely the PHP Memory Limit.
– You will need to update the values from your hosting account, and it may be rather technical, so feel free to contact your hosting provider for assistance. After updating any values, be sure to flush your server cache.

2) Firewall Blockages:

The second suggested cause in the message is firewall blockages. More than likely, this issue is caused by ModSecurity IF you are using a host that uses cPanel or a cheaper shared host like Bluehost or GoDaddy. This can happen when the hosting server misinterprets jQuery requests sent by Divi, and thinks they are viruses or something security related and blocks them. When this happens, the save fails because the jQuery process of saving is blocked. When this happens, you should be able to see errors in the Console (right-click on any page, choose “inspect”, then select the Console tab), and maybe a 403 php-admin error.

To solve this, you can talk to your hosting provider to disable ModSecurity, or you can turn it off yourself. If you are using cPanel hosting, you can log into cPanel and go to the Security section and click on the ModSecurity icon, and on the next screen you should find the option to disable it.

-Another possible firewall blockage could be caused by any security plugin you may have running such as WordFence.
-If you are using WordFence specifically, you will need to turn on a feature they have called WordFence Learning Mode.
-Please check this link to learn more. You can also try disabling any security plugin to see if that helps, as that will deactivate any firewall that is causing the blockage.
-If deactivating your security plugins has no effect, or if you do not have any security plugins, check with your hosting company regarding the security apps they use on their server.

-There is likely a security software somewhere that is not allowing code within a page to be saved. Ask your web host to review the logs on their end to see what they find.

3) Plugins/Custom Code/Child Theme Conflict

-Lastly, it is recommended that you temporarily disable all WordPress plugins and browser extensions and try to save again to determine if something is causing a conflict.

Icons Of Arrows Are Not Showing Up In Carousel Sections

Go To Divi > Theme Options > General > Performance > Make Disable “Dynamic Icons” > Save Changes

Before contacting support

Before contacting support it is highly recommended that you go through our documentation. We have detailed documentation about each of our products that lists all the actions with step by step explanation. If you don’t find your answers there, we are always here to help!

You can find our Documentation here!

What is the difference between regular and extended license?

Regular license:
A regular license allows an item to be used in one project for either personal or commercial use by you or on behalf of a client. The item cannot be offered for resell either on its own or as a part of a project. Distribution of source files is not permitted.

Extended license:
An extended license allows an item to be used in unlimited projects for either personal or commercial use. The item cannot be offered for resell either on its own or as a part of a project. Distribution of source files is not permitted.

Do you offer refunds?

In general we do not offer refunds, as the return of the products is not possible. We can make an exception if you have an issue that we are unable to resolve that makes the plugin or child theme unusable and you are within the first 30 days of the purchase of the product. Please refer to our Terms & Conditions for more details.

System requirements

Our products require that you have the Divi  parent theme for WordPress installed. It is not included with this product.

Open a support ticket

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