Cannot Reach Support

Hi Folks,
I’m hitting dead ends at every turn. I cannot log into Kriesi.at to respond to the latest support ticket. The system is not accepting my username and password.

The support ticket is about updating a theme that my client recently purchased:

Larry Edwards
edwardsconsult.com
(Email address hidden if logged out)

The theme was purchased through ThemeForest. Your tech support says to log into Envato to start a process of getting a personal token, but we do not have an account with Envato.

Your tech support also says that a plugin can be downloaded to simplify updating themes. However, upon installing that plugin, a message is shown stating that the plugin is not necessary as of WordPress 5.5.

However, I did not see a way to circumvent the “Folder already exists” message other than renaming things. So, upon doing that, I had the same problem I’ve had with your theme right along: As soon as I activate the new version, menu items representing every page in the website cover the whole page. What’s up with that?

Your help, in a way that one can actually implement, would be greatly appreciated.

BTW, with most themes, the update is easy and automatic directly through Dashboard | Updates. That might be something you’d like to look into, because I’m guessing I’m not your only customer with this problem.