At this time we kindly ask that you open up your issue in a separate thread along with your login credentials in a secure note so that we can check your site. To know how to create a secure note, please check this out: https://theme.co/apex/forum/t/how-to-get-support/288
Having your own thread along with the secure note will ensure that only you and our staff will be able to see your WP credentials. If you post it here, the original poster of this thread will be able to see it as well so it is not recommend.
We will be responding your new thread shortly.