Theme wont upload to WP


I’ve purchased the theme three times, and it is presently only live on one site. I would like to upload it for a new site but it is not working. It is giving the following message. Unpacking the package…

Installing the theme…

Destination folder already exists. /hermes/bosnaweb03b/b2440/ipg.nlpcoachtrainingorg/coachingstudiesacademy/wp-content/themes/x/

Hi there,

It seems that you already have X installed on the site. Kindly double check this by going to WP Admin > Appearance > Themes. If you are seeing X there, you can simply active it.

If not, please login through FTP and go to wp-content/themes then delete the current x directory that is in there then go back to the wordpress admin and install X again.

Hope this helps.

Hello, I do not have it on this site because I just opened this site. I do not know what an FTP is? Why can I not just upload the zip file like I am supposed to be able to do? Please advise - thanks again in advance

Hello @patrickskrow,

Thanks for updating the thread.

There might have been a failed installation attempt or something of that sort and that’s the reason why there is a folder (x) under themes directory. I am sorry but you need to login to FTP using software like Filezilla and under /wp-content/themes/ directory, delete x folder, actually that’s how hosting server configurations works. After that you can install X Theme.

You also have the option of getting in touch with hosting provider and request them to delete the folder for you.

To get started with Filezilla, please take a look at following tutorial.


I have two other sites running X and do not want to risk those sites not working. Please advise

If I start deleting stuff (which I do not have a clue about) then the other two site may not work

We deleted the theme and uploaded again.

Same issue

It leads me to this URL and gives the message below.

Internal Server Error
The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.

Hi Patrick,

Your error Destination folder already exists means theme was partially installed due to some server configuration limitations. Most probably your server’s maximum upload file size is limited. You can refer to this detailed guide here on how to resolve it ( If you contact your hosting provider, they should be able to help you as well.

Alternatively, you can install your X theme manually by following our guide here also (


It happens when I click “Customize X in theme options” tab inside the WP dashboard

It also happens when I click Cornerstone or Theme options inside WP under X on the right side menu

Can I send you images? I do not see that function here

I’m also not being redirected to an “addons” page like your documentation suggests

This should not be that difficult. Should it? From your own documentation "1. The Simple, No Brainer, Piece of Cake Way: "

Please outline exaceltty what to do. I am not a technical and purchased these themes becasue they are supposed to be easy

We deleted the x theme and istalled again. It is still not working , so the folder did not already exist becaseu we just added it

Hi Patrick.

Please note that this is not a theme issue but rather it is with the setup of your hosting as installing a theme should be straightforward when you do it from the Wordpress admin.

But since you are getting the Destination folder already exists you might have tried to install X but the installation didn’t go through successfully. Possibly because of the file permissions on your server.

You have two options, either you could get in touch with your hosting provider and have them check your site’s permission. You can find more details about it here:

Also, ask them to check the directory wp-content/themes and have them clear it out so you can have a fresh install of the theme.

If you are still not able to get it working, kindly provide us with the link to the site in question with the Wordpress admin and FTP details. You can get your FTP details from your hosting provider. Please post the details in a Secure Note.

Thank you.

My options on this page do not include the secure key icon. Where would I find it to send you the details?

Hi there,

It looks like you have the Advanced Mode disabled that is why you are not getting all the options.

Please click on the cog icon in Cornerstone on the left area then go to Preferences and enable the Advanced Mode option.

Hope this helps.

Did you guys really change the Customizer over the past year? It is a real mess trying to navigate it. For example I am in there now and there is no way to center a button, or add an image to a specific part of the page, and move it easily like it was before. I do not think I have all the features still even after enabling what you mentioned. Please do check because this is real difficult to work with and in the past it was super easy.

Hello There,

We have moved out from the customizer. We are not moving all the option settings in X > Theme Options.

Please review the changelog and release notes to know what has been added, changed or moved in the features and theme options. You can check it out here:,

You might as well need to check this:

Hope this helps.

I am not sure what this means? Please be more specific to my question. So you don’t use customizer anymore? Did you look at my install and see if it is correct? Your answer was not at all helpful as it did not even remotely answer the question asked.

Thank you in advance fro some clarity