HELP
Troubleshooting
Start here, whichever theme or plugin you have.
Most problems with my child themes and plugins come down to the same few causes, and the fixes on this page cover them. If yours is not here, each theme and plugin has its own troubleshooting page further down.
FIRST, ALWAYS
Clear the caches
Divi compiles your design into cached stylesheet files. After any change to the palette, the fonts or a preset, those files can lag behind - so a change you have definitely made refuses to appear. Go to Divi › Theme Options and click Clear CSS Cache at the top right of the page, then reload your site with a hard refresh.
IF YOU USE A CACHING PLUGIN
Clear its cache too, and any cache your host runs, then your browser cache. A page cache can keep serving yesterday’s page long after Divi has caught up.
COMMON PROBLEMS
Whichever theme you have
PROBLEM
The site looks like plain Divi
The menu, header spacing and finishing touches all come from the child theme’s own stylesheet, so if they have gone, the child theme is probably not the active theme. Go to Appearance › Themes and check that the child theme is active, rather than Divi itself. Divi must stay installed, because it is the parent theme.
PROBLEM
A page shows Divi’s plain header and footer
That page is matched by a Theme Builder template whose header and footer layouts are empty. Divi never merges templates, so a blank slot means Divi’s stock output rather than the site’s. Open the template under Divi › Theme Builder and name the header and footer layouts explicitly.
PROBLEM
The fonts look wrong
Each theme loads its fonts from Google Fonts. If your site blocks external fonts - some privacy plugins and some European hosting setups do - they fall back to a system font. Either allow the Google Fonts host, or use Divi’s option to host the fonts locally.
PROBLEM
The import button does nothing
A security plugin or a browser extension is most likely blocking the request. Try again with other plugins deactivated, or in a private window with extensions off.
PROBLEM
The demo package will not upload
The file is small, so this is usually a hosting upload limit set very low. Ask your host to raise the maximum upload size, then try again.
PROBLEM
I imported twice and have duplicates
Delete the second set of pages and posts - their addresses end in -2. Check Divi › Theme Builder for duplicated templates too.
BY PRODUCT
Fixes for your theme or plugin
Each guide has a troubleshooting page of its own, for the things only that theme or plugin does.
WEDDING PHOTOGRAPHY
Kiara
Gallery styles, ornaments and icons, and the Kiara demo import.
COACHING
Kaya
The dropdown menu, the header, the ornament set and global presets.
FOOD BLOG
Nicole
Recipe grids, photo frames and shapes, the Subscribe button and ad slots.
PLUGIN
RecipeCard
Finding the modules, servings scaling, US and metric amounts, and star ratings.
Still stuck?
Open a support ticket
Support runs through the product page in the marketplace where you purchased, so your licence and your messages stay in one place. Send a link to the page, a screenshot of what you are seeing, your Divi version, and whether it happens on the front end, in the Visual Builder or both. I answer within 48 hours, usually sooner.