Container Element

With the container element you can now harness the power of flexbox CSS. The primary goal behind flex is to provide the ability to alter each items’ width, height, and order, to best fill the available space of the container. This feature will replace the current section, column, and inner section functionality of the Elementor editor.

Important! Use with caution. Please do not use Developer Edition on production sites. Developer Edition releases, just like beta releases, may not be stable. Use it on staging environments only, and back up your entire website before updating.

Backwards Compatibility

If you have an existing Elementor website, or wish to use older templates from the library that use sections, do not worry. Pre-existing sections, columns, and inner sections will still continue to function as always and may be edited. In the navigator you will see that containers are marked with an icon. This allows you to make the transition to containers at your own pace. 

Tip: While it is not possible to create a new section (only containers), you may duplicate an existing section or save to your template library and import/edit as needed if your design requires it. 

Why Should Container Elements Be Used

Container elements provide more optimized solutions for nestable elements. You may add multiple widgets to the same container and align them relatively without the need for additional columns or inner sections thus improving the performance of your page.

See Example

How To Add Container Elements

The Container element is currently an experiment. To enable containers, navigate to Dashboard > Elementor > Settings > Experiments.

Adding With The New Container Option

From the main editor window, click the + sign to create a new container.Select a preset Flex Layout that best suits your designAdd add your content to the new layout

Tip: Additional containers may be added using the Container Widget or duplicating from the navigator.

Adding With The Container Widget

From the editor panel drag a Container widget onto your page or into any existing container.Choose the Row or Column options from the direction.Easily add additional Container Widgets or duplicate from the navigator panel.  

Editing The Container Properties

Layout Controls

Container

Width –  Use the slider or manually enter a value to set the desired container width in PX, %, or VWMin Height – Use the slider or manually enter a value to set the desired container width in PX or VHDirection  – From the dropdown selector choose Default, Row, Column, Revered Row or Reversed Column Align Items – Choose your alignment from the icons Flex Start, Center, Flex End, or StretchJustify Content – Choose the justification from the icons Flex Start, Center, Flex End, Space Between, Space Around, Space EvenlySpacing – Use the slider or manually enter values to increase or decrease the space between elements in the flex gap propertyWrap – From the icons chose No Wrap, or Wrap this will define whether the items are forced in a single line (No Wrap) or can be flowed into multiple lines (Wrap)Align Content – (If wrap is enabled) Select the alignment preference from the dropdown menu between default, center, flex start, flex end, space between, space around, or space evenly.

Additional Controls

Overflow – From the dropdown selector, choose Default or HiddenHTML Tag – From the dropdown menu select the most appropriate HTML tag for you container from the options

Making A Container Clickable With An “A” Tag

You may make any container clickable by first selecting the “a” option from the HTML tag above. A link option will then appear below. Enter the URL or use the dynamic options by clicking the stack icon.

Container Styles

The Container can be customized by using Style Tab 

Style Options

The following can be set for both normal and hover states.

Background

Background Type – Select the background type, color, gradient, image, or slideshowColor (background): From the color picker, select the color(s) for the fieldImage: Click to select or upload an image or images if slideshow type is used to the media library to use as the background image of your container

Background Overlay

Background Type – Select the background type, color, gradient, imageColor (background): From the color picker, select the color(s) for the fieldImage: Click to select or upload an image to the media library to use as the background overlay image of your containerOpacity: Use the slider or manually enter a value in the field

Border

Border type: From the dropdown menu select between solid, double, dotted, dashed, or groovedWidth (border): Enter a chosen value in the fields based on px, em, or %Color (border): From the color picker, choose the background color for your borderBorder Radius: Enter a chosen value in the fields based on px, em, or %Box Shadow: Click the pencil icon to open the shadow properties options.

Shape Divider

Choose to display at the Top or Bottom of your containerType: Click the dropdown to choose your Shape Divider styleColor: Pick a colorWidth: Set the width of your Shape DividerHeight: Set the height of your Shape DividerFlip: Flip the direction of your Shape DividerBring to front: Force your Shape Divider to be in front of other objects

Advanced Tab Controls 

In the Advanced Tab you may manually set the container width and other properties. These parallel settings will override the parent container settings. 

Layout

The following advanced settings may be applied to the container

Align Self – Select the icon best suited to your needs. Options are flex start, center, flex end, and stretchOrder – Select from the icons to choose start, end, or custom

Adding Elements To The Container

When adding Widgets to your Containers, it will use the Direction option. Choose between Row, Column, or the Reversed options depending on your needs and layout. Use the Gap option to add space between the elements.  Use the align and justify properties for even more control of your design.

Each widget’s width can be set in the Advanced tab. In the example above all elements are now occupying one container using the Wrap option rather than using columns or inner sections thus reducing the amount of dividers and improving the performance of your page.

Widget Advanced Tab Flex Settings

When containers are enabled, each widget will have additional flex options in the Advanced tab that have been optimized.

Layout

Margin: Enter a value in the field based on PX, EM, %, or REMPadding: Enter a value in the field based on PX, EM, %, or REMWidth: Use the slider or manually enter a value to set the width of the widget based in PX, %, or VW Align Self – Select the icon best suited to your needs. Options are flex start, center, flex end, and stretchOrder – Select from the icons to choose start, end, or customPosition: Use the dropdown menu to select from default, absolute, or fixed. If either Absolute or Fixed are selected, the following options also become available.Horizontal Orientation: Sets the horizontal reference point for the absolute positioning, with choices of either Start or End.Offset: Changes the horizontal reference point by the amount of the offsetVertical Orientation: Sets the vertical reference point for the absolute positioning, with choices of either Start or End.Offset: Changes the vertical reference point by the amount of the offsetZ-index: Set the Z-Index. Learn more about Z-IndexCSS ID: Set a CSS ID for your sectionCSS Classes: Set CSS Classes for your section

How To Give Support Agents Permission To Your Website

In order for our agents to better help you, they may need administrative access to your website. You may safely grant access to an agent by following the steps in the following documentation.

Self Hosted And Hosted Elementor Websites

Log in to your websites dashboardClick on Users in the side panelClick on the + Add User buttonFill out the formFor the Username (required) enter [email protected] the Email Address (required) enter [email protected] over the user details as they are not needed by our agentsPassword: We recommend using the password that WordPress automatically generates for you, as it is guaranteed to be strong. Please copy this password to your clipboard or paste it in your computer’s notepad, so you can give it to your representative laterRole: Please select Administrator for the Role here. Any other role will prevent your customer experience agent from being able to solve your issueClick the Add New User button to finish the process and create the new user account Provide your Elementor support agent with the address of your website and password. Please don’t rely on the “Send User Notification” for this. Elementor has many agents, and the specific one handling your ticket may not receive that notification. 

This user may be deleted once your solution has been achieved.

WordPress Hosted Websites

Log in to your WordPress website dashboardClick on Users in the side panelClick the + Invite buttonEnter the following email address for the invitation: [email protected] the Role section select, AdministratorClick the Send Invitation button

This user may be deleted once your solution has been achieved.

Note: An invitation may be revoked by navigating to the Invites tab, selecting the invitation, and clicking the Revoke Invite button.

Important: You should always make a full backup of your website before granting access to support agents.

Sending Email Confirmations with Elementor Forms

You can easily send and customize email confirmations with Elementor forms.

After adding a Form Widget to your section, Go to Actions After Submit > Add Action, and add Email.

Click the to open the Email section

To: Define the site owner’s address. It’s added by default according to the email set in the WordPress admin.Email Subject: Type in your Email SubjectEmail Content: By default all form fields are sent via Shortcode: [all-fields]. To customize the content, copy the Shortcode of the field i.e [field id=”name”] etc. You can find the Shortcodes under Form Fields > Email (or any other form field) > Advanced. You can also build your own custom email via HTML. See example at the end of the article.From Email: Type the From Email fieldFrom Name: Type the From Name fieldReply-To: Type the Reply-To field. The Reply-To content is identical to the From Email fieldCc: Type a CcBcc: Type a BccMeta Data: include additional Metadata in the sent email, such as Date, Time, Page URL etc.Send as: Send as HTML or Plain Text

Configure Email2

Email2 is very useful. For example, it could be a confirmation email received by your site’s visitor – immediately after he sent a form on your site.

To create one, go through the same process as above for Email.

Note: In the ‘To’ field you should input the shortcode located in the advanced tab of the email field [field id=”email”].

Tip: You can personalize the confirmation email by using the submitter’s first name (‘Howdy [field id=”name”]’).

The HTML Part

The following is an example template to use for this form. You will only need to use basic HTML tags to get started in this lesson but can build on this knowledge to create highly customized submissions. If you have no knowledge of HTML or access to any editor applications such as Dreamweaver, you may use the Elementor Text Editor widget to write the email template in the Visual mode, then switch to the Text mode and copy the HTML.

Example HTML

You have a new wedding to plan.

[field id=”first_name”] would like you to contact them about planning their wedding on [field id=”eventdate”] at [field id=”location”].

The couples vision and plans so far are as follows:

[field id=”message”]

Contact Information

• First Name: [field id=”name”]
• Last Name: [field id=”last_name”]
• Email Address: [field id=”email”]
• Phone Number: [field id=”phone”]

Good luck at the event!

Note: Only shortcodes located in the advanced tab of the form fields widget can be used. You cannot use shortcodes from anywhere else here. Adding other shortcodes from other plugins or elsewhere will cause a server error message. The shortcode needs to be written exactly as it appears in the form field’s advanced tab.

Adding The Template To The Form

We can now add this HTML to our form using the Email options in the controls. Paste the HTML into the message field replacing the [all-fields] default. Make sure that the send as HTML option is enabled near the bottom of the controls.

More Form Options

This page outlines the Form Confirmations Options. For other Form options, click one of the links below:

CONTENT

Form FieldsSubmit ButtonActions after submitAdditional Options

STYLE

FormFieldButtonMessages

Fatal error after updating or installing Elementor or Elementor Pro

If your website is down because of a fatal error, check your email. WordPress sends a recovery link to the administrator of the site via email. The link always looks like this: /wp-login.php?action=enter_recovery_mode . Click the link in that email to gain access to your site’s WordPress dashboard once again.

Alternate method: Although the first method is much each easier, you can also deactivate your plugins by modifying their names via FTP. This will allow you to access the dashboard of WordPress.

After you’ve regained access, try to upload / update  Elementor/ Elementor Pro one more time. If you do not know how to reach or modify the plugins names via FTP, you can contact your hosting provider.  Basically, you just have to go to your WP files and then to wp-content > plugins.

If this helps, please report the error to us and to the support of the plugin which conflicts with Elementor. If this does not help, please open a support ticket with the exact error via the Support tab of your account on my.elementor.com.

Known fatal errors that can be easily solved:

.PHP Fatal error: Allowed memory size of … bytes exhausted

This literally means that you are running out of memory. To solve this issue, contact your hosting company so that they can raise your  WP memory limit accordingly. Sometimes, this memory limit can be set also via ModSecurity so this has to be checked by your web host service provider.

.PHP fatal error: namespace declaration statement has to be the very first statement or after any declare call in the script:If you receive this error, go to your FTP files, delete Elementor (or Elementor Pro if the error is linked to Elementor pro) and install the latest version of Elementor (or Elementor Pro). You can get the latest version of Elementor Pro via your account on my.elementor.com. The latest version of Elementor is available in the  repository of WordPress. Most of the time, this happens because some third-party program corrupted your files. In this case, you can remove the space at the beginning of the line mentioned in the error.

.PHP fatal error: cannot use output buffering in output buffering display handlers in unknown on line 0:

This generally happens when you are using  an old version of PHP. In this case, you have to ask your hosting company to update your PHP version to the latest version of PHP. You can do it sometimes by yourself via your Cpanel.

.PHP fatal error: Fatal error: require(): Failed opening required

This error happens when your server could not open a specific file. This error has to be reviewed by your hosting provider.

Note: 

If the name “elementor” does not appear in the error, that means that the issue is apparently not linked to Elementor. If the name of an addon for Elementor appears in the fatal error, that means that this plugin is probably not updated. If you cannot solve this by updating the addon, please contact the support of this addon. Sometimes fatal errors can be due to a corrupt database especially when the fatal error mentions the “core” code of Elementor. Indeed, some plugins and other third-party products can corrupt the database of your website and can prevent Elementor from functioning properly. If you use a database optimization plugin, please deactivate it before accepting an update of Elementor or Elementor pro. If you receive an error saying that some code is “deprecated” then that means that you are apparently using an addon for Elementor which is not updated. To confirm, you have to deactivate the addons for Elementor via FTP one by one to figure out which one is causing the issue.Make sure you update both Elementor and Elementor pro to avoid fatal errors.

Elementor Pro does not work

If you cannot edit when you activate Elementor Pro, check the following:

Activate the Safe Mode and check if it helps. If it does not help try the following:Enable the editor loader method in the Elementor > Settings > Advanced on your WordPress Dashboard (if the issue happens on a specific server).Deactivate your plugins besides Elementor and Elementor Pro and check if it solves the issue. Switch to a WordPress default theme (temporarily) such as Twenty Nineteen and verify if it fixes the problem.If it did not help, make sure that your memory limit is set to at least 128MB according to our requirements. You can check the memory limit for WordPress via your system info located in the “system info” tab of Elementor settings on your WordPress dashboard. If your memory limit is under 128MB, send this article to your hosting company: https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHPAsk your hosting company to deactivate ModSecurity via your Cpanel to troubleshoot. Some configurations set via this firewall can block Elementor Pro. Instead of deactivating ModSecurity, they can check the error logs of ModSecurity to figure out if some rule of this firewall is not leading to the issue. Memory limits added via this firewall can prevent Elementor Pro from working.If nothing helped, edit from another computer to rule out an issue with a program installed on your computer.

If you were unable to solve the issue after trying the tips mentioned above, please open a support ticket via my.elementor.com and provide us with Administrator-level WordPress login details.

Note: Safe Mode can be activated only by site admins (i.e. users with administrator privileges), because only they can deactivate plugins. If you are not receiving the Enable Safe Mode option, please ask your site administrator to activate safe mode and troubleshoot the problem for you. In the case of a multisite setup, only Super Admins can activate Safe Mode.

Update Issues

Before You Update:

We strongly recommend that you follow these procedures before you update any WordPress plugin, theme, or even WordPress itself.

Verify that you do not have the WordPress automatic update option on. Some hosts, including wordpress.com, may implement automatic updates by default. Please check with your host to verify, and request that this option be disabled if you want to ensure that you don’t update anything without first checking that it will be compatible with your site settings.Make a manual backup! You should also automatically backup your websites on a regular basis to avoid pitfalls. Updates are always tested on our end and by BETA testers but we cannot guarantee that there won’t be issues with some specific environments. Read more about backing up your site here.Before updating, please read the documentation on the new release, including any blog posts, changelogs, and community announcements, when possible. These may include instructions and information to help you decide if you should update now or wait. You can check the plugin changelogs here (Core) and here (Pro).Check if your addons for Elementor are compatible with Elementor. You may need to check with the addons’ developers for more information. The developers of the addons are contacted weeks before each update to ensure they can test the compatibility of their plugins with Elementor. Sometimes however, the plugins are still not compatible when the update is released. Test the update on a staging site first, before updating your live, production site. There are several options for using a staging site.a. The best option is when a host has a staging site already available for you, as this will very closely duplicate the exact system settings of your live site. Ask your host if this is available to you. If so, you will need to temporarily deactivate your Elementor Pro license from the live site to activate it on the staging site, unless you have multiple licenses available from your Plus or Expert plan. If your host does not offer a staging site to you, there are other options, and although the system settings won’t be exactly the same as your live site, they will be very similar.b. Another option is to create a staging site on your own computer (this is called localhost) by using a solution such as Local by Flywheel. When building a staging website using a local machine, Elementor Pro doesn’t register as an install, meaning you can run Elementor Pro on your local machine and on your online website at the same time. This works on .local, .dev, and .test domains.c. As an alternative to localhost, you can use an external staging site service such as WP Stagecoach or WP-Staging.You can read our blog post on staging here.

Issues After Updating Your Staging Site:

While some issues following updates may be actual code bugs, many more tend to be issues with specific, individual environments (e.g. installs with conflicting plugins and themes or with server settings which prevent Elementor from working properly). Occasionally, bugs may be related to specific settings that are not active by default, and are discovered once those settings are turned on. In all cases, there are steps you can take to quickly troubleshoot the problem.

Activate Safe Mode. If the problem disappears, you will know that the issue is either with your theme or with one of your plugins. At that point, you can debug Safe Mode to rectify the issue. This may involve contacting the plugin or theme developers for support.Clear all cache, multiple times if necessary, which includes browser cache, WordPress caching plugins, and server caches. Even if you aren’t using a caching plugin, your host may be caching your site server-side. Contact your host to have them clear all cache as well. Also test your site in an incognito browser to be sure your cache isn’t taking control.Contact Elementor support if any bugs seem to be strictly linked to Elementor.Once everything is working well on your staging site, only then should you update your live, production site. Follow these same procedures if anything goes wrong there. Of course, if all else fails, if you created a backup before updating, you can always restore from your backup to immediately get back to the way it was working before you updated.

Common Scenarios:

I don’t see any notifications to update to the newest version

There are several ways to force the newest update to become available. 

Please go to “Dashboard > Updates” and click the Check Again button. This will usually make the latest version available to you.If that didn’t work, you can try to deactivate your plugins (besides Elementor and Elementor Pro) temporarily, wait a few minutes, and then check to see if latest versions become available for updating. Once you get the update, you can reactivate the plugins.Of course, if neither of those work, you always have the ability to download the newest version of Elementor Core via our website or from wordpress.com, and you can download the newest version of Elementor Pro via your account at my.elementor.com. Once downloaded, simply upload it to “Plugins” on your WordPress Dashboard (after deleting the previous version).

I receive an error message when I try to update Elementor Pro

Some errors with updates occur when you try to update Elementor or Elementor Pro on your localhost installation. A possible fix can be found by installing the plugin: https://wordpress.org/plugins/fix-windows-compatibility/

When you receive an error message while updating Elementor Pro, you have to upload the latest version via your account on my.elementor.com, then upload it to “Plugins” on your WordPress Dashboard. Alternatively, you can also upload it via FTP. Please note that you have to delete your current version of Elementor Pro before uploading a new one manually. 

We have solutions for some of these error messages in this guide which will avoid you needing to upload Elementor Pro manually after each update.

Note: To avoid pitfalls, disable your optimization and caching plugins before updating Elementor or Elementor Pro. Please note also that some server cache can affect the update process of Elementor and Elementor Pro. This is rare but it can happen. You may need to ask your host to temporarily disable server cache so you can run the update.

My layout has been lost since the latest update

If the styling of your website is missing after updating Elementor, please try the following: https://docs.elementor.com/article/204-my-changes-do-not-appear-online

If this happens each time that you update, that means that the server cache of your website is preventing Elementor from rewriting to your CSS files. In this case, you have to flush the cache from your cPanel. You can also ask your hosting company to create a plugin for you which can flush the server cache automatically. This will avoid the hassle of going to each page and saving them again with Elementor. If you could not fix the issue, please contact your hosting company. 

Sometimes, it will be enough to click on the ” Regenerate CSS” button and/or to switch the CSS Print Method > Internal Embedding  in the settings and tools of Elementor on your WordPress Dashboard.

Elementor keeps loading or does not work properly since I updated the plugin

Plugin conflicts are a common thing on WordPress. We cannot guarantee that our plugin will play well with all the plugins installed on WordPress (more than 50,000) so If you cannot edit or if you experience any issue following an update, please try these troubleshooting tips.

If you could not solve the issue with the aforementioned troubleshooting procedure, you can contact us for further assistance. If your issue is due to a plugin conflict, please inform us and also report the issue to the support team of the conflicting plugin, as they will likely need to update their plugin themselves.

Also make sure that your server meets the requirements of Elementor (to avoid white screens of death, responsive issues, performance issues and PHP errors): Requirements

Elementor Pro Is deactivated when I rollback the Free Version

If you rollback the free version of Elementor for troubleshooting, the Pro version will automatically deactivate. This is intentionally done by the developers in case the two versions are incompatible. Simply reactivate the Pro version from Dashboard > Plugins and check for any errors. You may sometimes need to re-save permalinks and regenerate your CSS due to class changes.

Tip: Known bugs related to specific versions can be found here.

Note: If you do not want to troubleshoot by deactivating your plugins and switching to a default theme of WordPress or by following any of the previous troubleshooting steps, you can temporarily rollback the plugin in “Elementor > Tools > Version Control” on your WordPress Dashboard. Keep in mind that this Rollback functionality is a last resort, and while it is a useful tool for a quick fix, it is not a permanent solution. At some point, in order to upgrade, you will need to make sure all troubleshooting has been followed and fixes are in place. So it is best to rule out other issues such as caching issues (including server cache) and plugin conflicts before rolling back.

What are the License Keys Used For?

License keys are used to verify your purchase of Elementor Pro. 

It’s a vital part of getting help from the support team, and updates.

Can I Upgrade My License After I Have Already Purchased One?

You can upgrade your active Elementor Pro license through your Elementor account. When upgrading, you will only need to pay for the difference between your current license and the one you are upgrading to, based on a prorated price, depending upon how much time is left on your current subscription.

How to upgrade?

1. Go to my.elementor.com and log in to your account and click Subscriptions

2. Click on Upgrade

3. Enter your payment details.

4. Your license will immediately be upgraded. 

After upgrading, you’ll enjoy updates, support, and access to the premium template library (starting from the date you upgraded).

What Happens to my Site if I Cancel Elementor Pro?

Your existing project will remain intact, with all pages functioning as before if the versions of both Elementor Free and Elementor Pro remain exactly as they are at that moment in time. However, if you continue to update the free version of Elementor, but do not update Elementor Pro, then over time, the two will likely become incompatible with one another, and problems may occur. The code for Elementor’s free version is constantly being updated to add new features, fix bugs, and solve security issues. These code changes may eventually conflict with the old version of Elementor Pro that is not being updated as well. Canceling your auto-renewal of Elementor Pro means you will no longer enjoy our support team, updates, and access to premium templates which require renewal.

How Do I Get Premium Support?

Elementor Pro users get premium support from our team of professionals, and directly through their email. 

What is Premium Support?

Whether you’re just getting started or need assistance with advanced features, our Premium Support team is here to answer you within 1 day on average. Our paid users are given top priority in our customer experience system, with replies to their customer experience tickets taking precedence. In addition, support reps will offer to log into paid users’ WordPress dashboards and even their hosting control panels, such as cPanel, when required, in order to debug and solve issues. This service is not available to free users.

What is VIP Customer Experience?

In addition to Premium Support, we offer VIP Support for Studio and Agency plans. Need answers faster? Chat live with our VIP Support team and receive priority responses on your tickets in under 30 minutes, thanks to our advanced internal routing.

Have You Tried the Knowledge Base?

Although we are eager to help you, please be aware that we also offer extensive documentation and tutorials for every feature in our docs area. This is sometimes the quickest way for you to solve your issue. Go to https://elementor.com/help/ to search through the entire collection. If you’re seeing an actual error message, try searching for a few words of the message itself. For example, if you see a message that includes the phrase “Could not create directory”, type that exact phrase into the search bar, and you’ll get directed to a help document that gives suggestions for solving that issue. Likewise, searching for “500 error” would lead you straight to a guide for solving those errors.

Use Our Ticket System

Please note that our ticket system is email-based. As with all email systems, emails may occasionally not make it to their final destination, or may end up in junk/spam folders. If you do not receive replies from us within 24 hours, please first check your junk/spam folders, and then if there is still no reply, please contact us either via our Community or our chat. You can find our chat bubble at the bottom of our Contact page. It will look like this:

From there, we can determine what happened to your ticket and connect you with the support team.

Once we are in communication with you, if necessary, we may request login details / user credentials for certain issues so that our team of talented and trained technical service experts can solve the issues for you. Tickets are tier-based and some tickets may be escalated as needed to solve issues.

Please note that the access to the premium support is via your account on my.elementor.com. The support is for existing features only. Development issues (custom widgets and functions, custom code and CSS, BETA testing issues, compatibility issues with plugins you developed) have to be sent to our Github account.

How To Submit A Ticket

STEP ONE:

Log into your Elementor account at https://my.elementor.com

STEP TWO:

Click the FAQ & Support tab on the left menu and then click Find Solution under Support Center. Other options are also available to receive help from our Help Center or the Elementor Community.

STEP THREE:

After searching for answers already provided by Elementor, click the Contact Support button as shown below.

STEP FOUR: 

Choose a category to direct your question or issue to from the provided options.

STEP FIVE: 

Select the topic that best describes the issue you are having.

Step Six

Upload your system info for the team to better help you by providing them with your sites environment and error logs.

Step Seven

Fill out the support form with all the required fields. Give as much information as you can about the issue and steps you have taken.

Tip: Please remember to check your Spam mailbox periodically if you don’t receive a reply. 

Note: We strongly recommend that you backup your website before contacting support.

Tips for Getting Fast, Accurate Support

Are you an Elementor Pro user? If so, please make sure you use the same email address in your support ticket that you used when you purchased Elementor Pro. This will enable the system to match you up with your Pro account, and that gives us the ability to provide you with the Premium level of support that you paid for. 

In your initial support request, please be as detailed as possible so we can understand the issue. 

Here are some tips that help us help you:

Give us links to the pages that have the actual issue happening right now.Show screenshots so we can visualize the problem.If the layout looks different in the editor than it does on the live site, show screenshots of both.What’s even better than screenshots? Video screencasts!  Loom lets you create a free screencast where you can show us exactly the steps you are taking and you can explain it as you go. No matter how much detail you provide us, even with screenshots and screencasts, there are many situations where the only way we can take the troubleshooting to the next level is to be able to log into your WordPress admin area, using an Administrative-level user account, so we can fully investigate, and hopefully solve, the problem. We may ask you for your wp-admin administrative-level credentials, but you can be proactive and include that in your initial ticket if you’d like to save some back and forth communication time. Please include the following information:

The wp-admin URL, such as www.yourdomain.com/wp-admin (this may seem obvious but some users have the admin URL set up differently).The administrator-level username to login withThe password to log in withOccasionally, we may even need access to your server’s cPanel account, so we can troubleshoot server setup issues. You can get this information from your host. We will need the cPanel’s URL, its username, and its password.  

Note: Once we receive credentials, we will begin troubleshooting, which may involve steps such as temporarily deactivating plugins or themes, so that we can test for compatibility issues. If you do not wish us to troubleshoot on your live site, then you should create a staging site, which is a duplicate test site, and give us credentials to this staging site instead. Several major hosting platforms like WP Engine or SiteGround offer services that create an online staging site, or you could also use a plugin such as WP Staging or WP Stagecoach, to do the same thing.

What do we support?

We support issues related to the current features of the Elementor plugin. 

What don’t we support?

Officially, we don’t support 3rd-party themes or plugins, even if they are Elementor addons. However, we do try hard to provide free support for this whenever possible. Precedence, of course, is given to issues that are linked solely to Elementor. So, while we may try to help solve a compatibility problem, please understand that it may take time and ultimately we cannot guarantee that we can resolve it, as the solution may require the 3rd party to make changes on their end. For that reason, you should report the problem to the 3rd party as well. We strive to make Elementor as compatible as possible with 3rd party plugins and themes, but we cannot control the 3rd party’s code. If you find conflicts, please report the problem via the relevant support channel for either the Free or Pro version of Elementor. You can report problems with the free version at the WordPress repository support channel and you can report problems with Elementor Pro via your Elementor Pro account dashboard.Although Elementor acquired the Layers theme in January 2019, all customer experience for the theme is handled by the Layers User Community. You can read more about the terms of the acquisition.We don’t support custom code or custom CSS. We recommend joining our Elementor Community on Facebook. Our tens of thousands of members may be able to help you create or troubleshoot custom code.We do not give general WordPress support. You can find resources and answers around WordPress in the WordPress.org forums.We do not provide SEO consulting. Please contact an SEO expert for these matters.