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If you are reporting a problem, please remember to provide as much information that is relevant to the issue as possible.

Most questions can be answered in our documentation tutorials or by performing a search. Please always make sure to search those areas first for your topic before creating a new ticket.

Frequent Customer Queries

Don’t skip this section. It can help you to find the answer to your question/issue in no time, without the need to create a new ticket.

Where do I find my item purchase code?

Login to your Themeforest marketplace account ( and navigate to the ‘Downloads’ section, or if you have just purchased any SmartWpThemes items then check your email inbox for the Envato email purchase confirmation that does include the item purchase code.

Not able to activate theme via theme dashboard?

If you are having a problem something like; when clicking the green “activate license” button, a new window opens and closes very quickly, then a green circle is seen rotating and that’s it.

This usually happens when some browser’s extensions/addons block our activation popup. As a solution, you can try to disable browser extensions or just try to use a different browser for this operation.

The package could not be installed. PCLZIP_ERR_BAD_FORMAT (-10) : issue

The package could not be installed. PCLZIP_ERR_BAD_FORMAT (-10): Unable to find End of Central Dir Record signature

If you are getting messages like above while auto-upgrading the plugin, then please follow the manual process for upgrading the plugins.

  • Login to
  • Go to Download & while downloading manual files click on “All files & documents”
  • Extract the download file you will see the file structure like below;


  • Once files are extracted, click on Install. You will see all the required & recommended plugins.
  • Now just login to your WordPress site and go to “Plugins> Add New” to upload the plugin.

NOTE: DO NOT bump your thread or it will take 2x as long to get a reply, please be patient for us!

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