👉 Important Notice: Granting temporary admin access is not mandatory, but it is extremely helpful for our support team to quickly diagnose technical issues. Please do not share credentials if you are not an authorized person or owner of the website.

⚠️ Recommendation: We strongly recommend taking a complete backup of your WordPress site and database before sharing administrative or server access.

Prerequisites for child theme demo import requests

If you are requesting our support team to perform a Child Theme Demo Import on your website, please ensure the following requirements are met before sharing site access:

• Fresh WordPress Installation: Provide access to a clean/fresh WordPress setup.
• No Third-Party Plugins: Ensure no extra third-party plugins are installed or active, except mandatory plugins required by the child theme (e.g., WooCommerce).
• Latest Divi Theme Installed and Activated: The main Divi Parent Theme must be updated to the latest version and installed on the site.
• Child Theme Installed & Activated: The specific Divi Extended Child Theme must be uploaded, installed, and activated in Appearance > Themes.

Steps to create a support account

1. Click on Add New under the Users section.
2. Enter a username. Can use diviextended or anything you like
3. Enter [email protected].
4. Enter the first name as Divi (optional)
5. Enter the second name as Extended (optional)
6. Click to Generate Password. You can also enter in the field below.
7. Select role as Administrator.
8. Click Add New User

After creating the account and sharing the required details, please reply to your existing support ticket to let us know that the access has been shared. This helps us get notified and begin investigating your website as soon as possible.

Note: Once the issue is resolved, please delete the account you created for us from your website.

Providing FTP/SFTP Access

In some cases, troubleshooting may require us to make changes directly to plugin files or investigate server-level errors that cannot be accessed through the WordPress dashboard. For such situations, we may also request temporary FTP/SFTP access.

If we ask for FTP/SFTP access, please share the following details:

• Host/Server Address
• Username
• Password
• Port (if different from the default)
• Protocol (FTP or SFTP)

You can usually find these details in your hosting control panel (such as cPanel, Plesk, or your hosting provider’s dashboard). If you’re unsure where to find them, your hosting provider can assist you.

Before sharing FTP/SFTP access, we recommend creating a complete backup of your website.

FTP/SFTP access allows us to safely investigate server-side issues, review error logs, and apply temporary fixes when necessary, especially in cases where changes cannot be made through the WordPress admin area alone.