Troubleshooting

Troubleshooting

Use this guide to quickly diagnose and fix the most common issues when working with Sameness. If something doesn’t behave as expected, start with the relevant section below.

Installation & Activation

Theme won’t upload or install

What you might see
• Error when uploading the ZIP file
• Theme doesn’t appear in your themes list after upload

Things to check
• Make sure you are uploading the correct theme ZIP file (not the full download folder).
• Confirm you have permission to install themes on this WordPress site (some roles are restricted).

If the issue continues
• Try installing via your hosting file manager or FTP.
• Contact your host to confirm there are no upload or file-size limits blocking the theme.

Theme installs but can’t be activated

What you might see
• Error message when clicking “Activate”
• White screen or broken layout immediately after activation

Things to check
• Deactivate any unused or legacy themes and plugins, then try again.
• Clear your browser cache and reload the dashboard.

If the issue continues
• Temporarily disable all plugins, activate the theme, then re-enable plugins one by one to find any conflicts.

License key not activating

What you might see
• “Invalid key” or “Unable to verify license” message

Things to check
• Copy and paste the license key exactly, without extra spaces.
• Confirm you’re connected to the internet and your site can make outgoing requests (some security/firewall setups block this).

If the issue continues
• Check whether the key is already in use on another site.
• Contact support with your license key and site URL so we can check it on our side.

Page Editor & Blocks

Blocks not showing in the editor

What you might see
• Sameness blocks missing from the block list
• Only default WordPress blocks visible

Things to check
• Refresh the editor page.
• Make sure the Sameness theme is active.
• Deactivate any page-builder or block-pack plugins that might override or hide blocks.

If the issue continues
• Create a new test page and check if the blocks appear there.
• If they don’t, contact support with screenshots of your editor and active plugins.

Block customizations not updating

What you might see
• You change a setting, but nothing happens
• Styles only update after multiple tries

Things to check
• Click Save on the page, then refresh the editor.
• Check if there are duplicate blocks stacked on top of each other.

If the issue continues
• Note down which block type is affected and what you tried to change.
• Contact support with a short screen recording, so we can replicate the issue and fix them

Editor feels slow or laggy

What you might see
• Delays when clicking or dragging blocks
• Editor freezing for a few seconds

Things to check
• Close other heavy browser tabs.
• Try a different browser (Chrome usually performs best).
• Disable any browser extensions temporarily (especially ad-blockers or script blockers).

If the issue continues
• Check if the issue happens only on a specific page (e.g. a very long guideline) or on all pages.
• Share details with support so we can suggest optimisations.

Pages & Navigation

New page not appearing in navigation

What you might see
• Page exists and loads, but doesn’t show up in the site menu

Things to check
• Make sure the page is published, not a draft or private.
• Go to your menu settings and confirm the page has been added to the correct menu.
• Check if your navigation is set up manually (custom menu) rather than auto-listing pages.

If the issue continues
• Remove the page from the menu and re-add it.
• If you’re using multiple menus (e.g. header and footer), make sure you’re editing the right one.

Clicking a menu item leads to the wrong page

What you might see
• Wrong content loads when clicking a navigation link
• Multiple menu items seem to point to the same page

Things to check
• Open your menu editor and verify each item’s URL and page mapping.
• Remove and re-add any item that looks duplicated or incorrect.

If the issue continues
• Check for redirect plugins or rules that might be changing URLs.
• Share a list of affected links with support.

General Issues

Changes not visible on the live site

What you might see
• Page looks updated in the editor, but not on the public URL

Things to check
• Confirm you clicked Update / Publish on the page.
• Refresh the live page hard (Shift + Reload).
• Clear any caching plugin or CDN cache if you’re using one.

If the issue continues
• Try opening the page on a different device or network to rule out local cache.
• Share your URL and recent changes with support.