I was working on a previous ticket, they contacted me but I had difficulty resolving it.
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I've been working on it, but I don't see any progress. Thanks for the support, but I'm still at a mobile performance score of 25 and a desktop score of 60.
I am not satisfied with the damage caused to my website's speed or with the support I received, as their virtual support was unable to resolve the problem, and their human support is not responding. I require a refund.
Our apologies for the short delay in answering and the inconveniences with your website.
Indeed, I see the performance score of your website is currently far from ideal.
As a reference, please revise https://wpml.org/ on PageSpeed Insights.
You should see that this website currently has a mobile performance score of 60 and a desktop performance score of 94 while running the latest versions of WPML and our addons, plus many further plugins.
In fact, it might be that the low performance on your site might be even linked to another plugin, the used Child theme or Parent Theme, or error(s) on the site.
Can you please confirm if the score enhances significantly if you disable WPML for a short test?
If so, the issue is clearly linked to WPML, and I can offer to investigate this further, but it would be really helpful if you could set up a new staging site for this purpose.
Would this be possible?
- If not, please let me know, and we will try to find a different solution.
- If yes, please use the private reply form and provide me access to the site.
The private reply form looks like this: hidden link
When replying again, click "I still need assistance."
Video: hidden link
Please note that we are required to request this information individually for each ticket. We are not permitted to access credentials that were not specifically submitted on this ticket via the private reply form.
In case you still would like to ask for a refund, please use the form on the following webpage. Note that you have 30 days after purchase to ask for a refund, so we can still investigate and you could still request the refund afterwards, if still needed.