[Resolved] Need to reinstall the Toolset Type I bought. my site has lost publications.

[Author]

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[sophieB]

Tell us what you are trying to do?
My type of publication "project" are lost. The plugin in the WP menu is gone as well as the type "Project".
The only set I can find to download is otgs-installer-plugin.3.0.3.zip.
The installation of the plugin goes well, but my key received in 2015 is not accepted.
What's wrong ?

What is the link to your site?
hidden link
hidden link

[sophieB]

Please reply my precedent question. It is urgent !

[Minesh]

Hello. Thank you for contacting the Toolset support.

*** Please make a FULL BACKUP of your database and website.***

What if you try to delete the existing Toolset Types plugin and from your plugins page and then try to download the latest Toolset Types plugin from your Toolset account's downloads page:
=> https://toolset.com/account/downloads/

Once you download the latest Toolset Types plugin then you should upload it via plugin's page and activate it - does that helps?

[sophieB]

Thank you for the reply. I did all that procedure : delete existing Toolset > download from my account > installation ... But my "Site key" is still not accepted. Please have a look on the image that combine a print screen from both my Tooset account and from my WP Extensions manager.

[sophieB]

Hi, the situation is stressful. Please help !
I worry to not recover my "project" types, even if the Toolset is correctly reinstalled, if the customisation is lost.
How can I fix the problème.
Thanks for quick reply.
Sophie

[Minesh]

I understand how stressful it could be.

Can you please send me admin access details and let me investigate whats going wrong with your setup.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[sophieB]

Please send me an email adress so I can invite you as member of WP and admin staff.
But the first question is : how to get my key accepted in Toolset plugin !

[sophieB]

Before you enter my website, could you send my a new valide key et fix why my key is not accepted ? Thanks.

[sophieB]

first problem is that (see image)

[Minesh]

I'm not sure why the site key is not accepted.

Have you tried to delete the existing site key and try to generate new one and try to register it? If yes, then I will require admin access details to see whats going wrong with your setup.

You can create a user with any email address and send me username and password.

I have set the next reply to private which means only you and I have access to it. If you still need my email address then here you go: minesh.s@onthegosystems.com

[sophieB]

Hi, I need to go now for a couple of hours. hope you can fix the key problem until then.
Thanks,

[Minesh]

But where I can see the admin access details? I do not get it yet.

[sophieB]

Toosel was totally away and instaled again, as recommanded before. Thanks for email. I send you an invite in my WP.

[sophieB]

I think you can see my account as customer of Toolset, don't you ?

[Minesh]

No - we do not have that rights. It would be great that as per support policy you can share the admin access details here in private reply so when you mark ticket as resolved the private details you shared will be automatically removed.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin and FTP) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.