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Changes in theme not carried over to website

My web designer is trying to customize the theme for my website (color changes, etc.) and she is not able to get any of the new theme settings to carry over to the website no matter how hard she tries -- and she's tried multiple approaches.

We are using Wordpress 5.1.4 and BeTheme version 21.5.2.

She also could not log into this area to submit this ticket on my behalf -- which pretty much renders her helpless in her work on my site.

Please advise. Thank you.

Joy Carlson

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