Hi,

I'm not clear about the issue.

Please deactivated all plugin ( excrept plugins come form the theme and try it again ) - If it work, let's enable each plugin to check what's plugin caused this issue.

If it doesn't work,  let's send me your website managment information ( admin url site, username and password ) in order for me to have access to know the exact issue. We will take it a look on this help you.

Best Regards,

PenciDesign