Hi there!

Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience caused.

To assist you more effectively, may I kindly request temporary administrative access to your site? This will allow me to thoroughly investigate and resolve the issue for you.

Before sharing the credentials, I strongly recommend taking a complete backup of your site to ensure all data remains secure.

Looking forward to your response.

Best regards

Ive provided admin login details

Hello,

The email address currently used in the SP Page Builder license settings does not appear to have an active plan associated with it. Could you please recheck the email or update it with the one that has an active subscription?

Please let me know once it has been updated.

Best regards

In case of emergency always start from > https://www.joomshaper.com/documentation/sp-page-builder/troubleshooting

Yes, it must be Email used for your purchase