[Support request] Menu not working on mobile and tablet

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    I have a website where the menu is no longer working on mobile and tablet devices. They appear as a blank page, and the phone number is suddenly ill-formatted and not working.

    As well, I can’t seem to update the GP Premium update. I keep getting a “Update failed. Download failed. Unauthorized” message. So the current GP version is 18.3.

    Any help or guidance is appreciated.

    Thank you.

    Customer Support

    Hi there,

    – Looks like you just need to change the colors a bit:

    Have you tried the settings in Customizer > Colors > Off-Canvas navigation?

    – This should help:


    The update issue is fixed—thank you.

    It appears the color settings aren’t the issue.

    When I click on the menu, first the page goes blank, and then when I click and try to call the number at the top, the number is in an odd format and doesn’t, in fact, call the number I’ve entered into the site in the first place. This is what I’ve entered to create the hyperlink: tel:+(4349784888)

    Thanks so much.


    Okay, I got the phone number working by adding a “1” after the “+”.

    The menu still appears blank, so I’m back to trying the off-canvas color settings.

    I’ll update unless I hear from you first.


    Okay, that menu is simply not working on mobile. Working with the off-canvas color customizer isn’t doing anything. It’s as though the menu is stuck in place.

    Can you help?

    Thank you.

    Customer Support

    Can you first disable site ground optimizer so I can actually see the source code better?

    Make sure to disable any other caching plugins you are using as well.

    I’m also seeing that the menu item height for mobile is set to 150px which is huge. Can you reduce that first?

    Let me know 🙂


    I’ve disabled SG Optimizer as well as WP-Optimize.

    I’ve changed the mobile menu item height to 40px.


    Customer Support

    Actually, I just noticed that you aren’t actually using the off-canvas menu for mobile at all.

    Can you go to Customizer > Colors > Primary Navigation and make sure the text is set to something other than #fff?

    I’m still seeing the menu item height of 150px. Try changing the setting under Layout > Primary Navigation > Menu Item Height:

    Lastly, can you enable us to use right-click so it’s easier to debug for you?

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