Please make sure you include the following information for quick and smooth support:
Link to your site.
If something isn't working, please send us a link to the page where it isn't working.
Include a WordPress login
The fastest way for us to help is for us to view your backend setup.
Name/alias of your slider or grid.
For example, if you have 10 sliders created, please tell us the name of the actual slider you're having trouble with.
Prepare your installation
Disable your other plugins and switch to the TwentyFifteen theme before you create the ticket. Please test this before opening your ticket so we can know if there's a conflict that needs to be resolved.
Providing all of the information above is the fastest way to get support!