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Hello @deafaotearoa,
Unfortunately, the plugin in question is a paid one and it is not possible to perform tests on our end. Without being able to test using a clean environment we can not provide much information on why the issue occurs. If the website in question is hosted with our company feel free to contact us via a support ticket and our technical support staff will take a look at the issue further.
Best Regards,
Simeon Boev