Hi Sandrine,

Thanks for contacting us here.

You can try unzipping the Premium file then upload it via FTP to solve this issue.

If you still can't make it, please provide us with your site link and admin login info for our developer to work on. We will log in and make the changes for you. 

If you are hesitant about sharing the live site credentials, you can create a staging site for us as well.

Refer to this guide for more instructions on safely sharing credentials: https://wpclever.net/faqs/sending-secure-login-information.

Note: DON'T send the credentials via our inbox. Instead, paste it here since your email to us might get lost while everything sent via Private tickets here is encrypted. 

After receiving your information, I'll proceed to the next step.

Best regards.

PS: I have changed this ticket from Public to Private to protect your data privacy. Feel free to share and discuss sensitive information from now on.