anomalous betheme assistance

i bought the betheme theme, i have a problem inserting icons.

I contacted betheme support (included in the cost for 6 months) this is the answer:

"Hey,

Please send us WordPress dashboard access privately thru the contact form, which is on the right side at http://themeforest.net/user/muffingroup#contact and we will check what might be the reason.

Notice!

Please attach a link to this forum discussion.

Thanks "

I cannot provide login credentials, I am not authorized.

do you think this is correct?

Sharing the login details for the Wp-Admin would save time for both you on the author ( support ) as you may be forgetting some configuration/set-up on the theme

I haven’t actually configured anything abnormal. the theme has also been reset: S