Why is my mobile shipping option not working properly?

[GRcollection]

Hi, have my account set up so that it should give two UPS options to my customers for shipping. Seems to work fine when I test it on my desktop computer but when I try to order on mobile it gives me the error "Shipping not available your order cannot be shipped to the selected address. Enter a different address." This is using the same address. Seems to be across the board it won't give shipping to mobie users? No one can order from my site, need help!

shopgrcollection.com

[Olivia]

Hi, @GRcollection!

Welcome to Shopify Community.

Thank you so much for connecting with us and sharing your question. I was happy to lend a second pair of eyes and test this out on my end to rule out any local issues.

For context, I used this product from your site as my test subject and a generic United States address. You will likely find both of my test in your Orders > Abandoned Checkouts if you'd like to recreate the same environment on your end. I was presented with a shipping option on both desktop and mobile sites, which means there is likely something else going on.

For insight, a mobile version of a website is simply a responsive version of the desktop one. That means nothing actually changes in the site itself, just the user experience does. Essentially, there is no reason that we can narrow down that would cause a different result on a phone vs a desktop for shipping options.

With that being said, please consider the following:

• are you using the same test product
• if a particular product is causing the error, then it likely exists on the desktop version too - you may simply need to add some shipping profiles for the product in question
• does the issue persist across other devices and networks
• if so, can you show me some examples of the address and product you are using, along with some screenshot examples

I hope that helps us narrow down what is causing this and I look forward to hearing back from you.

Warm regards,

[JS03]

Hi Olivia

I'm having the same issue like @GRcollection

The same product works well on desktop version, but showing the following message at mobile version (the customer screenshot it to me, I thought it becuase he put the wrong postcode, but not. I've tried using the same address on desktop and mobile, mobile version showing "shipping not available")

Can you please have a look and inform me how to solve it? Thanks

[Olivia]

Thanks so much for joining our thread and sharing your question, @JS03!

I don't see your website linked in your reply so I'm unable to test this on my end to replicate your experience. Can you please share your store URL along with a screenshot of the checkout on mobile and desktop with the same address?

I realize you mentioned it works on desktop and not mobile, though this screenshot looks more like a desktop version. With that context, I can attempt to replicate on my end and offer some insight after testing.

Warm regards,

[JS03]

Hi Olivia

Thanks for reaching out. The Store is:
EaseWear Adaptive Clothing NZ8e3f76-2.myshopify.com
Now the issues appear not only for the mobile, but for laptops as well.
Here is the screenshot from customer:
[image: image.png]

I've tried by myself, it seems working ok on google chrome; but if I'm
using Microsoft Edge, here's the issue as attached.
Microsoft EdgeVersion 121.0.2277.112 (Official build) (64-bit)

Hope it helps you figure it out. Should you need anything, please let me
know.

Thanks

Jiong

[Olivia]

Thanks for getting back to me, @JS03!

I visited the store URL you shared though it says that the store does not exist. Did you perhaps share the wrong URL with me at all? Please keep in mind I cannot look up your account in the back end due to security issues, therefore, I am limited with being able to look into any authenticated resources.

With that being said, I also don't see any screenshots successfully attached to your reply. Considering the amount of time that has passed and the pending issue, I encourage you to connect with our Live Team directly so we can further troubleshoot this with you. 

For context, if there is a shipping set up issue it will be apparent across all browsers and devices. That can be resolved by reviewing the shipping profiles for the region in question. 

We look forward to supporting you,