Shopify Inbox Keeps Pop out, cannot be closed, customer unable to checkout

[julianchen]

Recently, many customers reported the shopify inbox chat window always pops up automatically and cannot be closed, it covered the whole page on mobile device, which makes it impossible for customers to  check the product page and checkout.  Even if the web page is refreshed, it will pop up again automatically.

I tested it on iPhone 14, as long as you click the chat bubble once, it will pop up automatically and cover the entire window, and there is no close option, and there is no response to clicking the menu. Even if you refresh the page or even restart the phone, it will still pop up automatically.

Can someone tell me how to solve this problem?
I tried uninstalling the inbox and reinstalling it, but the problem has not been resolved.

[Kimi]

Hi, @julianchen.

Can you share a link to your store, so that I can also test this on my end?

In the meantime, I recommend troubleshooting using the following steps too, if you haven't already done so:

• Try the chat button via an incognito window
• Or, you can use your usual browser but to clear the browser's cookies and cache prior to testing again
• You can also try another browser. For example, if you're using Safari, you can try accessing your website via Chrome, if you have it installed on your phone
• You can also try to use another mobile device to see if the issue still persists

Let me know how this goes!

[Dascalargo]

I was just notified that we're having the same problem, but it's not just iPhone. The person who called it to my attention was using an iPhone (not sure which), but I checked on an Android and have the same problem. The Inbox chat can be opened, but then there is no way to close it. I get the same result with Chrome for Android and the standard Android Internet app.

The site is RepurposedGallery.com

[Kimi]

Hi, @Dascalargo. Thanks for reaching out about your issue.

I've just tested your store on my laptop using Chrome, and I was able to close the chatbox just fine as seen below:

I am, however, seeing the same issue you mentioned upon testing the chatbox on my iPhone via Safari, even on incognito mode. Because of this, we'll need to take a closer look at your store from our end to further investigate the issue.

 

We won't be able to do this via the Community Forums however, due to security reasons. So we'll need you to contact our live support team by logging in to your store via our Help Center here. Once logged in on the Help Center, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team can then troubleshoot the issue in more detail from here, and they can also liaise with our technical specialists on your behalf if further assistance is needed. 

[Dascalargo]

I referred to iPhone and Android, Kimi. Mobile platforms. Not laptop.

I have already submitted a ticket. Unfortunately, the response I got was similar to yours, completely ignoring that I was talking about phones, not laptops, so now I'm waiting again for a response.

[Kimi]

@Dascalargo 

As mentioned in my previous reply, I have also tested the issue on my end via iPhone and am seeing the same issue of not being able to close the chatbox too.

I have also just seen a couple of other reports about this on my end. For those stores the issue occurred due to a third-party app that was recently installed on their store, as a code from the third-party app was overriding the Shopify Inbox chat widget. This won't be the case for all stores however, so it's best to await our live support team to look into the issue further on your store specifically. They'll be able to cross-check and investigate the issue with the necessary internal teams.

Thanks for your continued patience! 

[Darius90]

CRAZY. 8 months and no solution. Some people are using this app and losing sales because they don't notice the problem. IT DOESN'T WORK ON IPHONE! Because of Cross-Website Tracking. Around half of the users use iphones.  But instead, just app doesn't work it makes it impossible to use your website. People should SUE shopify for this kind of negligence

[love5]

Having the same issue. Did you find any fix?

[Kimi]

Hi, @love5.

Thanks for reaching out in our Community Forums. I'm sorry to hear you're experiencing the same issue with your Shopify Inbox chatbox.

Have you managed to contact our live support team about this situation? If not, this will be your next best step, as our internal technical team may need to be pulled in so that they can help investigate the issue.

For further context, issues like these typically occur due to code interference. If you have any third-party apps that has been recently installed on your store, or if any code changes was recently made on your theme, then any of these newly added components may be the cause of this issue. Because this will differ for each store though, to help specifically troubleshoot this for your store, we'll need you to contact our live support team so that we can securely authenticate you against the correct store.

You can use this link to start the contact process with our live support team via the Help Center. It'll prompt you to login to your store, after which you'll need to select a topic that best fits your query — in this case, you can select Apps > Installed apps. From there, you'll be able to select your preferred contact method of either live chat or email. A callback option may show up as well, but this one is dependent on our team's current contact volume.

Once connected with our live support team, they'll be able to perform some initial troubleshooting on your store. If further assistance is required, our technical specialists can also be brought in to investigate your store in more detail.

[Dascalargo]

Hi @love5,

Tke @Kimi's advice and submit a ticket. In our case, we had tweaked the appearance of our home page, which included moving the chat button up to avoid blocking the cart drawerbuttons. W hile this worked well on computer screens, it caused our problem on mobile devices. Undoing those tweaks resolved our issue.

Good luck!

[cmp2]

This why I love community forums. I know this is old but thank you for posting what was causing the problem for you. As I also had done custom CSS to move the bubble/button up to not cover my mobile nav bar and that is what caused this issue (hiding the close button on mobile).

Thanks very much for posting this. Saves me time personally debugging (which I already spent some time doing and was getting aggravated) and reaching out to support.

[Rianne_Zuijderd]

I have the same issue, have you been able to resolve this yet? If so, how? Thanks!

[Dascalargo]

@Rianne_Zuijderd, see my last message in the thread. In our case, it was caused by something we did.

[love5]

Unfortunately, no. I had to disable it. Customers were complaining a lot.

[theducknot]

Seems like I am also to disable it again sadly