Add to cart button not working in Chrome

[glassyrockarts]

I have had my store on Shopify for several years. No major changes to code. Installed a couple of apps, but nothing that should've hit the add to cart button.

A few customers recently notified me that the add to cart button was actually not working. During some troubleshooting today with Shopify support, it seems that it is chrome, and it does not work on multiple devices. Multiple networks. Unfortunately Shopify was not able to replicate this when they duplicated my site. Updating Chrome and clearing out cache and cookies does nothing. I can add one item to the cart occasionally, every 10th or 20th try, but then cannot add any other items.

Does anyone have any suggestions on how to fix this? Because it is multiple people in multiple parts of the country, all using what I think is chrome, I am at a loss as to how to fix. I can replicate, but I don't know what is causing it. Shopify is resetting my site over the next 48 hours, but I would like to figure out root cause so this doesn't happen again. 

[tim]

Would be nice to have a link to your store. Only guessing possible otherwise.

[glassyrockarts]

www.glassyrockarts.com. Thanks.

[ProtoMan44]

@glassyrockarts hey, thanks for posting here.
 can you please share the link to inspect it, thanks.

[glassyrockarts]

Thanks for the reply. The link is www.glassyrockarts.com. 

[DelightCart]

@glassyrockarts Can you please send me store URL to check the button issue.

[glassyrockarts]

Sure, thank you - it's www.glassyrockarts.com. 

[glassyrockarts]

Link to site is glassyrockarts.com

[glassyrockarts · Accepted solution]

I didn't get any traction on help here, but I did solve it myself. The problem did not resolve in the 48 hour period that Shopify promised it would. So I decided to start rolling back apps that I had installed in the last couple of months, one by one, until the add to cart button started working again. That worked. 

In case you're facing the same issue, this message is for you. 

[MS2024]

We are now also experiencing the same issue. Were you using Wholesale Gorilla by chance?

[glassyrockarts]

Sorry to hear that! No, I didn't have that app installed. 

[elizaRAFTP]

We are having the same issue, it just started this week. I have spent three days with Shopify support and they keep telling me it's not happening, or to clear my cache/cookies and I'm about to lose my mind with them. I have rolled back all installed apps, I've changed themes, they even told me it was because my International market was inactive and that it was my VPN (which I don't have). This is not the problem. I've had customers from multiple states emailing us about this problem it is not local to me, my computer or anything else they've suggested. It is only happening in Chrome browsers on desktop/laptop and in Microsoft browsers. It works on Safari and on mobile. I'm about to just close my store out of frustration and re-set it up. 

[Imogen]

Hi there, @elizaRAFTP. Thank you for taking the time to follow up on this thread regarding this 'add to cart' button issue you've bene experiencing. My name is Imogen. It's good to meet you!

Thank you for outlining your experience for us here! Just to set some expectations for you, we're unable to authenticate users here in the Community, so I'm unable to access your store or account details myself to do in-depth troubleshooting. I appreciate your understanding around this!

I've seen a couple examples of this over time, and typically it is a result of code, either from an app or a customization, impacting the ability of the button to be engaged with. Based on what you've described, it sounds like you've covered a lot of the usual troubleshooting steps here, especially with trying different themes, as using a fresh them with no apps or coding installed is usually a step used to confirm that the issue lies in the coding of the previous theme.

What I recommend you do is follow up on any ongoing support tickets you have with our Team on this topic, and very clearly outline that the steps you've taken to re-create this malfunctioning button. A key to our troubleshooting processes is being able to see if we can replicate what the reporter is experiencing. If you outline in your email what internet browsers are having the issue, and provide the URL for the page having the issue so our advisors can test replication, this will help our Team better identify the issue and it's potential cause, and then evaluate to see if an escalation is required to get this resolved for you. If you have examples from customers complaining about this issue saved or recorded anywhere, share those with the team via any ongoing email threads you have. Those examples are very helpful to us in confirming the issue!

[elizaRAFTP]

Thanks Imogen. I have outlined the steps I've taken so many times I am now just cut and pasting the same responses. They don't seem to read them. I have submitted the requested Loom videos of the problem, the developer code I'm seeing when I go to the Inspect view, etc. The current Shopify Support person (Matt) is telling me I'm not doing what he says (I have) and that there's nothing wrong. It is infuriating. I keep asking him to escalate to a developer and he will not. He is a Theme Support person and I don't think this is a problem with the theme. I have done everything you suggest here.