Empty Cart After Adding Product to Cart on Mobile

YordiMNL
Tourist
9 0 2

Hello,

When a customer adds our product to cart, they're being redirected to an Empty Cart Page saying "Your Cart Is Empty".


This problem is costing us sales.

I can't find a solution to this so I would love a quick reply from somebody who knows the answer to solving this problem!

Kind regards,
Yordi

Replies 3 (3)
Kimi
Shopify Staff
Shopify Staff
892 112 160

Hi, @YordiMNL.

 

Can you link your website for us here please, just so that we can also test this on our end?

 

In the meantime, have you also performed some local troubleshooting? If not, you can follow the steps below to see if it'll resolve this issue:

 

  • Access your storefront via an incognito window and test the add to cart button
  • Or, you can use your usual mobile browser but to clear the browser's cookies and cache prior to testing the add to cart button
  • You can also try a different browser. For example, if you or your customers are using Safari, you can try accessing the website preview on Chrome mobile
  • You can also try to use another mobile device, if available

 

Let me know how this goes!

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

YordiMNL
Tourist
9 0 2

Hello!

The link of our product page: https://gomonthlies.nl/products/the-crampslayer%E2%84%A2-menstruatie-warmteband-voor-kramp-pijnverli...

We have tested it on different mobile phones (apple and samsung) and both got the same problem. But sometimes it does work on google chrome though. But it's certain that some different customers face this problem.

Kimi
Shopify Staff
Shopify Staff
892 112 160

Thanks for confirming, @YordiMNL.

 

I've tested this on my mobile device, using Safari as my browser, and was able to add the product to cart successfully, as seen below:

 

25-23-89205-5970.jpg

Do you perhaps have a third-party app installed that's controlling your product, add to cart buttons, or cart page?

 

If this is the case, you can try to temporarily disable the app's features if it's available to do so within the app, to see if the issue will be fixed. To further troubleshoot, you can also try and install a fresh copy of a Shopify theme by going to Online store > Themes > Explore free themes and select a theme to add to your library. From there, click on Actions > Preview, and you can then test the add to cart button to see if it'll allow you to add the product to cart.

 

If the issue doesn't persist on the fresh theme, chances are a third-party app may interfering with how the add to cart button is meant to function. If you or a developer working on your store have made any code changes recently to your theme, the newly added code may also be the cause of this issue.

 

If you'd like further assistance to investigate the issue in more detail, you can contact our Live Support team so that we can securely access your account from our end to continue troubleshooting. We aren't able to do this via the Community Forums at this stage, due to security reasons, but you can reach out to our Support team by logging in to your store via the Help Center here. Once logged in, 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.

 

Can you confirm which theme you're using for your store? It looks like it could be our Dawn theme, with a few modifications made to it? If you're using one of our Shopify themes, our Live Support team can also get in touch with our Themes Specialists in case we need specialized support to look into the theme's code. Just a note however that if your theme has been heavily modified and includes a lot of third-party codes, our scope of support may be limited. So you may also need to reach out to your developer or the third-party app's Support team, depending on the issue. But do get in touch with our Live Support team to begin with, so that we can help perform some more initial troubleshooting on your store.

 

Apart from this issue, how are things getting on with your store? I can see that you have a timer on your website counting down to your Black Friday sale, it's such a great idea to have this implemented on your header. Remember to also notify your customers of this discount you'll be offering them! An effective way to do this is via email marketing — if you need some help in this department, we have a couple of great blogs for some email marketing tips you can look into, feel free to have a read of them below:

 

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog