Why are my active carts continuously rising with minimal visitors?

[Vcanoy]

I currently have 36807 active carts with 5 visitors and the active carts keeps rising. This has been happening for a few weeks now. I went to email about it and I don't have the option. Anyone else having this issue?

[linesand]

You mean like abandoned carts? 

[Vcanoy]

No, under customer behavior - live.... active carts ticked up for a while. It is currently showing correct now but every now and then it shoots up to over 1000 open active carts. 

[Mac]

Hi, @Vcanoy!

Thanks for reaching out in our Community forums and for sharing your concern, I’d be happy to help.

I'm sorry to hear that you have been experiencing this. While there can be various factors causing this, we’ll need to access your account in order to gather more information about the issue. While we’re not able to provide account-specific support via Community Forums at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request.

Feel free to provide any updates via this thread!

[Mac]

Hi again, @Vcanoy!

I hope your day is going well. I just wanted to check in with you to ensure that you receive the support you may need. Were you able to flag this error to our support team? This way, our developers will be able to gather more information regarding what is causing the number of active carts to spike. 

Thanks again for your patience! 

[vacationgrabs]

Did you ever get this resolved? It has been happening to my store for at least a month and it’s everyday. My active carts will show 15 but no one in my store or only a handful of visitors. It is happening every day and various times and is making me quite nervous. Could this be hackers, real traffic from a referral site or missed sales from a technical glitch? 

[Mac]

Hi there, @vacationgrabs!

Thanks for joining this thread. 

I understand that you are experiencing similar issues with your analytics, and I would like to gather more information about this problem. Is this issue occurring specifically in the Live view section of the analytics within the Shopify Admin? Additionally, are you also encountering the same problem when viewing your Google Analytics? It would also be helpful to know if you have any integrations with our cart or checkout page, such as a Google Merchant Center shopping cart link, that could potentially be causing this issue.

We would be more than happy to continue assisting you through the available contact methods in our Help Center. If you see the chat assistant, you can ask to contact support, and it will guide you on the next steps to connect with a team member. Once you get in touch with support, we will be able to take a closer look at your specific situation and provide further assistance.

Please feel free to reach out if you have any additional questions or concerns. We look forward to resolving this issue for you.

[vacationgrabs]

Hi Mac,

Thanks for responding to my Active Carts response. To answer your questions; Yes, it's specifically happening in my Shopify live view. No, I don't see the same problem in my Google analytics. I do not have any cart or checkout page integrations with any 3rd party apps or gmc link. I will reach out through chat assistant for help. Thanks

[Sawanxi5]

I'm also getting the same issue.

[vacationgrabs]

Chat Support just responded to the issue: Gotcha, so this post was from 2 years ago and a lot of improvements have been made. With that said, this is an observed behavior pattern for bots as they use the same checkout token to initiate several checkout sessions. Which explains why you get increased active cart numbers. This is an issue that the developers are aware of and are constantly improving.

[Mac]

Hi, @vacationgrabs!

Thank you for following up in this thread!

I appreciate you for bringing this case to the Help Center so that our authenticated support team could gather more information. Our developers are actively working on improving this issue to provide a better experience for our merchants. We appreciate your patience and understanding as we continue to make progress to address this issue.

If you have any further questions or concerns, please feel free to let us know.

[saurabh-legend]

Hey @Mac Thank you for responding here.

Is there any update on this issue?

This is the number from half an hour ago on our site. It has now gone back to our regular cart numbers.

[AndromedaEyes]

I am also having this issue for the past 2 days. Yesterday I had just over 500 active carts for about 20 minutes, then it gradually began to decrease. Right now I have 112 active carts with 4 people live on the site. What is happening?

[RGTA]

Experiencing the same issue. Have 3000+ active carts and only 7-10 visitors. Happening since 10 days now. Everytime i reached out to shopify support they fixed it and then after two days it started again. Whenever the issue happened my sales and add to carts dropped to ZERO. as soon as its fixed the sales went back to normal. Not a dependable platform. I am tired of asking shopify to fix it everytime and losing sales because of it. best option i see is to move to a different platform. SHOPIFY is not what it used to be 3 years back . There are. a lot of bugs on this platform which actually effects sales and you are in a way burning money on marketing especially for smaller enterprises or business starting out. i have been struggling with this issue for whole of this year and my business has grossly suffered.