Why are the add to cart buttons not working on my Prestige theme?

[MoniaBN]

Hi,

the add to cart and buy now buttons are showing but are not working both from mobile and desktop. Using Prestige theme.

I got my wallet stolen and had to freeze and replace my cards. I've updated the payment method on shopify but it's still not working.

Any idea of how I can sort this and the two facts are anyhow related?

Website: coolbambi.com

Thanks!

[Mac]

Hi, @MoniaBN!

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

I browsed through your products page and also noticed the issue. Since we're not currently experiencing any known issues impacting product pages or the checkout, I'd love to learn more about the potential causes of the issue. For instance, have you made any adjustments to your website? Such as edited your theme code or installed/uninstalled any apps? I'd also like to if you have you received correspondence or noticed a banner on the homepage of your Shopify Admin that mentions an ongoing issue with your payments? 

Due to the nature of this issue, 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 so our team can take a closer look into the issue.

Once you're able to resolve your add to cart issue with our team, I'd love to chat with you more about your business! How is business going thus far?

[MoniaBN]

Hi,

Thanks for reaching out!

I did remove Vitals apop from the store but I don't see how it has a direct
effect on those buttons and only on the mobile version. Do you think it's
related?

Let me know how I can fix this.

Thank you for your support.
Monia

Cool Bambi

[Mac]

Hi again, @MoniaBN!

Thanks for following up. 

I'm unable to say for certain if the Vitals app is related. Upon installation, did you manually have to add any third party code via your theme editor? I was however, able to test out your add to cart button and it does seem to be functioning: 

Although, there is a slight delay before your cart slider appears. So it may be a good idea to reach out to your theme developers to investigate the issue. I also wanted to mention that the Buy Now button is working great. 

While looking at your store, I noticed that you have two options for your customer to reach out. One via WhatsApp, and the other by Tidio. I suggest sticking to one of these apps as having two methods of contact can feel redundant. An option you can consider is Shopify Inbox. This app allows you to interact with potential customers and integrates with other messaging channels like Facebook Messenger and Apple Business Chat. Take a look at our Shopify Inbox Guide on how to set this up. 

Let me know how it goes! 

[MoniaBN]

Hi Mac,

thanks for getting back to me and for looking into this.

the problem still persists on mobile. I was chatting love with your colleague Marvin today but couldn’t solve the problem. 

I took a screen recording on my phone to show you but unfortunately videos aren’t allowed as an attachment.

please help me with this as I’m losing potential customers and we all know main customers come through mobile visits 🙏

[Mac]

Hi again, @MoniaBN!

I definitely understand the concern here. 

In this case, my best suggestion is to reach out to your theme developers as this could have been a potential bug or issue. Since you are using a third-party theme, you can contact your developer here to see if this can be resolved. Alternatively, you can also speak with Shopify Experts. This is a marketplace that connects you to professionals to find a solution. If you’d like to know more about finding the right Expert, please click here. 

Since this is crucial to your business, you may want to look into setting up a temporary theme so that your customers can still add to cart and check out. You can look to use the Dawn theme as it's a Shopify supported and reliable theme. 

Kindly reply back to this thread with any questions or updates and we can continue our conversation further!