Why isn't my add to cart button responding on my website?

[YollaHallal]

Hi there, 

Please Add to cart button isn't working , the customer is pressing it but it does nothing and they can't press it again until they refresh the page and still it doesn't work after the refresh:

the picture below how the button become inactive after clicking it

Also here :

the Add to cart button and the size buttons don't work .

link : https://www.plantartrepeat.com/collections/adult-sweaters/products/a-forest-at-night-sweater-adult-w...

Shopify Shella theme

I think it's JS problem but I'm not so good working with it.

Please can you help?

Thanks

[YollaHallal · Accepted solution]

Hi Victoria,

Thank you for the informative reply , to answer your inquires:

• Approximately when did the issue start?

        the problem appeared around month and half ago , at first it was happening for some people but now it is happening to most customers and it's causing a problem for them and us.

• Does this happen with other products, collections and sizes besides the Forest Collection?

         Yes, the problem is occurring for all products but not always that's why I'm not sure what should I do.

• Have you recently installed any new apps?

        Yes actally we've added three new apps ( Tabby , GMCFeed , Search & discovery), and as I recall some of them do some changes to our code.

• Have any theme code changes been applied?

          Yes some changes have been done by the apps(the ones above and Avada Size chart,..)

About this point ( In the meantime, I recommend previewing your store in a fresh Shopify theme.)

I've already done it and it all works perfectly that's why I said I think the problem is due to changes in code JS or Json maybe not sure.

Also I want to highlight that if I cleared the cash sometimes it helps with this problem.

Thank you so much for your support and kind words.

[KetanKumar]

@YollaHallal 

we're check its working good 

[Victoria]

Hi there, @YollaHallal.

Thanks for reaching out and posting your question here in the Shopify Community!

When navigating to your website, under the A Forest At Night Sweater collection, I was able to replicate the size and add-to-cart issue. This issue was able to be replicated in different browsers as well as in incognito mode.

To gather a bit of context, could you advise on the following:

• Approximately when did the issue start?
• Does this happen with other products, collections and sizes besides the Forest Collection?
• Have you recently installed any new apps?
• Have any theme code changes been applied?

In the meantime, I recommend previewing your store in a fresh Shopify theme. This can help us rule out if the issue is directly affecting the theme. When adding a free theme to your store, you do not need to publish it. Next to the newly downloaded theme, click Actions > Preview to see if the issue carries out on an unedited fresh theme.

A second option is to try rolling back your theme code to an older datestamp. This can be done directly within your Online Store > Themes > Actions > Edit Code next to your current theme. When rolling back your theme code, select an older datestamp and click Preview.

I also wanted to let you know you've done a great job of curating your storefront and clearly displaying your products. I noticed you have your Facebook and Instagram social icons showcased in the footer section of your store. Have you thought about adding your products to Pinterest? With the Pinterest app you can link your business account to Shopify to advertise your products. Check out our Pinterest app in the Shopify App Store for more information. 

Let us know if the above steps have helped narrow down or solve the issue. Looking forward to hearing back.

[YollaHallal · Accepted solution]

Hi Victoria,

Thank you for the informative reply , to answer your inquires:

• Approximately when did the issue start?

        the problem appeared around month and half ago , at first it was happening for some people but now it is happening to most customers and it's causing a problem for them and us.

• Does this happen with other products, collections and sizes besides the Forest Collection?

         Yes, the problem is occurring for all products but not always that's why I'm not sure what should I do.

• Have you recently installed any new apps?

        Yes actally we've added three new apps ( Tabby , GMCFeed , Search & discovery), and as I recall some of them do some changes to our code.

• Have any theme code changes been applied?

          Yes some changes have been done by the apps(the ones above and Avada Size chart,..)

About this point ( In the meantime, I recommend previewing your store in a fresh Shopify theme.)

I've already done it and it all works perfectly that's why I said I think the problem is due to changes in code JS or Json maybe not sure.

Also I want to highlight that if I cleared the cash sometimes it helps with this problem.

Thank you so much for your support and kind words.

[Victoria · Accepted solution]

Thank you for providing additional context, @YollaHallal.

We appreciate you going through the above troubleshooting steps to help narrow down the issue. Based on the information provided, it looks as though the issue is related to your current theme, as you can't replicate it in a fresh theme.

I'd like to share two options with you that can help us further identify the issue. First, I recommend reaching out to our support team via the Shopify Help Center. You mentioned that you recently installed 3 new apps. Our support team may be able to temporarily disable apps to see if any of these apps are affecting your add-to-cart button. You can create a support directly within our Shopify Help Center.

A second option is to look into hiring a Shopify Expert to inspect your theme code. Our Experts are trained in store development, customizing and building your store, marketing and sales and expert guidance. Check out our Experts Marketplace for more information. 

[fancreations]

The link to the Shopify Support center is no longer usefull at all for shop owners.  When you try to reach out to Shopify staff the page it goes to only references either shop violations or problems with orders.  In our case the "Add to cart" button was working and now has stopped.  Its only an issue on the full product page. 

[KanishkT]

Hi @YollaHallal, 

Firstly, I am really sad to hear that you faced this issue. I certainly know that there are many other store owners like you who must be frustrated due to add-to-cart not working on their store. Gladly. I have curated everything about the add-to-cart issues and written a detailed article. I hope you go through it and share it with your friends who are facing similar issues. Here is the article: https://storewatchers.com/blog/add-to-cart-not-working-in-shopify/

Thanks,
Kanishk