Customers not able to save new address or amend address

Shopify Discussion
1

Hi,

Before launching we’re testing our store, and when acting as a customer and logging into my customer account, I am able to see and attempt to edit addresses, however:

  • any edits to the existing address is not saved, and

  • any new addresses aren’t saved either.

I am using Helium Customer Fields as an additional app so we can obtain further customer details, so I am unsure if this matters. Helium say the issue is nothing to do with them or their app.

Here’s a video if it helps:

https://www.loom.com/share/cb62f81fb93441f1a2bc501cab61a090

I am using the ‘Refresh’ theme.

Can any help as to why the add or amend addresses function doesn’t seem to work please?

2

Hi, @CostAdvice !

Thank you for connecting with our network and sharing all the context around the issue you are facing.

Since there are many potential factors causing this, I’d like to help you further rule out where it may be coming from by offering the following troubleshooting steps:

  1. First thing is first, please try using an unedited version of the theme Refresh that has no code changes and no apps installed to rule out theme issues

  2. If that works, we can safely assume the theme is not the problem. Secondly, install the app again and try to replicate the problem. This will shed the most light into whether or not the app is in fact interfering and preventing the changes.

  3. Last, but not least if you have any custom code in your theme, now would be the time to add it back to again rule this out as a factor.

Separating each of these potential problem areas will certainly help you narrow down where the issue is stemming from, and also where to focus when resolving it in your live theme.

I trust that provides further guidance, but if you have any other questions I can assist with do let me know.

Warm regards,

3

Ok thanks, but how on earth do I do any of that?

How can I use an unedited version of the theme without wiping all the edits I’ve done and starting from scratch?

4

Thanks for your reply, @CostAdvice !

When testing against unedited versions of your theme simply head to Admin > Online Store > Themes > Add theme. This will install a fresh, unpublished version of your theme that you can use for endless testing purposes and customize however you wish, without impacting your store.

You may also find this tutorial on Identifying Issues: Is it the theme or an app helpful in guiding you with troubleshooting.

Please keep me posted,

5

Ok thanks for that.

When installing a new, unedited version of the Refresh theme, this also doesn’t let me (when using as a customer):

Kind regards
Stephen

6

Thank you for that context, @CostAdvice .

In this case we will need further access to your account for troubleshooting purposes. Since this is a public space, I cannot access your account here due to privacy and security reasons.

Therefore, please reach out to our private Support team at your earliest convenience. This way we can authenticate you and gain the insight we need. To speed up your request, be sure to include a link to this forum thread.

We look forward to hearing from you,