Something weird and concerning happened to us lately with our store and We can’t find a fix for it., We Are really confused.
We use TikTok to run ads for the past few months with no issue until last night, for some reason when customers click on our link the whole website (including the logo) Goes in reverse
We tried to contact Tiktok support but it’s been two days with no response, meantime what’s your guys insight on this, and why it did happen?
We Use Ella Theme To run the store in Arabic language with RTL Enabled, been running the ads for months with no issues until now.
Thank you for sharing this issue here for help and for providing the screenshots showcasing the issue. To confirm, the website being affected is jumla.com.sa?
I was not able to replicate this issue on my end, so it appears to only be affecting some users and not all. I did use the TikTok app to open the website as well as my mobile browser (Android phone). Are you able to replicate this on your end? If yes, can you please share your device operating system and what version of the TikTok app you are using?
I am currently using Android Version 13 and TikTok app version 29.9.4.
Also, is the RTL built into the theme you are using, or are you using an app for this? If you are able to replicate this issue please also reach out to the theme dev or app dev for your store to report this, as this could be an theme code/app code issue.
Hello Shay, thank you for taking the time to check our website, yes its https://jumla.com.sa
we received issues from our customers saying the website is in reverse right after clicking the ad link as seen in the photo below.
we asked them to try to open the link outside the platform and surprisingly it’s back to normal again on their phone (two complaints from iPhone OS), but when they try to access the website from the ad itself for some reason the website goes in reverse, so we are scared to continue running the ads and we are very confused.
want to note: yes we use RTL build-in on the Ella theme and I tried to replicate the reverse issue with my Android and my friend’s iPhones but to no avail, it’s only in reverse mode when customers click the link on our ad
The difficult part of troubleshooting something like this, especially when the issue is so isolated to specific steps, is that we need the steps active to continue troubleshooting.
If you do decide to continue running ads on TikTok, I recommend installing a banner on the website detailing the issue and suggesting customers open the site in the web browser directly. Once you are running ads again, we can attempt to replicate and isolate the issue as we will be able to get the advertising link that is causing the problem.
At this time I would recommend waiting to hear back from TikTok support in case this is a known issue on their end.
