Issue: Products from the Osaka collection intermittently disappear from the storefront, while they appear normally in incognito/private browsing. Cross-listed Osaka items also vanish from other collections (e.g., Padel), impacting sales.
Context confirmed: Occurs on laptop and mobile; reproduced on Chrome, Safari, and Bing; seen in three countries without VPN. Products are in stock with up-to-date inventory. Screenshots show the collection empty in a normal browser and populated in incognito (images are central to understanding the issue).
Responses: Shopify staff noted this shouldn’t happen; while cache could be a factor, they requested the merchant contact Support via the Help Center for deeper investigation due to account access needs. A community member initially requested link clarity; after clarification, another member reported seeing 13 products visible and suggested testing on another computer, fully clearing browser cache, and temporarily disabling all apps.
Status: Unresolved/ongoing. Potential cache or app-related behavior is suspected by community members, but no root cause or fix confirmed; escalation to Shopify Support recommended.
Summarized with AI on December 28.
AI used: gpt-5.
Our company is selling sporting goods at www.aktyva.com.
The problem faced is that all the products related to a specific Collection are “disappearing” over time. Here is the link to it: https://www.aktyva.com/collections/osaka All the other Collections that are calling products that brand are not showing them either. All the other products from our shop are not affected by this.
The odd thing is that the problem doesn’t occur when using a browser in incognito mode… (even on the same device where the issue is appearing on a normal browser)
This dramatically impacts sales obviously
Here is what we have confirmed so far:
Happens both on laptop and mobile
Happens on Chrome, Safari, and Bing
Noticed in 3 different countries, without VPN
Products are in stock, and stock levels are up to date
An issue with the referencing of the products from that specific Brand (ie. Collection)? For instance, an option that would have been enabled by mistake
Hi, @Aktyva . Thank you for troubleshooting this on your end and sharing all of that context! What you described definitely shouldn’t be happening. Typically I would think this is being caused by your cache, but after reading over what you confirmed so far, we would need to investigate this further to understand exactly what’s happening. Please contact our support team through the Help Center here so we can help you out. While we can’t see any of your account details here over the Shopify Community, if you contact us through the Help Center we can review this with you in more detail.
Could you clearly specify which link has no issue and which one has an issue? The link you shared and the link in the image are different from each other!
These products also disappear from other collections where they are cross-listed. Hence the other links we shared. Here is an example: https://www.aktyva.com/collections/padel
