@Rianne_Zuijderd , see my last message in the thread. In our case, it was caused by something we did.
Topic summary
Core Issue:
Shopify Inbox chat widget automatically pops up on mobile devices and cannot be closed, blocking the entire screen and preventing customers from browsing or completing checkout. The problem persists even after page refreshes or app reinstallation.
Platform Affected:
- Primarily impacts mobile devices (both iPhone and Android)
- Works correctly on desktop/laptop browsers
- Issue appears related to Cross-Website Tracking settings on iPhones
Root Causes Identified:
- Custom CSS modifications that reposition the chat button (particularly moving it up to avoid blocking other UI elements) can hide the close button on mobile
- Third-party app code conflicts that override the Shopify Inbox widget
- Recent theme code changes
Recommended Solutions:
- Undo any custom CSS positioning applied to the chat button
- Contact Shopify support for store-specific troubleshooting
- Check for recently installed third-party apps causing code interference
- Some merchants have disabled the feature entirely due to customer complaints
Current Status:
Ongoing issue with no universal fix. As of 2025, users still report experiencing this problem. Resolution requires individual store investigation.