I quite often get customers with complaints such as..‘I am trying to order an item from the drop down menu but it keep changing it back to another option’.
I am going around in circles on Shopify’s help website and cannot get a contact for help, and the free 15 mins designer option also goes around in circles and you cannot get anywhere, so frustrating when you are paying for a service and cannot get help directly
If anyone has any ideas on how to contact a helper at Shopify
I can’t believe Shopify has problems and my customers cannot buy items from my website so have to call me on some occasions
Hi @TCoffee , thank you for reaching out about this issue. I am sorry to hear you have had some problems with the Help Center and trying to contact our live support. I definitely want to help with that.
From there you will be asked to search for your issue. Once the search is submitted, don’t open any of the help articles but instead scroll to the bottom of the page and use the contact support button there.
If that continues to have issues please try clearing your browser cache and cookies and also try in an incognito/private window. If you are still not able to get through, please share some screenshots of the last step you are able to complete and confirm where/what button to get support you are using.
It seems that your platform doesnt like Apple devices, you should correct it, as we are losing trade. Arrived today (below), she since ordered on a PC, that worked fine:
Hi Chris
I think the website may still not be working properly.
Tried ordering the 7oz coffee cups in grey but they appear in my basket as espresso cups in red.
Assuming this is a technical hitch rather than availability ?
Generally issues like this are caused by a customization to the cart/product or created by a broken piece of code left behind from an uninstalled app.
If you are using a free Shopify theme then our in house theme support may be able to assist with that. If you are using a third party theme I would strongly recommend reaching out to the theme developers to let them know of this problem with the theme file.
I would also test this on a fresh copy of the theme file or potentially rolling back your theme code changes in the theme code editor. If you are rolling back changes or making coding edits, please ensure you have a duplicate copy of the theme file made (Actions > Duplicate) as a safe backup.
If you want to share your store URL I am happy to have a look and see if I can replicate/find the issue.
If you are a Shopify employee I am sure you can log in and correct anything
I only have 1 app, Paywhirl, I don’t believe this is conflicting or causing problems
Paywhirl staff seem to think that I need to change my theme as Shopify may not be providing support or upgrading my current theme, which I think is ridiculous as I am paying Shopify for a service and the theme was selected, and should be kept up to date by Shopify
I shouldn’t have to design a whole new website shop on a new theme
I await your advice and hopefully good news
I can emulate the problem on my childs ipad (a 1000g item is selected, and when viewed in the basket/cart, it is changed to a 227g item)
Thank you for sharing your store URL TCoffee. I’d like to clarify a few things to ensure that you are getting the right support for this issue.
Our support through the community forums is able to review storefronts and assist with general questions. We also have developers and partners who help support our forum community as well depending on the issues being experienced. Because our support is not able to authenticate your store account through this channel we are not able to access your store admin or make changes to your theme file. This is to help protect the integrity of your store account and your sensitive details.
It looks like you are using the Debut theme (feel free to correct me if I am wrong) which is a Shopify free theme file. This means that there is some limited support available for the theme file depending on the issue. I would recommend reaching out to our live support to share the results of the troubleshooting steps I shared above so that our support team would be able to assist.
For keeping your theme up to date, the Debut theme was officially retired this year and the last version of it was 17.14.1. If the theme had any customizations to the code through an app or manually added then the theme file is no longer the same as our free version and it can’t be automatically updated. You would have to add an updated version of the theme to the store and customize it. I would strongly recommend changing to our new Dawn theme to ensure full compatibility.
For my troubleshooting, I was not able to replicate this issue. I attempted on a pixelbook, android smart phone and an iPad. I also use both Chrome and Safari. This means that the issue doesn’t affect all apple users, but only some. If the issue persists in a new theme file (you can test this on your ipad at home) then I would bring this to our live support so that it can be escalated to our Theme Support team for a closer look. If the issue can’t be replicated in a new theme file then we know the issue is most likely a customization to the current theme causing the issue.
Thank you. I have updated to Dawn, the updated version and redesigned the pictures etc.
The original problem seems to be resolved, as I can now, on an ipad (which says its system is up to date) add a kg item to the cart, and it does not change to a 227g item, so that is fixed.
BUT.. new problem, when in the CART you try and either delete, or modify the quantity of an item, the spinny thing just keeps on spinning in error and it does not update the quantity or delete the item. I am soon going to be getting calls about this from angry customers. Please help
Thank you for the update! I was able to replicate this issue with the cart not updating with manual changes to it. In this situation I would definitely reach out to our live support to have a look at this alongside our theme support team.
To assist with that, I have created a video recording you can share of the issue to show what is happening (follow this link to see screen recording). And this is the specific error I see when I try to update the cart:
cart.js?v=10017497365385121541652192083:1 Uncaught TypeError: b.call is not a function
at m (cart.js?v=10017497365385121541652192083:1:330)
at CartItems.updateQuantity (cart.js?v=10017497365385121541652192083? [sm]:68:40)
at CartItems.onChange (cart.js?v=10017497365385121541652192083? [sm]:30:10)
at cart.js?v=10017497365385121541652192083? [sm]:23:12
at global.js?v=24850326154503943211652192093? [sm]:165:29
When inspecting the online store I did see an error with connecting to Snapchat and “Clever Adwords”, is this an app you are using on your store? If yes, I would uninstall it and contact the app developers to let them know there is an issue.
clever_adwords_global_tag.js?shop=teifi-coffee.myshopify.com:1 Uncaught ReferenceError: $ is not defined
at clever_adwords_global_tag.js?shop=teifi-coffee.myshopify.com:1:1
(anonymous) @ clever_adwords_global_tag.js?shop=teifi-coffee.myshopify.com:1
shop_events_listener-fa61fd11817b231631d2fe43dc869d0b1d14a06332792d42f1a1d94bda5aa31e.js:1 [Report Only] Refused to connect to 'https://tr.snapchat.com/init?pids=b4524cec-05ea-469d-8f50-91c17bc37a83' because it violates the following Content Security Policy directive: "connect-src 'self' *.shopifycloud.com *.shopifysvc.com *.amazon.com *.paypal.com *.facebook.com sessions.bugsnag.com analytics.tiktok.com bat.bing.com www.google-analytics.com ct.pinterest.com stats.g.doubleclick.net".