Why isn't my add to cart button responding on my website?

Technical Q&A

Topic summary

Add-to-cart and size selector buttons are unresponsive on a Shopify store (Shella theme); after one click the button becomes inactive and a page refresh doesn’t fix it. Screenshots show the disabled state.

Reproduction and scope: A Shopify staff member replicated the issue across browsers and in incognito. The merchant reports it began ~1.5 months ago, now affects most customers and all products intermittently; clearing cache sometimes helps. Previewing a fresh, unedited theme works, indicating a theme/app code issue.

Recent changes: Multiple apps were added (Tabby, GMCFeed, Search & Discovery; Avada Size Chart) and some modified theme code, suggesting a JavaScript conflict.

Guidance provided: Test in a fresh theme (confirmed working), roll back theme code to earlier timestamps, and contact Shopify Support to temporarily disable apps to identify the culprit; alternatively hire a Shopify Expert to audit and fix the theme.

Differing views: One reply claimed the site works; another participant reported a similar add-to-cart failure on product pages and said the Support Center link routes unhelpfully. An external troubleshooting article was shared.

Status: Unresolved. Next steps are isolating by disabling recent apps and reverting code to find the offending change.

Summarized with AI on January 17. AI used: gpt-5.
3

Hi there, @YollaHallal .

Thanks for reaching out and posting your question here in the Shopify Community!

When navigating to your website, under the A Forest At Night Sweater collection, I was able to replicate the size and add-to-cart issue. This issue was able to be replicated in different browsers as well as in incognito mode.

To gather a bit of context, could you advise on the following:

  • Approximately when did the issue start?
  • Does this happen with other products, collections and sizes besides the Forest Collection?
  • Have you recently installed any new apps?
  • Have any theme code changes been applied?

In the meantime, I recommend previewing your store in a fresh Shopify theme. This can help us rule out if the issue is directly affecting the theme. When adding a free theme to your store, you do not need to publish it. Next to the newly downloaded theme, click Actions > Preview to see if the issue carries out on an unedited fresh theme.

A second option is to try rolling back your theme code to an older datestamp. This can be done directly within your Online Store > Themes > Actions > Edit Code next to your current theme. When rolling back your theme code, select an older datestamp and click Preview.

I also wanted to let you know you’ve done a great job of curating your storefront and clearly displaying your products. I noticed you have your Facebook and Instagram social icons showcased in the footer section of your store. Have you thought about adding your products to Pinterest? With the Pinterest app you can link your business account to Shopify to advertise your products. Check out our Pinterest app in the Shopify App Store for more information.

Let us know if the above steps have helped narrow down or solve the issue. Looking forward to hearing back.

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