items don’t add to cart

[Bethtwenty3]

I just created a new “item” with several variations. All good except some people can order just fine, but others cannot add items to their cart. Even in our own household it works on my iPad but not on my laptop. Any suggestions?

[#2]

Hi there @ChefJEMS - sorry to hear about the troubles! 💎 
I took a quick peek but don't see anything on the surface that would be causing this error to appear.

One thing I can suggest looking into is ensuring that you have properly set up your location.

Start by logging into your Dashboard > Online > Fulfillment > Pickup & Delivery
If you have not set up your location here, you'll see an option to Set up location to the right of your location name.

If this doesn't get you where you need to be, our team can take a look at your account with you to help a shine light here. Since we don't have the ability to discuss account-specific details with you openly here in the Seller Community, please reach out by phone or email (phone is quickest) when you have a moment by logging into your Square account and heading here.

P.S. Welcome to the Seller Community ✨

[nika]

Hey @Bethtwenty3! Thanks for posting.

It sounds like this might be a browser issue since it's working on one but not the other. Maybe try adding items to your cart from a Chrome browser on your iPad and see if that works!

[Bethtwenty3]

Hi Nika, thanks for that suggestion but we're way ahead of you. We've tried that, even tried dumping our cache. We had to post to our public that some people are having this issue and ask them to just email us and we would create an invoice for them. but it sure would be nice if we could figure this out, especially for people just surfing who don't read our adverts.

If you can think of any other reason this might be happening, please enlighten us. Thanks

[nika]

Interesting @Bethtwenty3. Are you getting any type of error message? If so, can you share a screenshot here? Or is the system just not adding items without any type of notification?

[Bethtwenty3]

No error message. When you select something to order and then hit "Add to Cart", shopping cart opens and says "You don't have any items in your cart." We thought it wasn't working at all until we started getting orders. So it works for some, not for others. That's why I agree with you that it appears to be a browser issue, however we have no idea how to fix it.

[nika]

@Bethtwenty3 I checked in with our Weebly team and it sounds like this was an issue that was only happening on older browsers and older devices. Are you browsers updated and/or are you noticing this issue when using a device that's running an outdated Operating System?

Otherwise, I know this isn't an issue that's being experienced among others. If it continues to happen, it might be worth reaching out to the Weebly team so they can take a deeper look.

[hmiles]

I am having the same problem using Firefox, but not with Edge. A lot of people use Firefox, sure do hate that I cannot sell to them!

[Joe]

We hear you here, @hmiles - we would recommend encouraging your customers to either update their web browser, or use a separate browser altogether if possible. I've found that using the car metaphor - "your car needs frequent fixes and updates, and so does your computer" - as a helpful method for getting my customers to update 😎

Best of luck!

[Althea]

Nika_S I've been having the same problem and Square Tech Support said to update Chrome. After updating Chrome and clearing the cache, we still receive the same message when trying to add an item to the cart. Any other possible fixes to avoid having to create a brand new store on a different platform?

[sayra · Accepted solution]

Hello @OMQG.

I moved your post to an existing thread where another seller had the same question and @Nika_S answered here. 

There can be more than one reason why this is not working. We suggest that you try the following: 

1. Update your browser if you are working on an older version. 

2. Check if your SSL is enabled. 

3. Check your setting under Online Store > Check Out > Advanced settings > Edit > Checkout mode (see picture below). 

If it continues to happen, it might be worth reaching out to the Weebly team so they can take a deeper look.

[runesone]

Its the web browser if you use Google Chrome it won't work but if you use Microsoft Edge it works just fine its a bug that needs to be fixed on this web service Weebly or square needs to fix it 

[treatsse]

Having the same issue with my site. Submitted this bug in

[Kross]

Items will not add to cart. Button will not show at all I have done the troubleshooting steps for my browser.

[AdamB]

Hi @Kross.

The website preview isn't meant to fully-functional as far as being able to add items to the cart and get to checkout; it's really meant more as a tool to show you how your online store is going to look to site visitors. If you publish your online store and it does not work on the published website, let me know, though!

[hmiles]

I am still having this problem with the cart not accepting items when using Firefox. as a result I have QUIT USING SQUARE until this fixed. Please do what ever is necessary on your end or work it out with Firefox!!! I would love to continue with Square, but cannot if this continues.

[AdamB]

Have you contacted our support team about what you see with FireFox and your online store, @hmiles? It would be good for them to have that information so they can escalate it to our engineers. FireFox is a supported browser as long as it's not an older version.

[hmiles]

I did but never heard anything, thus my post here...

[RLevkoy]

I have tried the fixes suggested but to no avail.  I was not having this problem the first week I set up my website (2-2-2021) but the second week it was a no-go with many customer complaints that they could not place an order.  This week (2-12-2021) still a problem.  I can see the pop-up window for ordering an item when I use Microsoft Edge but cannot see it when I use Chrome.  It appears that something changed two weeks ago that has nothing to do with anything that I changed in my settings for the website or for my browser.  Not sure where to go from here.

[AdamB]

Welcome to the Seller Community and thanks for raising the issue, @RLevkoy.

If you follow these instructions on toggling popups on or off in Chrome, does that cause the popup to show for you in Chrome?

[RLevkoy]

I did previously set this so that Chrome would allow pop-ups for my particular site.  It did not fix the problem.  This time, at your suggestion, I set it to allow pop-ups for all websites.  This did not fix the problem either, unfortunately.  I even closed the browser and opened it again.

[sayra]

Hey @RLevkoy - I was able to add items to the cart in Google Chrome and Safari on your website. It may be due to an outdated web browser issue. If you continue to experience the same behavior please call our Customer Success Team so they can help you troubleshoot further. They can help you open a ticket if this is an account-specific issue. 

Thank you.