Website not working correctly

[LKLAromas]

we have had a website for over a year, but for some reason in the last few weeks when a customer goes on to the website they can not scroll on mobile devices. as everyone now uses mobile phones to browse and order we are loosing hundreds of pounds. square have said it was because of old pictures in the back end but they have now been deleted and its still doing it.

our website is lklaromas.square.site. please can someone help 

[Lou8]

Hi @LKLAromas , thank you for posting and welcome to the Seller Community.

I'm sorry to hear your customers are having issues viewing your website on mobile.

I wasn't able to recreate this behaviour on my own iPhone - I could successfully scroll down the pages. 

Are you experiencing this on your own device as well ? Is this affecting a particular page only, or the whole website ? 

[LKLAromas]

hi it is happening to our customers and us as well. the website sometimes lets you scroll for a second but then it sticks. its ridiculous that we are loosing money because of this. the support team found a problem on her phone straight away it stuck for her so there is a problem somewhere

[Lou8]

Thanks for providing additional insight @LKLAromas. I understand your frustration.

I've tried on another device of mine, and was still unable to recreate this behavior, unfortunately. 

I understand you deleted some pictures in the back end. Have you tried resizing the existing pictures on your website ? We outline accepted file types on this support centre article. Note that using a large number of files can impact your ability to navigate the website properly. 

It also sounds like you contacted our Support Team. Can you confirm whether they've escalated this to our engineers ? As opposed to these teams, we don't have access to account information or website settings on the Community. So it can be hard for us to pinpoint exactly what's going on.

Would you be able to share their findings on this thread ? This could help other sellers who are running into the same issue. 

Thanks for your patience.