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Urgent: “Add TO Basket” button lagging, not working properly and not adding the items to cart?

This topic has 18 replies, 4 voices, and was last updated 2 months, 1 weeks ago ago by Luca Rossi

Mark

Participant

July 10, 2024 at 01:34

Good day, 8Theme Support Team

I trust that you are well.

Please be advised that our customers are expressing dissatisfaction over the “Add TO Basket” button not working properly and not adding the items to their cart. Kindly look into the cause and make the necessary corrections.

NB. See attached screenshot with comments for your reference.

Your assistance will be greatly appreciated, please do not hesitate to email or contact me if you have any questions.

Best regards, Mark

Please, contact administrator
for this information.

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#403890 Copied Theme version: 9.3.14

17 Answers

Tony Rodriguez

Support staff

July 10, 2024 at 05:08

Hello, @Mark,

Thank you for reaching out to us with your concern.

We are currently experiencing difficulty accessing your website as the wp-admin login details previously provided appear to be invalid or non-functional.

To proceed efficiently, we kindly request that you provide updated and valid wp-admin login credentials. Please ensure these are submitted through the private content area to maintain security.

We kindly recommend that you take a complete backup of your site before proceeding.

Additionally, for a clearer understanding of the issue you are encountering, we would appreciate it if you could record a video demonstrating the problem. Once recorded, please upload the video to a file-sharing service, such as WeTransfer (https://wetransfer.com/), and share the download URL with us.

Thank you for your cooperation and attention to these matters. We look forward to resolving your issue as swiftly as possible.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#403899 Copied

Mark

Participant

July 10, 2024 at 11:24

Good day, Support Team

Thank you for your response.

For your reference and help, kindly be informed that I provided the screen recordings via WeTransfer.

For our records, may I also ask that you review the site’s Theme Performance and revert with feedback.

Best regards, Mark

#403973 Copied

Mark

Participant

July 10, 2024 at 11:34

Please see the we-transfer link in private content for your reference and assistance.

Please contact administrator
for this information.

#403976 Copied

Tony Rodriguez

Support staff

July 10, 2024 at 12:31

Hello, @Mark,

We are writing to address a couple of issues that have come to our attention regarding our access to your site and the functionality of the cart feature.

1. **Access to Your Site**: We regret to inform you that we are currently unable to access your site due to invalid login details provided. To assist you further, we have recorded a video demonstrating the issue, which you can view in the private content area for your reference.

2. **Adding to Cart Issue**: We have noticed a problem related to the cart functionality on your website. Although adding items to the cart is operational, there appears to be an issue linked to the cache settings. We kindly request that you disable the cache plugin temporarily and observe how the cart functionality performs thereafter. For your reference, please see the issue depicted here: (https://gyazo.com/ea325c5553eacee0b12e96d1f9e9c57c).

We hope these suggestions prove helpful. Should you require any further assistance or have additional questions, please do not hesitate to contact us.

Best Regards,
8Theme’s Team

Please contact administrator
for this information.

#403997 Copied

Mark

Participant

July 10, 2024 at 13:06

Good day, Tony

This is not true because I provided you with a screen recording proving that I could get in with the same username and password. Please try again and respond accordingly.

#404011 Copied

Mark

Participant

July 10, 2024 at 13:30

Hi Tony

Please double-check the screenshot recording and make sure that XS is in capital letters.

#404024 Copied

Rose Tyler

Support staff

July 10, 2024 at 13:42

Hello, @Mark,

We hope this message finds you well.

Could you please confirm if you have attempted to disable the cache plugin to observe any changes in the functionality of the cart addition process?

Thank you for your attention to these matters.

Best Regards,
8Theme’s Team

#404032 Copied

Mark

Participant

July 10, 2024 at 13:54

Good day, Ross

My apologies for the back and forth. Please advise if you managed to login?

#404036 Copied

Rose Tyler

Support staff

July 10, 2024 at 14:14

Hello, @Mark,

Yes, we were able to log in.

We recommend that you disable all third-party plugins that are not included with XStore (https://xstore.helpscoutdocs.com/article/36-included-plugins). After doing so, please clear your browser’s cache and check again. It is possible that one of these additional plugins is causing the issue.

Best Regards,
8Theme’s Team

#404043 Copied

Mark

Participant

July 10, 2024 at 15:43

Good day, Ross

I have disabled the WP Rocket plugin, however the issue still persists. Kindly look into the reason and fix accordingly.

Thanking you in advance for your co-operation.

Kind regards, Mark

#404070 Copied

Rose Tyler

Support staff

July 10, 2024 at 15:51

Hello, @Mark,

We’ve checked a few of your products and Adding to the cart works fine, for example -https://www.homeandsleepsolutions.co.za/product/legacy-2-division-2-action-console-recliner-sofa-embossed-leather/

Ajax adds to cart speed depending on server response time and DB structure. Theme sends requests to your DB and waits for a response. So, if it’s slow, please try to speed up the server response time. We can do nothing with it, you need to contact your hosting provider.

Best Regards,
8Theme’s Team

#404072 Copied

Mark

Participant

July 10, 2024 at 20:43

Good day, Ross

Thank you for your response.

Any feedback regarding the site “Theme” overall performance test.

Kind regards, Mark

#404109 Copied

Luca Rossi

Support staff

July 11, 2024 at 08:06

Hi @Mark,

Thank you for choosing XStore as your WooCommerce WordPress theme.

Website speed depends on various factors that we do not control. What we can do is share the links that can help you with speed optimization: https://xstore.helpscoutdocs.com/article/100-how-to-speed-up-my-website

Every additional plugin slows down the site a bit, so we would recommend you disable unrequired plugins.

We are writing to address the issue you have been experiencing with your website’s slow loading speed. After conducting a speed test on your website via GTmetrix, we have found that the performance is suboptimal. You may review the results at the following link: https://gtmetrix.com/reports/www.homeandsleepsolutions.co.za/rr8ewLH3/

We recommend that you review the suggestions provided by GTMetrix in the Top Issues list, accessible here: https://prnt.sc/HW6YUNOOfFme & https://prnt.sc/zb2SFpoPkqBq

About your results on Google PageSpeed results:

– Eliminate render-blocking resources: https://developer.chrome.com/docs/lighthouse/performance/render-blocking-resources/?utm_source=lighthouse&utm_medium=lr

– Avoid enormous network payloads: https://gtmetrix.com/avoid-enormous-network-payloads.html

– Reduce initial server response time: https://developer.chrome.com/docs/lighthouse/performance/server-response-time?utm_source=lighthouse&utm_medium=lr

– Avoid chaining critical requests: https://gtmetrix.com/avoid-chaining-critical-requests.html

– Combine images using CSS sprites: https://gtmetrix.com/combine-images-using-css-sprites.html

For further guidance on how to improve your website’s speed, Please contact your service provider and ask them to fix it and we invite you to review our theme documentation. The following links provide detailed information on this topic:

1. https://xstore.helpscoutdocs.com/article/39-main-theme-options
2. https://xstore.helpscoutdocs.com/article/128-how-to-improve-wp-rocket-settings-with-xstore

For a comprehensive understanding of the specific issues that may be affecting your website’s speed, we suggest conducting a website speed test with GTMetrix https://gtmetrix.com/ -This tool can provide you with actionable recommendations to further enhance your website’s performance.

We trust that you will find this information useful in improving your website’s performance.

Best regards,
The 8Theme Team

#404157 Copied

Mark

Participant

July 11, 2024 at 09:25

Good day, Luca

We have noted and valued the comprehensive information in your response, which we thank you for.

NB. Please see private content for your reference and assistance.

Kind regards, Mark

Please contact administrator
for this information.

#404172 Copied

Luca Rossi

Support staff

July 11, 2024 at 09:52

Hi @Mark,

If you require personal customization services, we invite you to submit a request through our customization panel at: https://www.8theme.com/account/#etheme_customization_panel , and continue conversations with the technicians team directly.
Please be advised that customization services will incur additional charges, the exact amount of which will be communicated following a detailed review of your request.

Best Regards,
8Theme’s Team

#404181 Copied

Mark

Participant

July 11, 2024 at 10:05

Good day, Luca

Thank you, information received.

Kind regards, Mark

#404183 Copied

Luca Rossi

Support staff

July 11, 2024 at 10:15

Dear @Mark,

Should you require any additional assistance, please do not hesitate to contact us.

Best Regards,
The 8Theme Team

#404186 Copied
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Urgent: “Add TO Basket” button lagging, not working properly and not adding the items to cart?

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