Add to cart problems
The cart count doesn't update, shoppers land on the wrong page, or adding to cart shows an error.
Find what you're seeing below. Each problem starts with a quick check, then the fix.
Try it yourself first. Open your store in a private browser window, tap a clip, then tap the product card or the round +. That shows you what shoppers see.
The cart drawer doesn't open, or the cart count doesn't change
That's expected. Adding from a video doesn't open your theme's cart drawer or refresh the cart count in the header. The product is in the cart. The count catches up on the next page the shopper opens.
In the app, click Settings, then open Products.
Set Add to cart action to Go to cart. Shoppers are taken to your cart page after adding, and it always shows the right items.
Click Save, then reload your storefront.
To confirm the product went in, open your cart page at yourstore.com/cart.
Shoppers are taken to the cart after every add
Add to cart action is set to Go to cart, the default. To keep the video playing and show a short message instead:
Go to Settings → Products.
Set Add to cart action to Quick add.
Click Save.
Remember that with Quick add, your header's cart count and cart drawer won't update by themselves. See the first problem above. More in Products.
Tapping the product goes to the product page
Quick checks:
- Open Settings → Products. Is Buy button action set to Link to the product page? If so, tapping the card goes to the product page on purpose. Switch it to Open quick add panel with product details and click Save.
- If it's already on the quick add panel, the panel couldn't load the product, so the shopper was sent to the product page instead. Open the product in Shopify and check that it's Active, that it's available on the Online Store sales channel, and that it's available in the shopper's market.
- Reload your storefront and try again.
The + button takes shoppers to the product page
The round + button adds a product that has one variant in stock straight to the cart. If the add fails, or the product can't be loaded, the shopper is sent to the product page so they can finish there. The usual cause is that the product isn't available on your Online Store sales channel or in the shopper's market. Fix it the same way as the problem above.
The + button ignores Buy button action. A product with more than one variant opens the quick add panel instead.
The quick add panel shows an error
The panel shows Shopify's own message, for example when there isn't enough stock for the quantity chosen. The shopper can pick another variant or a smaller quantity.
Could not add to cart. means Shopify didn't give a reason. Ask the shopper to try again. If it keeps happening, check the product in Shopify: it must be Active and available on your Online Store.
The product asks for more than a variant
Products that need extra details, such as engraving text, an uploaded file, or fields from a product options app, can't collect them in the quick add panel. The panel only sends the variant and quantity, and subscriptions and selling plans aren't supported. Shoppers can tap View full details in the panel to finish on the product page.
The card or button says Sold out
Every variant of the product is sold out. Restock it, or turn on Hide out of stock products and variants in Settings → Products so sold-out products don't show a card.
If only some variants are sold out, the quick add panel lists them as — sold out and shoppers pick another. With Hide out of stock products and variants on, they aren't listed at all.
The price on the card and the panel don't match
The card shows the product's lowest price. The panel shows the price of the variant the shopper picked. When variants have different prices, the two differ. Both show the shopper's currency.
The quick add panel opens by itself
Settings → Fullscreen player → Automatically show product quick add in fullscreen is on. It only does this on desktop, for the first clip the player opens on, and only when that clip has a product. Turn it off if you'd rather shoppers tap first.
The button's colours don't match your theme
The Add to cart button in the player uses the shop-wide Button background and Button text in Settings → Appearance, not the colours in a widget's design tabs.
The button text is in the wrong language
See Button text is in the wrong language.