Iphone 12 and android phones issue

Hello Support,

We are unable to add a variable products to the cart.
It is not working in iphone 12, iphone old versions and android phones.
Even I cannot access menu either just not open.
Please see attached video file.

Best Regards,
Scott

Hi,

Could you please reupload your video in a size smaller than 2MB? Or upload it to some cloud service like Dropbox or Google Drive.

Thank you in advance

Video URL link – https://drive.google.com/file/d/1ikdgJcXo8SKsNhyi1af6xBG_4U274KDI/view

Thanks

Could you please disable all plugins that are not related to our theme and send us your admin and FTP access?

Customer Email Screenshot. Please see attached file.

Thanks

Attachments:

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I deactivated plugins but it is not working.

Please disable them so we can check. Also, switch to the parent theme in Appearance -> Themes temporarily.

I disabled plugins and activate parent theme. Please check now

Hello Support Team,

What have you done?

2022 orders have been taken again

Please see attached file.

Thanks

Attachments:

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Hello,

We haven’t done anything related to orders on your website. We are investigating JS files for errors but didn’t change anything in the Dashboard.

Kind Regards

Have you fixed issue for mobile phones?

Hi

This is Scott, the owner of the business. Previous message we’re our developer.

Something has resulted in 2022 subscriptions being ‘re-run’ and payments taken out of customers bank. Our phones has not stopped ringing, this is a serious issue.

Also our emails have now stopped receiving.

“investigating JS files” – can this impact anything related to the above?

Could there be an overload on the hosting to cause email issues?

Appreciate your help and support with this to resolve asap.

Thanks

We disabled all plugins that we can and still not working on mobile. Cannot use search bar, menu or add any variable products to the basket.
During this process it caused our SUMO subscription plugin to re-run several payments of over £2500 and took money out of customers banks.
What do you suggest now as a way forward to resolve the mobile issue that has appeared since updating the theme?

We didn’t even start changing and debugging the file related to swatches. And we didn’t change anything in the dashboard that may cause re-run for subscription payments. Moreover, there is no such “button” in the dashboard that can cause this.

Our developer will look into the JS issue soon. The result will most likely be on Monday.

Ok
It must have been the de-activating of all the plugins – but to be honest I have no idea exactly how, just that at the same time of deactivating plugins and sending you details subscriptions were re-run.

Hello,

Please let me know if you have solved the problem so we can continue investigating the initial issue. Also, we recommend you create a staging clone of your website where you can do any experiments without harm to your live website.

Kind Regards

Hello Support,

All seem sot be working but how can this be?

We have not done anything so how can the issue resolve by itself?

Best Regards,

Hello,

No, we didn’t do anything on your website. Let me know once the problem appears again so we can check.

Kind Regards

[Author]

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