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Subject: “urgent support request, add to cart confirmation pop-up display issue”.

This topic has 10 replies, 2 voices, and was last updated 5 days, 20 hours ago ago by Jack Richardson

Mark

Participant

August 14, 2026 at 14:18

Good afternoon, Support Team (Desktop and Mobile)

We would like to bring to your attention an issue reported by our clients on our e-commerce website. When a product is selected and add to cart is clicked, the expected pop-up or confirmation isn’t appearing. As a result, customers are uncertain if their item has been successfully added. The page becomes dimmed as if a pop-up has been triggered. However, the confirmation pop-up is not visible within the current screen view. To see the confirmation, a user must manually scroll up, which is not intuitive and was not the previous behaviour. We performed an internal check and confirmed this change. The page dims, but the confirmation pop-up renders outside of the visible area, requiring upward scrolling. This creates uncertainty for customers and may negatively impact conversions.

We’d appreciate your urgent assistance to investigate and resolve this issue, as it may be impacting the overall customer experience and sales.

Kind regards, Mark

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9 Answers

Jack Richardson

Support staff

August 14, 2026 at 14:44

Hello @Mark,

We attempted to replicate the issue on our end, but it did not appear during our testing. A video of our test is attached in the private content. Could you please clarify how to recreate the issue or provide us with a video from your testing?

Best regards,
Jack Richardson
The 8Theme’s Team

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Mark

Participant

August 14, 2026 at 16:34

Good afternoon, Jack

Thank you for your quick turnaround and for providing your findings in writing.

We can confirm that after testing on our side, the pop-up functionality appears to be working correctly.

Kind regards, Mark

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Jack Richardson

Support staff

August 14, 2026 at 17:12

Hello @Mark,

If you have any additional questions or concerns, please do not hesitate to reach out to us. Our support team is always available to assist you.

Kind regards, Jack Richardson
The 8theme’s team

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Mark

Participant

August 15, 2026 at 12:23

Hello Jack

Thanks for your response and for testing on your side.

Please find attached a screen recording that shows the issue we are encountering.

The steps are: open any product page, select the required options and click add to cart. The confirmation pop-up does trigger, but it renders below the visible screen, so customers don’t see it unless they scroll up. This is causing confusion and frustration and we are receiving frequent calls about it.

Could you please review the attached recording and investigate why the pop-up is appearing outside the visible area? We would appreciate prioritising this as it is impacting the customer journey and potentially our conversions.

Looking forward to your feedback and a resolution.

Kind regards, Mark

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Jack Richardson

Support staff

August 15, 2026 at 14:25

Hello @Mark,

We were able to replicate the issue only in the Safari browser. It seems we have found a fix and have already implemented it on your website: https://gyazo.com/e1e86b1259fccff64409d6588281d0b0. Additionally, we cleared your WP Rocket cache and re-tested the issue in the Safari browser after clearing the browser cache as well, and it was resolved. We kindly ask you to check the issue with all caches cleared and provide us with your feedback.

Best Regards,
Jack Richardson
The 8Theme’s Team

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Mark

Participant

August 15, 2026 at 19:03

Hello Jack,

Thanks for your earlier guidance. We cleared the cache as advised and also ran CCleaner, then tested on two different laptops. On our side, the issue persists. The first ‘Add to Cart’ pop-up still doesn’t render fully in view. It appears below the fold-screen, so customers have to scroll up to see it.

The same happens on the second step, when a customer adds a mattress protector to the bed set. The subsequent pop-up also doesn’t display fully on screen. Could you please take another look? If helpful, we can share a short screen recording showing both steps for clarity. We appreciate your help in resolving this.

Kind regards, Mark

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Jack Richardson

Support staff

August 17, 2026 at 06:11

Hello @Mark,

We kindly request that you test from another device and browser. Additionally, please provide us with a video so that we can reproduce the issue on our end, as our tests have shown it to be correct.

Best regards,
Jack Richardson
The 8Theme’s Team

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Mark

Participant

August 17, 2026 at 21:01

Hello Jack

Thank you for your response and for retesting the add to cart pop up. To assist further, we’ve recorded a new screen recording showing the issue. (see link below under private content)

On our side, the issue persists. The first ‘Add to Cart’ pop-up still doesn’t render fully in view. It appears below the screen, so customers have to scroll up to see it. The same happens on the second step, when a customer adds a mattress protector to the bed set. The subsequent pop-up also doesn’t display on screen.

We reproduced this on another laptop, in the brave browser, with the same result. We appreciate your help in resolving this.

Kind regards, Mark

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Jack Richardson

Support staff

August 18, 2026 at 06:07

Hello @Mark,

Thanks for providing us the video. Could you kindly clarify which browser you used for testing? Additionally, did you check from an incognito window, test on other devices, and clear all possible caches in your website and browser before testing? We have tested across several devices and different browsers, but the issue is not appearing on our side. Therefore, we believe the issue may be related to caching on your device.

If you would like to have an asap solution, you can disable the popup after adding to cart and set the off-canvas open action or notification alert in your Theme Options -> WooCommerce -> Shop layout.

Best regards,
Jack Richardson
The 8Theme’s Team

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