gsc
Scholar

cookie notification hiding checkout on mobile devices

I'm having an issue, when accessed via a mobile phone and possibly tablet (48% of my users) where the cookie notification hides the checkout after something has been added to cart. customers have contacted me asking how to pay, The concerning thing is how many left my site without telling me since the 25th when the cookie notification was added to my site,

 

Please help as i cannot remove the cookie notification and add my own, or move the cookie box to the top of the page as these options are no longer in my general website settings, i belive that either of these would likly sort this out, could you please let me know how to resolve this issue as customers are clearly having difficulty in finialising transactions.

 

affected website is https://www.key2code.co.uk

6 REPLIES
Community Manager

Re: cookie notification hiding checkout on mobile devices

Normally the banner will disappear if you navigate to another page, and won't show again until an hour has passed. Unless the first page your site that someone visits is a product page itself it shouldn't really be covering that up. Are seeing the banner persist even after navigating to a different page?

- Adam
Senior Community Specialist
gsc
Scholar

Re: cookie notification hiding checkout on mobile devices

from what i can workout is the cookie notification will not dissapear unless acknowledged, so when a customer adds an item to cart but does not accept the cookie pop up then they will not see the checkout button.and going by the dip in my site stats less than 20% of people actualy accept the cookies,..

gsc
Scholar

Re: cookie notification hiding checkout on mobile devices

ive just tested this myself, and this issue occurs when they land directly on a product page from an internet search,

then add that product to cart, this caused the banner to cover the checkout button on mobile devices unless the cookies is acknowledged.. 5 customers have now contacted me regarding this same issue since Saturday, never had any issues prior to this.

Employee Moderator

Re: cookie notification hiding checkout on mobile devices

Thanks for the additional information. Can you post a link to one of your products? Do you know if your cookie banner is set to show for all visitors or just EU? 

gsc
Scholar

Re: cookie notification hiding checkout on mobile devices

thank you for the reply, thought you guys had forgot about me..

it is still happening, i have tried EU only and everyone, with no difference... 20+ customers have now contacted me asking how they can checkout...

 

you can check the link below or any of my webpages from a mobile to check for yourself, once you land directly on one of my product pages, you enter a number into the keycode box, select quantity and add to cart...then unless you click to accept the cookies you CANNOT CHECKOUT!!!!

 

https://www.key2code.co.uk/store/p5/ROOF_BOX%2C_BAR_%26_RACK_KEYS_N001_-_N200_SERIES_KEYS__.html

 

PLEASE PLEASE PLEASE, can this be sorted as it is losing me custom!!!

 

Employee Moderator

Re: cookie notification hiding checkout on mobile devices

Sorry about that! We've been a bit on the busy side and I didn't realize I had a forgotten browser on my computer with several open tabs. Smiley Sad

 

The cookie banner has to be on your site in order to be compliant, but let me see if we have anything open regarding this. In the meantime you can maybe put a notification on your website instructing people to either accept the cookies or click on "remind me later".