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I'm having trouble adding an item to my cart or seeing an error when I try to checkout - what should I do?

Please follow the steps below:

Step 1: Clear Cache and Cookies

  1. Open your browser and press Ctrl + Shift + Del (Windows) or Cmd + Shift + Del (Mac).
  2. Set the Time Range to All Time.
  3. Check the boxes for Cookies and other site data and Cached images and files.
  4. Click Clear Data (or Clear Now). [1, 2]

Step 2: Capture Console and Network Logs
  1. Open the broken or lagging webpage in your browser.
  2. Press F12 (Windows) or Option + Cmd + J (Mac) to open Developer Tools.
  3. Click the Network tab at the top of the Developer Tools panel.
  4. Reproduce the exact issue you are experiencing (e.g., click the button that threw an error).
  5. Right-click anywhere within the Network request list and select Save all as HAR with content (or click the down arrow icon named Export HAR).
  6. Save the .har file to your desktop. [1, 2, 3, 4]

Step 3: Capture Console Errors
  1. Click the Console tab directly next to the Network tab in Developer Tools.
  2. Right-click anywhere on the text and select Save as... to download your console logs, or take a full screenshot of any red error messages.

Step 4: Share the Files Back

  1. Reply to this email and attach the saved .har file along with the console logs or screenshots so our engineering team can investigate. When you share the files with us, please provide the following information:

    1. What specific web browsers are you using?

    2. Is there a specific application or software error you are looking to troubleshoot

    3. Do you need instructions for mobile browsers as well?