Inconsistent “Add to Cart” Events + Unresponsive Support

  • Hello PixelYourSite Team,

    I hope you’re doing well. I’ve encountered a strange issue with tracking add-to-cart events and wanted to bring it to your attention:

    Issue Description:
    While testing the “Add to Cart” event tracking (with AJAX add-to-cart enabled, on a shop archive page), I’ve noticed the following behavior:

    1. When I add the first item to the cart, no “Add to Cart” event is fired.
    2. When I add a second item (and any subsequent items) to the cart, the “Add to Cart” event does trigger and is visible in the tag browser. After the first event fails, all subsequent events seem to fire correctly.

    I’ve tried switching from WooCommerce Hooks to using button classes, but the issue persists.

    Additional Concern: I’ve also attempted to reach out to support for PYS Pro multiple times over the past months, but haven’t received any response. In the past, the support has been reliable, and I’m not sure what’s causing the current lack of communication.

    Any insights or guidance would be greatly appreciated. I’d love to get this issue resolved and understand what’s going on with the support channels.

    Thank you in advance for your help.

    Kind regards,
    Saskia

Viewing 4 replies - 1 through 4 (of 4 total)
  • Thread Starter Saskia Teichmann

    (@jyria)

    Hello again,

    I wanted to provide an update on the issue with the Add to Cart events. I’ve discovered that PixelYourSite’s Add to Cart events fire correctly when the Nitropack plugin is deactivated. With Nitropack enabled, the first Add to Cart event doesn’t trigger, which suggests a conflict or interference caused by Nitropack’s optimizations.

    I’ve reached out to the Nitropack support team for assistance in resolving this. Once I have more information, I’ll update this thread again.

    Please note that I have already followed Nitropack’s instructions on this page, however, the issue persists: https://support.nitropack.io/en/articles/10201787-nitropack-and-pixelyoursite-why-is-my-pixel-not-working-properly

    Thanks for your patience and help.

    Kind regards,
    Saskia

    Thread Starter Saskia Teichmann

    (@jyria)

    Hello PixelYourSite Team,

    I’ve received feedback from the NitroPack support team regarding the issue with the first Add to Cart event not firing. They’ve indicated that the problem may be tied to the WP_CACHE constant being set to true. Even without NitroPack connected or active, if WP_CACHE is enabled, the initial Add to Cart event doesn’t seem to trigger.

    This concern may not be limited to the Add to Cart event alone. If WP_CACHE = true is causing issues, other events might be affected as well. Since many sites use caching solutions and therefore have WP_CACHE set to true, it would be extremely helpful if PixelYourSite could investigate this scenario thoroughly and ensure that all events fire correctly from the very first interaction.

    Could you please look into this and provide a fix or guidance on how to maintain reliable event tracking, even when WP_CACHE is enabled?

    Thank you for your time and assistance.

    Kind regards,
    Saskia

    Thread Starter Saskia Teichmann

    (@jyria)

    Hello again!

    In the meantime, I’ve created another support ticket through your website’s contact form. However, I did not receive a “Ticket Creation” email or any confirmation via email that my submission was successful, despite seeing a “Successful submission” message on the page itself.

    I’d appreciate it if someone could respond here to confirm that the ticket has been received.

    Thank you so much,
    Saskia

    Hello Saskia, I’ve replied to your ticket via email. Let’s continue the conversation there.

    Thank you ??

Viewing 4 replies - 1 through 4 (of 4 total)
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