Cart empty for customers

  • Resolved kimafl

    (@kimafl)


    4 months, 3 weeks ago

    Our shopping cart does not work for customers. The link is to one page with multiple products, but I have tried other products on our site as well. When the customer clicks the Add to Cart button, the cart page appears with a message that the cart is empty. I have checked this with multiple browsers.

    The cart does work as expected when I am logged into WordPress in the site.

    Possibly related to this problem is a series of orders we have received over the last few days and that are marked as Payment Pending. All of the orders are from people and addresses far from our location, which is very unusual for our normal customer base. The last legitimate purchase was on January 25.

    Any advice to resolve this is appreciated.

    System Status Report

    ### WordPress Environment ###

    WordPress address (URL): [Redacted]
    Site address (URL): [Redacted]
    WC Version: 10.4.3
    Legacy REST API Package Version: The Legacy REST API plugin is not installed on this site.
    Action Scheduler Version: ✔ 3.9.3
    Log Directory Writable: ✔
    WP Version: 6.9
    WP Multisite: –
    WP Memory Limit: 256 MB
    WP Debug Mode: –
    WP Cron: ✔
    Language: en_US
    External object cache: –

    ### Server Environment ###

    Server Info: Apache
    Server Architecture: Linux 4.18.0-553.76.1.lve.el8.x86_64 x86_64
    PHP Version: 8.3.28
    PHP Post Max Size: 8 MB
    PHP Time Limit: 180
    PHP Max Input Vars: 1000
    cURL Version: 7.61.1
    OpenSSL/1.1.1k

    SUHOSIN Installed: –
    MySQL Version: 11.4.9-MariaDB
    Max Upload Size: 8 MB
    Default Timezone is UTC: ✔
    fsockopen/cURL: ✔
    SoapClient: ✔
    DOMDocument: ✔
    GZip: ✔
    Multibyte String: ✔
    Remote Post: ✔
    Remote Get: ✔

    ### Database ###

    [REDACTED]

    ### Post Type Counts ###

    attachment: 1022
    bwg_gallery: 1
    custom_css: 2
    customize_changeset: 4
    display_type: 7
    feedback: 360
    fusion_element: 15
    fusion_form: 3
    fusion_icons: 1
    fusion_tb_layout: 5
    fusion_tb_section: 11
    fusion_template: 6
    mailpoet_page: 1
    nav_menu_item: 52
    ngg_gallery: 1
    ngg_pictures: 12
    oembed_cache: 1
    page: 77
    pgc_simply_gallery: 1
    post: 12
    product: 295
    product_variation: 383
    pt_view: 1
    revision: 2282
    rl_gallery: 1
    shop_coupon: 17
    shop_order: 2024
    shop_order_refund: 36
    sp_wp_carousel: 1
    tribe_events: 174
    tribe_organizer: 2
    tribe_venue: 22
    wp_navigation: 1

    ### Security ###

    Secure connection (HTTPS): ✔
    Hide errors from visitors: ✔

    ### Active Plugins (18) ###

    Akismet Anti-spam: Spam Protection: by Automattic - Anti-spam Team – 5.6
    Antispam Bee: by pluginkollektiv – 2.11.8
    Content Views: by Content Views – 4.2.1
    Avada Builder: by ThemeFusion – 3.14.2
    Avada Core: by ThemeFusion – 5.14.2
    Jetpack: by Automattic – 15.4
    Pinterest for WooCommerce: by WooCommerce – 1.4.23 (update to version 1.4.24 is available)
    SimpLy Gallery Block & Lightbox: by GalleryCreator – 3.3.2
    The Events Calendar: by The Events Calendar – 6.15.14
    UpdraftPlus - Backup/Restore: by TeamUpdraft
    DavidAnderson – 1.26.1

    W3 Total Cache: by BoldGrid – 2.9.1
    WooPayments: by WooCommerce – 10.4.0
    WooCommerce PayPal Payments: by PayPal – 3.3.2
    WooCommerce Tax: by WooCommerce – 3.3.1
    WooCommerce: by Automattic – 10.4.3
    Wordfence Security: by Wordfence – 8.1.4
    WP Carousel: by ShapedPlugin LLC – 2.7.10
    ProfilePress: by ProfilePress Membership Team – 4.16.8

    ### Inactive Plugins (4) ###

    Google Listings and Ads: by WooCommerce – 2.5.17
    MailPoet: by MailPoet – 5.18.0
    TikTok: by TikTok – 1.2.3
    Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.5

    ### Dropin Plugins () ###

    advanced-cache.php: advanced-cache.php

    ### Settings ###

    Legacy API Enabled: –
    Force SSL: –
    Currency: USD ($)
    Currency Position: left
    Thousand Separator: ,
    Decimal Separator: .
    Number of Decimals: 2
    Taxonomies: Product Types: external (external)
    grouped (grouped)
    simple (simple)
    subscription (subscription)
    variable (variable)
    variable subscription (variable-subscription)

    Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
    exclude-from-search (exclude-from-search)
    featured (featured)
    outofstock (outofstock)
    rated-1 (rated-1)
    rated-2 (rated-2)
    rated-3 (rated-3)
    rated-4 (rated-4)
    rated-5 (rated-5)

    Connected to WooCommerce.com: –
    Enforce Approved Product Download Directories: –
    HPOS feature enabled: –
    Order datastore: WC_Order_Data_Store_CPT
    HPOS data sync enabled: –
    Enabled Features: analytics
    marketplace
    order_attribution
    site_visibility_badge
    remote_logging
    blueprint
    point_of_sale


    ### Logging ###

    Enabled: ✔
    Handler: Automattic\WooCommerce\Internal\Admin\Logging\LogHandlerFileV2
    Retention period: 30 days
    Level threshold: –
    Log directory size: 109 KB

    ### WC Pages ###

    Shop base: #8 - /shop/
    Cart: #9 - /cart/ -  Contains the [woocommerce_cart] shortcode
    Checkout: ❌ Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
    My account: ❌ Page does not contain the [woocommerce_my_account] shortcode.
    Terms and conditions: ❌ Page not set

    ### Theme ###

    Name: Avada Child
    Version: 1.0.0
    Author URL: https://theme-fusion.com
    Child Theme: ✔
    Parent Theme Name: Avada
    Parent Theme Version: 7.14.2
    Parent Theme Author URL: https://themeforest.net/user/ThemeFusion
    Theme type: Classic theme
    WooCommerce Support: ✔

    ### Templates ###

    Overrides: Avada/woocommerce/cart/cart.php
    Avada/woocommerce/checkout/form-pay.php
    Avada/woocommerce/checkout/review-order.php
    Avada/woocommerce/single-product/short-description.php
    Avada/woocommerce/single-product/tabs/additional-information.php
    Avada/woocommerce/single-product/tabs/description.php


    ### WooPayments ###

    Version: 10.4.0
    Connected to WPCOM: Yes
    WPCOM Blog ID: 218914673
    Account ID: acct_1N6dG3CHmp4igyWF
    Payment Gateway: Enabled
    Test Mode: Disabled
    Enabled APMs: card
    WooPay: Disabled
    WooPay Incompatible Extensions: No
    Apple Pay / Google Pay: Enabled (product,cart,checkout)
    Fraud Protection Level: basic
    Multi-currency: Enabled
    Auth and Capture: Disabled
    Documents: Disabled
    Logging: Disabled

    ### WooCommerce PayPal Payments ###

    Onboarded: ✔
    Branded only: –
    New UI active: –
    Shop country code: US
    WooCommerce currency supported: ✔
    Advanced Card Processing available in country: ✔
    Pay Later messaging available in country: ✔
    Webhook status: –
    PayPal Vault enabled: –
    ACDC Vault enabled: –
    Logging enabled: –
    Reference Transactions: –
    Used PayPal Checkout plugin: –
    Subscriptions Mode: Disabled
    PayPal Shipping Callback: –
    Apple Pay: –
    Google Pay: –
    Fastlane: –

    ### Admin ###

    Enabled Features: activity-panels
    analytics
    product-block-editor
    experimental-iapi-mini-cart
    coupons
    core-profiler
    customize-store
    customer-effort-score-tracks
    import-products-task
    experimental-fashion-sample-products
    shipping-smart-defaults
    shipping-setting-tour
    homescreen
    marketing
    mobile-app-banner
    onboarding
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    pattern-toolkit-full-composability
    product-custom-fields
    remote-inbox-notifications
    remote-free-extensions
    payment-gateway-suggestions
    printful
    shipping-label-banner
    subscriptions
    store-alerts
    transient-notices
    woo-mobile-welcome
    wc-pay-promotion
    wc-pay-welcome-page
    launch-your-store

    Disabled Features: product-data-views
    experimental-blocks
    experimental-iapi-runtime
    coming-soon-newsletter-template
    minified-js
    product-pre-publish-modal
    products-catalog-api
    settings
    async-product-editor-category-field
    product-editor-template-system
    use-wp-horizon
    rest-api-v4

    Daily Cron: ✔ Next scheduled: 2026-01-28 17:02:35 -05:00
    Options: ✔
    Notes: 211
    Onboarding: completed

    ### Action Scheduler ###

    Canceled: 54
    Oldest: 2025-12-27 14:23:25 -0500
    Newest: -0001-11-29 18:16:58 -0543

    Complete: 1,358
    Oldest: 2025-12-27 13:35:29 -0500
    Newest: 2026-01-27 11:31:49 -0500

    Failed: 1,498
    Oldest: 2023-06-20 02:31:26 -0400
    Newest: 2025-12-30 09:44:18 -0500

    Pending: 19
    Oldest: 2026-01-27 17:30:41 -0500
    Newest: 2026-04-28 13:44:36 -0400


    ### Status report information ###

    Generated at: 2026-01-28 13:13:48 -05:00

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)
  • Sai (woo-hc)

    (@saivutukuru)

    4 months, 3 weeks ago

    Hi @kimafl,

    Thanks for the detailed report, which helps a lot.

    The fact that the cart works when you’re logged in but empties for guests usually points to a session or caching issue, not the cart itself. I also noticed you’re running W3 Total Cache and that there’s an advanced-cache.php drop-in active, which suggests server or page caching may still be affecting WooCommerce sessions.

    A few things to check first:

    • Temporarily disable W3 Total Cache and test as a logged-out user in an incognito window
    • Make sure /cart/, /checkout/, and /my-account/ are excluded from all caching (including server/host-level caching)
    • Go to WooCommerce → Status → Tools and run Clear customer sessions
    • Clear the browser cache and test again while logged out

    The pending orders from unusual locations could also be a side effect of sessions not persisting correctly, so it’s good to resolve the cart issue first.

    If the issue persists after disabling caching, please let us know, and we can dig deeper into theme overrides or plugin conflicts.

    Plugin Support Ejay F – a11n

    (@ejayfernandes)

    4 months, 2 weeks ago

    I’m going to mark this as resolved, as we haven’t heard back from you in a while. Please open a new thread if you need further assistance.

    If you have time, we’d be grateful for a review: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/

Viewing 2 replies - 1 through 2 (of 2 total)

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