Poor Support

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  • February 12, 2025 at 7:30 pm #159096
    Admin
    Participant

    I have been emailing and following up with [email protected] for the last week and have had ZERO response!!

    This plugin is directly impacting my site, and I need assistance asap.

    We are facing an issue with this plugin where the quantity step in the cart, is not reflecting what is chosen on the product page.

    We sell items in decimal values, in quantity steps of 0.5 in most cases. When non decimal quantities are selected on the product page, it adds an extra 0.5 to the cart. i.e. If I select the quantity as 2 on the product page and add to cart, then 2.5 is added to the cart.

    I’ve tried adjusting all the settings and am having no luck.

    Settings inspected:

    • Quantity step category, sub category, and product level (all showing correct quantity step of 0.5)
    • Quantity step site level (all showing correct quantity step of 0.5)
    • All possible quantity related options in the settings that could impact the quantity step (tried turning each on and off and seeing if it fixes the issue)

    With further inspection I found that there’s something not being updated to reflect the 0.5 quantity step. Even though all the settings are set to 0.5, it doesn’t seem to recognize it here

    February 16, 2025 at 11:22 am #159308
    Taha
    Moderator
    Plugin Support

    Hi Admin,

    Thanks for reaching out, And we apologies for the late reply.

    I’m sorry to hear about the issue. I actually replied to your email six days ago, but perhaps you didn’t receive it. Could you please confirm if you received an email from [email protected]? The ticket status is still pending, and I was waiting for your response.

    Since I can’t replicate the issue on my end, I’d like to confirm a few things:

    1. Are you using the latest version (4.9.7)? If not, please update and check if the issue persists.
    2. Ensure that the “Add to cart” validation option is set to “Do not validate” in the General tab.
    3. You mentioned that this issue is urgent—do you have a staging site where we can investigate further? If so, please provide the necessary credentials via email, and I will prioritize this issue, escalating it to our development team if needed.

    I’ll be waiting for your reply. Let me know how you’d like to proceed.

    Best regards,
    WPFactory Support Team

    February 18, 2025 at 8:15 pm #159474
    Admin
    Participant

    I’ve replied to you via email to share the staging site credentials.

    February 19, 2025 at 8:52 am #159494
    Taha
    Moderator
    Plugin Support

    Hi Admin,

    Thanks for providing access. I received your email, but it didn’t include a password, so I reset it and managed to log in successfully.

    Regarding your issue, I believe I’ve resolved it. Here’s what I found:

    1. Outdated Plugin Version – Your plugin was not up to date, so I installed the latest version for you. If this is a staging site, please ensure you update the plugin on your live site as well.
    2. Advanced Options Enabled – The advanced optionForce on change for Step and Min/max Quantity were enabled, which I believe was causing the issue. I have disabled them.

    I’ve tested the Min Cart Widget and the Step settings for the following product:
    🔗 4.125×9.5 #10 O.S. Via Linen
    Everything seems to be working correctly now.

    Please check and let me know if this resolves the issue or if you need any further assistance.

    Best regards,
    WPFactory Support Team

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