Brand Guide

Troubleshooting ​

This page applies to the Standard Widget and the MultiProduct Widget. For the other services, see the Troubleshooting section of their page.

My button appears for a few seconds, then disappears ​

When our script can't set up a button, it hides it (with display: none). This usually comes from one of the following:

  • Wrong locale: the script tag uses a locale for a different country than your website, for example en-GB on a French website.

  • Unknown product: the product doesn't exist in Click2Buy or is disabled, for example a new product that is on your website but not yet in Click2Buy. Contact your Customer Success Manager.

  • Incorrect value: the EAN, UPC or widget key contains an error, such as a space, an invisible character or a missing digit.

  • Wrong attribute: the value is in the wrong attribute, for example an EAN in data-widget-id:

    html
    <!-- ❌ Wrong: an EAN in data-widget-id -->
<div data-widget-element data-widget-id="EAN">

<!-- ✅ Right: an EAN in data-widget-ean -->
<div data-widget-element data-widget-ean="EAN">

<!-- ✅ Right: a widget key in data-widget-id -->
<div data-widget-element data-widget-id="WIDGET_ID">

My button doesn't work after the page changes ​

If your buttons are added or changed after the page has loaded (product selector, JavaScript framework, etc.), see Changes after page load.

Still stuck? ​

Contact us or your Customer Success Manager, with as much detail as possible (page URL, test environment and its login details if it is password-protected, etc.).