As a customer, your main objective is to shop. If you’re having trouble adding products to your cart, or for some reason are unable to connect to your cart, read on to identify possible issues.
Did You Comment Correctly?
If you’re shopping a Facebook sale, you must comment correctly in order for items to be added to your cart. Our system recognizes “mine,” “buy,” “sold,” and “mio” as commands. We also recognize codes commented without any preceding command.
If you’re commenting without a command, don’t include any extra words or characters before the special code. When using a command, be sure to include a space between the command and the item code.
Do NOT use spaces in your item code. For example, if the product code is ITEM123, then type “buy ITEM123,” not “buyITEM123” or “buy ITEM 123.” Don’t add special characters such as: “buy ITEM123!!“
Here is an example of how to correctly comment for an item:
This example shows how to add two products with one comment:
You can learn other forms of commenting here.
Out of Inventory
If you commented correctly and the item didn’t show up in your cart, there’s a good chance it’s sold out. Someone may have commented when you did and just barely beat you to it. If you were waiting in line, the shopper ahead likely purchased the remaining inventory. You may need to wait until the end of a live sale to view all the products, but any sold out products will be available for you to “reserve.” This way you’re notified if they items are restocked.
There’s no need to pay when you hit reserve since you only enter your payment information once the product becomes available.
Read our article on Buying Out of Stock Products to find out more about our reserve system and pre-ordering products.
Time Is Up!
If your cart timer expired then your queue has been cleared. When this happens, we reach out through email or text BuyItLive inviting you to start your cart once more. Unfortunately, any products other shoppers were waiting in line for will not be available to add back. If inventory runs out, you can reserve it and hope it’s a product the seller frequently restocks.
Did You Pre-Register? (group sales only)
When shopping a sale within a Facebook group or on Instagram, your cart may be empty if you haven’t pre-registered with our system. Simply follow the registration link provided by the seller and comment again to claim your item.
There is no need to pre-register if the store owner posted the sale on a Facebook page.
Do You Have More Than One BuyItLive Profile?
If you’ve logged into BuyItLive using more than one method (Facebook, Google, etc.), you likely have more than one BuyItLive account. You need to sign in to whichever profile you used while commenting. You can log out of BuyItLive and sign back in using the correct profile. If you’re unsure whether your profile matches your cart, reach out to the seller you’re shopping from and they can help you.
If the seller created your cart manually, they may have created it with the incorrect profile. They’ll need to recreate your cart with whichever profile you’re using to check out. Reach out to the seller or to BuyItLive customer service for help finding your cart.
Are You Logged In?
If the seller can see you have an active cart but you see that your cart is empty on your end, you’re either logged into the wrong account or you aren’t logged in at all. Visit your profile by clicking the icon in the top right corner of your screen. Once you get to the profile page, you’ll be able to see which account you’re logged into.
If your name shows you are shopping as a guest, then you aren’t logged in. Log out and use the seller’s sale link to log in using the correct account (most likely Facebook). If the name is correct, then the cart that can be seen by the seller is connected to a different account. Make sure you sign in with the same account connected to your account.
Did You Restrict Facebook Permissions?
In order for BuyItLive to read your comments, you need to enable all Facebook permissions the first time you log into BuyItLive. If you’ve restricted permissions, you’ll need to uninstall and then reinstall our app in your Facebook settings.
Re-adding the BuyItLive app is pretty simple. Follow the instructions here to make sure your comments can be read by our system.
Request a Unique Link
The generic cart link associated with each store should connect all customers to their active cart, but in the case a customer is having difficulty connecting to their cart, the unique link is a quick and easy way to resolve the issue.
FOR CUSTOMERS: If you were able to create a cart, but are unable to connect to it, you can request the seller send you the unique link connected to your cart. Copy and paste the unique link in your browser and you will be connected to your cart!
FOR SELLERS: The option to create a unique link for each customer cart is located under the customer’s name in Active Carts:
Click “Create Unique Link” to copy, then paste the link in a message to the customer the cart belongs to and they will be able to access their cart.
The unique cart link will connect whoever uses it last to the specific cart you created the link in. If you happen to click on it out of curiosity, or accidentally send it to the wrong person, don’t worry — Simply send the original customer the Unique Link to copy and paste and voila! — the cart will be reassigned to them.
Still Stuck?
If you’ve gone through this article and are still unable to view your cart, go ahead and reach out to us through Facebook messenger. Chances are we’ll be able to figure out why your cart is empty and help you check out quickly.
The box I commented on says reserved Is that mean I purchased it there are other boxes that I can claim or buy please help
Hey Cynrhia! Reserving a product doesn’t add it to your cart. You can read more about it here: https://support.buyitlive.co/knowledge-center/buying-products-out-of-stock/#reserving-products
How can I cancel my account on here
You can reach out to us via Facebook messenger here if you want your store deleted.
I placed an order about an hour ago. I would like to increase one piece from 1 to 2. The order is paid for. Thank you!
Hey Lori! BuyItLive is an E-commerce site and many stores sell using our system. You’ll need to contact the seller whose items you were shopping to add a piece to your order.