• Resolved logicmakesense

    (@logicmakesense)


    I am using the Woocommerce Square plugin. I just set everything up over the last week. I have had two purchases, but I’ve also had three people reach out to tell me they didn’t see a way to pay. Step #5, which should be the credit card step is not showing.

    There is no custom coding on the checkout page other than adding my own header.

    Before the first person reached out, I had a sale on the same day. There was nothing changed on the website between the two. I thought maybe it was just cache (I use W3 Total Cache). So, I cleared and added cart and checkout to be excluded from cache. They were on a Windows computer using Chrome.

    They came back and at first, they still didn’t see it, but after a few times of switching pages, it worked. So, it may fit with the cache theory.

    However, I had someone else also have the issue. When they came back and attempted, they didn’t see it at first. They said they thought it was because they used auto populate for their data. When they tried type it in it showed.

    I attempted the same thing, but the field shows up on the page immediately and never disappears when I used auto populate.

    The second person was also before I had made the adjustments to the cache, so maybe still a cache issue.

    Then I had someone else today with the same issue. They haven’t tried it again, but they were on their iphone using Chrome, and they didn’t auto populate data.

    I have not been able to replicate it. I have tried multiple devices. Computers and phones. Logged in and logged out, as well as incognito (Chrome and Edge).

    Things I’ve attempted to fix the problem.

    ? Clear cache
    ? Exclude cart and checkout from cache
    ? Paused all plugins except Woocommerce and Woocommerce Square.
    ? Didn’t test switching themes because I can’t seem to replicate the problem to know if it worked.
    ? Updated all plugins, theme, and WordPress.
    ? Updated database

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

Viewing 11 replies - 1 through 11 (of 11 total)
  • Hi @logicmakesense

    Thanks for reaching out!

    I understand that the credit card input fields on your site’s checkout page is intermittently disappearing, correct?

    I’ve checked your site in three different browsers, however, I am unable to replicate the issue on my end. One thing I would like to note is that on first load of the checkout page, this is what I see:

    However, after few seconds, the credit card input fields are already visible as you can see below:

    I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

    • System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
    • Fatal error logs (if any) under WooCommerce > Status > Logs.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Once we have more information, we’ll be able to assist you further.

    Thread Starter logicmakesense

    (@logicmakesense)

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @logicmakesense

    Thanks for sharing details explanation and requested information.

    Your system status reports show that everything is running as it should be. Still, there’s always room for improvement!

    Boosting your website performance could help resolve the issue you’re experiencing. How about upgrading your PHP to 8.1.26? Also, consider increasing your PHP Post Max Size from 128 MB to a whopping 2 GB, and extend your PHP Time Limit from 120 to a generous 1200.

    After I reviewed all the fatal error logs, I couldn’t find anything relevant to the intermittent disappearance of the credit card input field on the checkout page.

    Since you’ve already done a great job at troubleshooting – clearing cache, excluding cart and checkout from cache, updating all plugins, theme, and WordPress, etc., I would recommend you head over to WooCommerce → Status → Tools, and do the following:

    • WooCommerce transients – Clear
    • Expired transients – Clear
    • Clear template cache – Clear
    • Capabilities – Reset Capabilities
    • Clear customer sessions -Clear

    Once you’ve made the necessary adjustments, make sure you keep a close eye on your site. If you can, connect with customers who are having trouble with payments. Verify if they’re still encountering these issues or not.

    Additionally, temporarily turn off the “Customer Profiles” feature in your Stripe payment settings. This feature enables tokenization and allows your customers to store their payment details for future checkouts safely.

    Let us know how that goes. Looking forward to helping you.

    Thread Starter logicmakesense

    (@logicmakesense)

    Thanks. I did those things. I didn’t have the customer profiles option checked. I don’t know what any of those first things mean. lol What impact will it have? I will have to ask my webhost to make those adjustments.

    Plugin Support Beauty of Code (woo-hc)

    (@beautyofcode)

    Hey @logicmakesense,

    Great question!

    Doing this can significantly improve performance, enable smoother handling of larger data uploads, and prevent interruptions for complex tasks, ultimately enhancing your site’s speed, capacity, and ability to handle demanding operations.

    I will have to ask my webhost to make those adjustments.

    That sounds like a plan!

    In the meantime, since this is an intermittent issue that you are unable to replicate, I’d like to gather a bit more information. Please can you clarify the following:

    • Are there any similarities with the customers that experienced this issue (such as the country they were checking out from)?
    • Do either customers have browser extensions enabled? Sometimes browser extensions can interfere with a site.
    • Do you recall any site/server updates before this issue first popped up?

    Cheers!

    Thread Starter logicmakesense

    (@logicmakesense)

    They are all from the US, three different states. I don’t know about extensions. I know one was on a Windows laptop (not sure of the browser) and another was on an iphone with a Chrome browser.

    As far as updates to the site, no changes between an order I received earlier on the day that two of them had. I had someone else purchase that day, probably about an hour before, and no issues. There were no changes between that purchase and the failed attempts.

    Hey, @logicmakesense!

    Thank you for sharing the information. Please let us know if you have any new information or if the issue happens again so we can continue to help you investigate this.

    Were you able to ask the webhost to make the changes we suggested?

    If you face any issues or have any questions, please let us know so we can assist you further.

    Have a wonderful day!

    Thread Starter logicmakesense

    (@logicmakesense)

    I had several people try to order today and 3 of 4 had issues with the credit card field not showing. It’s frustrating when I can’t get the issue to show itself. I am working on trying to get more information.

    Could it be the payment plugin? We are using the Woocommerce Square plugin. Do you think it would change if I switched to Woocommerce Payments or went directly to Stripe? It just seems so random I don’t see why it would be the plugin and not have it happen to everyone.

    Thread Starter logicmakesense

    (@logicmakesense)

    Again, hard to know since I can’t replicate the issue, but could having WPForms plugin be an issue?

    I know before I installed WC and the WC Square plugin, I was using WPForms with their Square plugin. When I had both the WPF Square and WC Square plugins active I was getting an error on the WC checkout where it wouldn’t process. I turned off the WPF Square plugin and it started processing. I no longer even have the WPF Square plugin, so that’s not the issue, but wondering if WPForms may be an issue.

    Obviously I can turn it off, but since I haven’t been able to replicate it I will have no idea if it works unless no one reaches out.

    Thread Starter logicmakesense

    (@logicmakesense)

    I think I figured it out. HTTP wasn’t being redirected to HTTPS, and so the plugin wouldn’t show.

    Hi @logicmakesense

    I think I figured it out. HTTP wasn’t being redirected to HTTPS, and so the plugin wouldn’t show.

    I’m glad you were able to find the culprit of your issue here and thanks for sharing it with the community too! ??

    I will be marking this thread as resolved. Should you have further inquiries, kindly create a new topic here.

    Meanwhile, if you have a moment to spare, we would love it if you could share your thoughts with us by leaving a review or feedback. Your experience and feedback are important to help us improve and ensure we’re always providing the best possible support.

    Thanks!

Viewing 11 replies - 1 through 11 (of 11 total)
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