missing credit card details panel

Hi @snyggapa

Thanks for reaching out!

I understand that the credit card input details on your site’s checkout page are not showing as expected for some customers particularly on Mac devices, correct?

We’re you able to replicate the issue on your end and reproduce the same result?

For us to investigate your issue further, I’d like to understand your site properly. Please share your System Status Report that you can find via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

If you could also provide the 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.

Thanks!

Hi there. Correct, we have been notified of one instance where the card details panel does not display. I suspect that it’s fine for 99% of people as we have only had one report of a problem, however of course we don’t know how many people have tried and not bothered to contact us.

This single know problem was on a mac. I have a partial screenshot but looks like I can’t include images here – but the section where you enter the card details was just a grey outline with no content.

No relevant status logs, woocommerce log below, I have redacted the site URL and DB prefix

Any ideas are appreciated, thanks

WordPress Environment

WordPress address (URL): https://mysite.replaced
Site address (URL): https://mysite.replaced
WC Version: 7.7.0
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Action Scheduler Version: ? 3.5.4
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OpenSSL/1.1.1f

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Security

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Hide errors from visitors: ?

Active Plugins (11)

Astra Pro: by Brainstorm Force – 4.1.5
DreamHost Panel Login: by DreamHost
danielbachhuber – 1.0.0

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Dropin Plugins (1)

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Enforce Approved Product Download Directories: ?
HPOS feature screen enabled: –
HPOS feature enabled: –
Order datastore: WC_Order_Data_Store_CPT
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WC Pages

Shop base: #75 - /shop/
Basket: #76 - /cart/
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My account: ? Page does not contain the [woocommerce_my_account] shortcode.
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Templates

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Square

Environment: Production
Tokenization Enabled: –
Debug Mode: Off

Admin

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settings

Daily Cron: ? Next scheduled: 2023-05-31 12:46:50 +01:00
Options: ?
Notes: 70
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Action Scheduler

Complete: 1,226
Oldest: 2023-04-30 00:02:08 +0100
Newest: 2023-05-30 08:51:31 +0100

Failed: 3
Oldest: 2023-03-27 13:59:57 +0100
Newest: 2023-05-17 00:20:01 +0100

Pending: 2
Oldest: 2023-05-30 22:44:54 +0100
Newest: 2023-05-31 00:58:22 +0100

Status report information

Generated at: 2023-05-30 21:12:01 +01:00
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Hello,

Yes you can provide screenshot links in the forum, you may want to use https://snipboard.io – please follow the instructions on that page, then paste the URL in this thread.

Regarding the system status report, can you try again after updating Square to its latest version to see if that works?

Let us know how that goes.

Thanks Igor. Screenshot below:

https://snipboard.io/TzCce3.jpg

I have am updated to square 3.81 to 3.8.2 , I would be both disappointed and delighted if it were fixed . Delighted of course, but disappointed that the change log shows no obvious change that should fix it ??

not sure if I can get the customer to re-test as I don’t have a direct channel of communication, if I can get them to I will report back. Does the screenshot give you any clues – I guess it’s due to the way that the payment section page is rendered. If I could get it to fail myself I could do a load of digging but I can’t

Thanks

Hi there @snyggapa ??

Does the screenshot give you any clues – I guess it’s due to the way that the payment section page is rendered.

I would suggest temporarily switching your theme to Storefront, and try to reproduce the problem. If you are not able to see the issue on your end, in the first place, it would not help much in troubleshooting though.

I hope this helps!

Thanks. Yes, if I can’t reproduce it I can’t do a lot and if this isn’t a known problem I just will have to hope that it is something environmental with one user.

If I can reproduce it I shall try other things out, but may as well close this ticket until that point.

Regards

Steve

Hello @snyggapa,

The customer might be using an outdated browser. Either way, if you’re able to reproduce the issue or have any new findings, please make sure to let us know. :?)

Until then, I will mark the thread as solved.

Cheers!