PayPal buttons not loading

  • Resolved webdesh

    (@webdesh)


    2 months ago

    Hi, we’ve already posted an official ticket through WooCommerce, but still haven’t received an answer, so thought to post here too. So, we are using this plugin in order to accept PayPal payments in our online shop. We are also using Stripe, so on Checkout there are 2 radio buttons for payment method – Stripe and PayPal. When you select PayPal, the card/account buttons should load at the bottom, but for some users, the spinner just keeps going indefinitely => our customers aren’t able to post the order using PayPal.

    I should mention that this happens very sporadically and we are not able to tie it to the user’s country or currency (we have multiple currencies that are served based on the user’s location, no currency switcher available on the frontend). We tried disabling our speed optimization plugin Nitropack, alas no results panned out.

    We are not exactly sure how to troubleshoot, as I mentioned it seems to happen very sporadically and at the moment the only person able to replicate it is our customer. They’ve tried different devices (mobile, laptop), and different browsers. So have we and for the past couple of days we’re consistently not able to replicate, while our customer is consistently seeing only the spinner. + we’ve also tried connecting through a VPN from multiple countries, including our customer’s, with no result still. We’ve contacted our hosting provider and they have ensured us there as no limits reach and such, which may slow down/prevent the service from loading.

    Could you please advise on how to troubleshoot in this case? We do have a staging environment and there we’re unable to replicate it at all, it seems to be working just fine.

    Setup:

    • Theme: Astra
    • Checkout page: created in Elementor, using a widget from Ultimate Addons for Elementor

    All softwares on the website are at their latest versions and we don’t have outdated/unsupported ones used either.

    Any help would be greatly appreciated, even suggestions on how we can replicate the issue. Thanks in advance!

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Krystian

    (@inpsydekrystian)

    Hello @webdesh

    I think I might know the solution to this issue, but taking a closer look at your checkout page should clarify things. At first glance, it seems like a problem with cookie consent. If cookies aren’t accepted, our JS is blocked, and the button doesn’t work as a result. Please follow these steps to share your system status report with us:

    1. Navigate to the WooCommerce / Status section in your site’s admin panel.
    2. Click on the Get system report button and then click Copy for support.
    3. Paste the report into our PrivateBin.
    4. After uploading, please share the link here so we can review the details thoroughly.

    We are waiting for your system reports to proceed with the analysis.

    Kind regards,
    Krystian

    Thread Starter webdesh

    (@webdesh)

    Hi Krystian,

    Thank you for the quick response. Unfortunately, I had to paste the ticket from a different WordPress account and the website you’re looking at is most probably the wrong one.

    I got the system status as instructed: https://privatebin.syde.com/?e07025befd2b2579#2KvMEDzj7Y6qnE7GychNfQ4ZE8kV2X1xhjQnRZ7bCQ8q – you’ll be able to see the correct site there.

    Other than that, the cookie manager being the issue seems legit, but even with the cookies accepted the behavior doesn’t change. The plugin in use in this online shop is: CookieYes.

    If you need me to follow up by email/use other channel, feel free to let me know and sorry if this has caused any inconvenience.

    Plugin Support Krystian

    (@inpsydekrystian)

    Hello @webdesh

    My initial assumption seems to be correct. I believe the only issue here is related to the cookie consent plugin. Here’s an example to illustrate:

    • When cookies are not accepted, the PayPal button does not appear: Screenshot 1.
    • After accepting cookies, the PayPal button becomes visible: Screenshot 2.

    This is not an uncommon issue, and it is caused by the cookie manager plugin (CookieYes, in this case) blocking certain resources, including PayPal’s JavaScript files, if cookies haven’t been accepted. The plugin’s behavior is intentional and aligns with GDPR regulations, as these PayPal libraries handle user data.

    Unfortunately, there isn’t an out-of-the-box resolution for this, except potentially switching to another cookie consent plugin that handles these scripts differently. Alternatively, you could configure CookieYes to exclude PayPal resources from being blocked, but this might require custom adjustments.

    Let me know if you need further assistance.

    Kind Regards,

    Krystian

    I have the same problem, I even uninstalled the cookie plugin, cleared the browser cache, changed browsers… the buttons no longer load, only the default theme button appears.

    How can I solve it?

Viewing 4 replies - 1 through 4 (of 4 total)
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