stripe not loading in strange conditions

  • Resolved peteratomic

    (@peteratomic)


    3 years, 3 months ago

    Have a customer complaining about not being able to checkout as the Stripe payment module seems to be stuck, never completely loading. Beyond bizarre because…

    * she’s tried multiple devices
    * she’s not logged in
    * experience is always the same

    While I’m hopeful that if I ask her to log in first, this issue will go away, it seemed worthy of investigation. The store is US based, but she’s in Canada. Can’t make sense out of it, since it can’t be a problem with a specific device and since she’s not logged in… something being blocked because of her IP address?? Turning my head into scrambled eggs trying to figure this out.

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Abhi G. a11n

    (@theabhig)

    Hi @peteratomic

    Thanks for sharing the issue your customer is experiencing and the additional information.

    You mentioned:

    Stripe payment module seems to be stuck, never completely loading.

    To clarify this – do you mean it doesn’t fully load on the checkout page at all, or are they able to enter their card details and it doesn’t progress when they try to complete their payment?

    I am in the UK and was able to see the Stripe fields on the checkout page.

    Also have you had any reports of this happening with any other customers?

    Something being blocked because of her IP address??

    I haven’t seen any cases of the Stripe plugin not loading based on a specific IP address but your hosting providers may be able to look into what they are seeing on their servers around this.

    Lastly, could you also please share your System Status Report?

    You can get it by navigating to the WooCommerce / Status section of your site. Once there, click on the Get system report button and then copy it by clicking on the Copy for support button. Then paste it here in a comment.

    We will be standing by for your response.

    Plugin Support Abhi G. a11n

    (@theabhig)

    Hi @peteratomic

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 2 replies - 1 through 2 (of 2 total)
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