Value present in name and surname of the checkout form

Here is a quick video https://www.loom.com/share/ffa0267d135849d2bbe98826100a1c8c
I am logged in to site, but those are not my credentials. This issue is also visible in incognito mode, both safari and chrome. And on 3 different computers on different locations, so it’s not prefilled by the browser.

Hey @debbieschrijft,

Thanks for clarifying the issue and sharing the video. ??

When logged into a site, WooCommerce will try to pre-populate the Checkout page fields with the information that has been added to that user’s account profile- such as their Name, Email, Billing Address, Shipping Address, etc. However, the issue that you described is different than that, as no info should be pre-populated on the Checkout page in an incognito browser as a ‘guest’.

In most cases, issues like this are related to caching. With WooCommerce, there are a few pages that should not be cached– namely, My Account, Cart, and Checkout. If the Checkout page is being cached, the site will load the ‘saved’ version of that page to help with site performance, but that means that it may load the information that was entered by a previous customer- which you definitely do not want to have happen.

I’d suggest reviewing any caching settings on the site, both that may be added via a caching plugin as well as server caching. The three pages mentioned above should be “excluded” from caching, so that every customer will only see their own information or blank fields (if they are new or not logged in).

If you aren’t sure how to add exclusions, I’d suggest contacting your host for guidance.

Hi Shaun,

Thank you for your reply!
It is regarding my site, so I’ll tag along on the conversation. Cache has been completely emptied, in all browsers, wordpress, theme, FTP/File Manager and my hosting doesn’t do anything in particular with server cache. So all the possible cache has been emptied, yet the problem remains.

Things that we tried:
-Cache switched off + emptied from the server.
-Switched to a different theme, same problem.
-Divi cache also emptied
-Amelia plugin turned off, doesn’t solve it either.
-There is nothing in the code to adjust fields or any other manual changes

How can this issue be resolved? Please help!

Hi @frederiquebosma,

Thanks for the additional information.

I see that you’ve switched the theme but have only disabled the Amelia plugin. There could be another plugin aside from Amelia that is conflicting with WooCommerce causing the issue.

In order to troubleshoot this further would you mind taking the following steps?

1. Temporarily switch to one of our default themes, such as Storefront (https://woocommerce.com/storefront/);

2. We also recommend deactivating all plugins except for WooCommerce to see if this resolves the issue at that point. If it does, then you would need to activate each plugin, one at a time, to see if you can find the conflicting extension/plugin;

It is advisable to backup your site content and database before making any changes, and you could also duplicate the site for testing purposes if you don’t want to interrupt the live site.

For a full guide on conflict testing, please see: https://docs.woocommerce.com/document/woocommerce-self-service-guide/

Thanks.

Hi Mirko,

Every single plugin has been disabled and we also tried other themes.
Truely almost everything anyone could think of we’ve tried.
Something is going wrong, but no one can seem to figure out what it is.
There is no caching on my hosting so that can’t be it too, I’ve had contact with them. My hosting sees errors coming from Woocommerce, so something is going wrong at the Woocommerce end.

Can you please help to find out what is causing the issue, and go further than the most obvious answers as we tried pretty much everything already?

Thanks!

Hi @frederiquebosma,

Thanks for trying the conflict test.

My hosting sees errors coming from Woocommerce, so something is going wrong at the Woocommerce end.

Can you please tell us what errors are your hosting company seeing? You could also share with us any related fatal error found under WooCommerce > System Status > Logs (if available).

Another option would be using a plugin like Query Monitor which is great for debugging: https://www.ads-software.com/plugins/query-monitor/.

Thanks.

Hi @debbieschrijft

We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.