When I open the page on mobile, the Venmo button does not appear.

Hi @nimbus2006,
Glad you reached out.

I’m giving your Venmo issue a look (I see that button missing on mobile as well), and I’ll need your system information to get started. You can send this by navigating to Donations > Tools > System Info (tab) and clicking the button to “Get System Report” and copy/paste that into your reply here.

When I view the instructions for Offline Donations (checks/Zelle), I see this:
https://imgur.com/vB6X0s7

So it looks like those instructions have updated.

You mentioned clearing cache, and based on your issues that might be a factor here. I won’t be confident in that without seeing your system information to confirm, but I’ll go ahead and include some instructions for you that will help if you are running caching solutions.

Just clearing the cache won’t help. GiveWP has a list of caching exclusions you’ll need to implement to keep things running smoothly.

We put together this deep dive into what caching is and how it can cause problems: https://givewp.com/documentation/resources/caching/

Caching works really well for speeding up sites, but when a saved copy of the site has sensitive information in it (like donor info) it’s important that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is the correct one, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for caching at the server level, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching. At the very least, you should exclude the following slugs from caching:

/donations/
/donation-confirmation/
/donor-dashboard/
*any page with a donation form on it

Also, the following query strings (if your caching solution has a setting for them):
give-embed=donor-dashboard
giveDonationFormInIframe=1

Your host or the caching plugin/solution you are using can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder.

Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content. In cases like those, we recommend whitelisting the page, not just the slug, that way the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

I know this was quite a bit of information to share. If you have any questions about this let me know, I’m happy to help.

https://imgur.com/a/UymxM6Y

Please see the linked image.
You will see that the instructions have not been updated.

I then set these links to exclude with the cache plugin.

/donations/
/donation-confirmation/
/donor-dashboard/
/fund-donation/

I also turned off all hosting cache settings. But there is no change. Of course, all caches are verged.

Can you also answer the question about the Venmo icon not showing up on mobile?

Here is the system info.

WordPress Environment

Home URL: https://japanesenetwork.org
Site URL: https://japanesenetwork.org/2021
WP Version: 6.2
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
Permalink Structure: /archives/%post_id%
Show on Front: page
Page on Front: JaNetトップページ (#7)
Page for Posts: Unset
Table Prefix Length: rcduc_
Table Prefix Length: 6
Table Prefix Status: Acceptable
Admin AJAX: Accessible
Registered Post Statuses: publish, future, draft, pending, private, trash, auto-draft, inherit, request-pending, request-confirmed, request-failed, request-completed, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, dp-rewrite-republish

Server Environment

Hosting Provider: DBH: mysql12005.xserver.jp, SRV: japanesenetwork.org
TLS Connection: Connection uses TLS 1.2
TLS Connection: Bad
Server Info: Apache
PHP Version: 7.4.33
PHP Post Max Size: 1 GB
PHP Time Limit: 180
PHP Max Input Vars: 1000
PHP Max Upload Size: 1 GB
cURL Version: ? 7.29.0, NSS/3.44 - We recommend a minimum cURL version of 7.40.
SUHOSIN Installed: –
MySQL Version: 5.7.31
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
gzip: ?
GD Graphics Library: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

GiveWP Configuration

GiveWP Version: 2.25.2
GiveWP Cache: Enabled
Database Updates: All DB Updates Completed.
Database Updates: All Database Migrations Completed.
Database Tables: ? rcduc_give_donors? rcduc_give_donormeta? rcduc_give_comments? rcduc_give_commentmeta? rcduc_give_sessions? rcduc_give_formmeta? rcduc_give_sequential_ordering? rcduc_give_donationmeta? rcduc_give_revenue? rcduc_give_migrations? rcduc_give_log
GiveWP Cache: Enabled
GiveWP Cache: ?New Donation?Donation Receipt?Donation Processing Receipt?New Offline Donation?Offline Donation Instructions?New User Registration?User Registration Information?Donation Note?Email access
Upgraded From: 2.25.2
Test Mode: Disabled
Currency Code: USD
Currency Position: Before
Decimal Separator: .
Thousands Separator: ,
Success Page: https://japanesenetwork.org/donation-confirmation
Failure Page: https://japanesenetwork.org/donation-failed
Donation History Page: https://japanesenetwork.org/donor-dashboard
GiveWP Forms Slug: /donations/
Enabled Payment Gateways: PayPal Donations, PayPal Standard, Offline Donation
Default Payment Gateway: PayPal Donations
PayPal IPN Notifications: N/A
Donor Email Access: Enabled
Stripe Webhook Notifications: N/A

Active GiveWP Add-ons

Other Active Plugins

Akismet Anti-Spam: by Automattic – 5.1
All-in-One WP Migration: by ServMask – 7.73
All-in-One WP Migration pCloud Extension: by ServMask – 1.36
Avada Builder: by ThemeFusion – 3.10.1
Avada Core: by ThemeFusion – 5.10.1
Avada Custom Branding: by ThemeFusion – 1.2
Better Search Replace: by WP Engine – 1.4.2
Broken Link Checker: by WPMU DEV – 2.0.0
Converter for Media: by matt plugins – 5.8.4
Feed Them Social - Page, Post, Video and Photo Galleries: by SlickRemix – 4.1.2
Feed Them Social Premium: by SlickRemix – 2.0.1
FileBird: by Ninja Team – 5.1.5
Instant Images: by Darren Cooney – 5.2.0.2
Jetpack: by Automattic – 12.0
LiteSpeed Cache: by LiteSpeed Technologies – 5.3.3
Page Links To: by Mark Jaquith – 3.3.6
Password Protected: by WPExperts – 2.6.2
Search Regex: by John Godley – 3.0.6
Wordfence Security: by Wordfence – 7.9.2
WP Hide & Security Enhancer: by Nsp Code – 2.0.4
WP Multibyte Patch: by Seisuke Kuraishi – 2.9
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.5

Inactive Plugins

Active MU Plugins

wp-hide-loader.php: by –

Theme

Name: Avada Child
Version: 1.0.0
Author URL: https://theme-fusion.com
Child Theme: Yes
Parent Theme Name: Avada
Parent Theme Version: 7.10.1
Parent Theme Author URL: https://themeforest.net/user/Janet

I have now temporarily removed all Offline Donation instructions, but still see the original text. I have deleted all possible caches and browsed in incognito mode and this still happens.

I was able to solve the problem of the donation form being in Japanese by myself. So please help me to make Venmo buttons display and work properly on mobile.

I still need support from you regarding the emergency of the Venmo button. I look forward to hearing from you.

Support team, please get back to me.
Venmo button does not show up on mobile.

Hi @nimbus2006,
I took a look at your donation form on mobile today, and Venmo is displaying: https://imgur.com/TnbqtXW

I need to be able to see an issue to troubleshoot it, without a way to do that I’m relatively stuck.

When it comes to how and when Venmo and PayPal buttons are displayed, PayPal is the decision maker. Sometimes they opt not to display buttons based on locations (and other factors that I’m not privy to), you could check in with their support folks for more details about that.

I’ll follow up on the support ticket you created with this information as well, and I’ll be in touch about your PayPal ticket momentarily. I’m marking this as resolved for now, but if you still have questions you can send them along here, or create a new ticket and I’ll be happy to give things a look.

I am unfortunate to learn that you guys are unable to resolve this problem. I have no choice but to contact PayPal.
It is disappointing despite the fact that we sent them a system info and it took 6 days. I wish I had at least known this fact a little better so I could have taken the next action.