Customer can’t type in Credit Card Number

  • Resolved bredamcguigan

    (@bredamcguigan)


    3 years ago

    HI,
    My client is reporting that some clients can’t enter their credit card details at checkout, they can’t type anything into the box. It is not happening for all clients as orders are coming in, but they had 4 customers from different locations reporting the same thing. 1 was using a visa card and then I look in woocommerce it says the order failed due to Error processing payment. Reason: Credit card type is not accepted by this merchant account.
    I don’t know how the order appeared in woocommerce if no card is entered as when I test it it won’t complete.
    However I can’t see how this was the case as he could not enter any credit card details so it would not know what the card type is?
    I can’t replicate this error on any browser.
    Has anyone else had this problem?
    thanks
    Breda

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @bredamcguigan

    If the credit card input fields are not being rendered that could point to there being a JavaScript error on your checkout page.

    Can you share a website link?

    Are you certain the order that you reviewed is the same one in which a customer could not enter their payment details? Is this a returning customer or a new customer that was using a guest checkout?

    Is there anything that these customers share in common such as a billing country? Or if your client’s website supports multiple currencies were these orders in the same currency?

    Kind regards

    Thread Starter bredamcguigan

    (@bredamcguigan)

    HI,
    Yes the website is: https://arancrafts.com
    Yes I checked with the client and the failed order was from the same name and email and time as the customer contacted them. It seems to be a guest user.

    No it appears that the people with problems are not all in the same country. I need to check about the currency.
    What I can’t understand is if there is a js or css problem why it doesn’t happen for all orders and I can;t replicate on Opera, Edge, Chrome or Firefox.

    What I see is that when the checkout page loads the credit card section is faded until the country loads, but I think it loads Ireland as default so then the credit card section shows fine. Even if the country was not selected by dafault as soon as they change it to France for example the credit card area kicks in.

    I hope you can see something.
    Thanks
    Breda

    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @bredamcguigan,

    After reviewing the checkout page everything looks fine. I triggered a card decline error to make sure the form was submitted correctly. Are you using a custom theme?

    The error message you described typically happens when a 3rd party plugin triggers a JS error and it interferes with the WooCommerce Ajax checkout process. The checkout page reloads instead of submitting and the payment nonce field is empty, thus triggering that error.

    Kind Regards,

Viewing 3 replies - 1 through 3 (of 3 total)
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