CC Field is Disabled on iPhone

  • Resolved Mike Carter

    (@mcarter76)


    5 months, 3 weeks ago

    I had a customer call me a week ago who couldn’t place an order on my website because the CC field was disabled. She was on a mobile device. This was the first time I’d heard of it.

    Later, I had a friend test checkout on his iPhone, and he had the same issue. Initially, we thought it was a conflict with Apple Pay, but I disabled the Apple Pay button on the checkout page, and the problem still persists. Is this issue specific to my site, or has anyone else experienced it?

    `
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Viewing 10 replies - 1 through 10 (of 10 total)

  • Hey there, @mcarter76! Thanks for contacting us. I’m happy to help you.

    Can you please share the website’s URL so we can check it? ??

    To confirm, the customer who first reported it was also on an iPhone, correct?
    On Android it is working correctly?

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter Mike Carter

    (@mcarter76)

    Hi Carol,

    Thanks for looking into this. Is there some way to share my site’s URL privately?

    I was sort of concerned about my WordPress configuration being displayed publicly and then people being able to see the domain it’s attached to.

    Mike

    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi Mike @mcarter76,

    Thanks for looking into this. Is there some way to share my site’s URL privately?

    I was sort of concerned about my WordPress configuration being displayed publicly and then people being able to see the domain it’s attached to.

    I absolutely understand your concerrns! You can use our QuickForget service to do that: https://quickforget.com/.

    Thanks!
    -OP

    Thread Starter Mike Carter

    (@mcarter76)

    Here you go:

    https://quickforget.com/s/5fe4cd124318734b060dfc0a911dc240cf429fe649cddb1d

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @mcarter76

    The quickforget link expired. Could you please share it again, but this time with a longer expiration time?

    In the meantime, this kind of problem is usually caused by a conflict with your theme or with another plugin. The best way to determine this is to:

    • Temporarily switch your theme to Storefront or Twenty Twenty-Four
    • Disable all plugins except for WooCommerce
    • Repeat the action that is causing the problem

    If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

    I hope that helps! Let me know once you have done a conflict test!

    Thread Starter Mike Carter

    (@mcarter76)

    Hi Shameem,

    Thanks for the debug suggestions. Do you know if this issue has been reported before?

    Part of the trouble for me is that I don’t have an iPhone and can’t reproduce the issue on my Pixel phone, or in my web browser.

    UPDATE: I decided to post the URL without quickforget. Heck, there’s always the chance of getting free traffic from potential customers.

    https://www.kahoycrafts.com/

    Thanks,

    Mike

    • This reply was modified 5 months, 3 weeks ago by Mike Carter.
    Plugin Support omarfpg a11n

    (@omarfpg)

    Hi @mcarter76,

    Thanks for sharing the link. I just tested this on an iPhone 8 Plus and an iPhone 14 Pro, and I was able to see the CC fields.

    iPhone 14 Pro:

    Direct link to the image: https://snipboard.io/ZnFJmv.jpg

    iPhone 8 Plus:

    Direct link to the image: https://snipboard.io/qUBuwy.jpg

    I’m afraid without being able to replicate the issue this is difficult to troubleshoot. Maybe there’s an issue with your customer’s network? I see you have a Cloudflare check on the site; maybe that’s blocking the connection with Stripe in some networks or regions.

    Speaking of Cloudflare that reminds me of caching, have you had a chance to review this yet? https://developer.woocommerce.com/docs/how-to-configure-caching-plugins-for-woocommerce/#0-excluding-pages-from-the-cache.

    It could help.

    Thanks!
    -OP

    Thread Starter Mike Carter

    (@mcarter76)

    Thanks so much for testing that!

    I’m going to try some of your suggestions and see how it goes.

    Mike

    Thread Starter Mike Carter

    (@mcarter76)

    I wanted to follow up on this issue. It seemed to be temporarily resolved but later resurfaced.

    Things we tried or tested, that did not work:

    1. Switching to the Storefront theme
    2. Disabling all optional plugins

    What finally worked was switching to a different Stripe payment plugin. The majority of my customers are on iPhones, so it’s definitely not a bug I can live with. Hope this issue can be resolved in a future release of WooPayments. I’d be willing to give it another go at a future point.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    Hello @mcarter76,

    Thank you for following up on this issue and sharing the steps you’ve taken to troubleshoot the problem. I understand that the issue resurfaced despite trying different solutions, and I appreciate your persistence in finding a workaround.

    I’m glad to hear that switching to a different Stripe payment plugin resolved the issue for now. Your feedback is invaluable, and it will be passed along to our development team.

    Thank you for your patience and cooperation!?

Viewing 10 replies - 1 through 10 (of 10 total)
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