Changing payment method clears form

Hi @shardulgaikwad,

Glad you reached out (and thanks for those kind words about GiveWP)! I took a look at your form and I can see the issue you are bumping into. I need just a bit more information to dig in. Send along your system information. You can do this by navigating to Donations > Tools > System Info (tab) and click the button to “Get System Report” and copy/paste that in your reply here. That should give me an idea of anything running in your environment that might be causing an issue.

Let me know if you have any questions about this in the meantime, I’m happy to help.

Hi @stephanieliy Thanks for the response.

Please find below the system report

Thanks,

Shardul

### WordPress Environment ###

Home URL: https://swangraphics.org
Site URL: https://swangraphics.org
WP Version: 6.1.1
WP Multisite: –
WP Memory Limit: 512 MB
WP Debug Mode: –
WP Cron: ?</img>
Language: en_US
Permalink Structure: /%postname%/
Show on Front: page
Page on Front: Home (#97)
Page for Posts: Unset
Table Prefix Length: wp_
Table Prefix Length: 3
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, wc-pending, wc-processing, wc-on-hold, wc-completed, wc-cancelled, wc-refunded, wc-failed, wc-checkout-draft, refunded, failed, revoked, cancelled, abandoned, processing, preapproval, dp-rewrite-republish, give_subscription

### Server Environment ###

Hosting Provider: WP Engine
TLS Connection: Connection uses TLS 1.3
TLS Connection: Probably Okay
Server Info: nginx
PHP Version: 7.4.33
PHP Post Max Size: 100 MB
PHP Time Limit: 43300
PHP Max Input Vars: 10000
PHP Max Upload Size: 50 MB
cURL Version: 7.58.0, OpenSSL/1.1.1
SUHOSIN Installed: –
MySQL Version: 5.7.39
Default Timezone is UTC: ?</img>
fsockopen/cURL: ?</img>
SoapClient: ?</img>
DOMDocument: ?</img>
gzip: ?</img>
GD Graphics Library: ?</img>
Multibyte String: ?</img>
Remote Post: ?</img>
Remote Get: ?</img>

### GiveWP Configuration ###

GiveWP Version: 2.23.2
GiveWP Cache: Enabled
Database Updates: All DB Updates Completed.
Database Updates: All Database Migrations Completed.
Database Tables: ?</img> wp_give_donors?</img> wp_give_donormeta?</img> wp_give_comments?</img> wp_give_commentmeta?</img> wp_give_sessions?</img> wp_give_formmeta?</img> wp_give_sequential_ordering?</img> wp_give_donationmeta?</img> wp_give_revenue?</img> wp_give_migrations?</img> wp_give_log
GiveWP Cache: Enabled
GiveWP Cache: ?</img>New Donation?</img>Donation Receipt?</img>New Offline Donation?</img>Offline Donation Instructions?</img>New User Registration?</img>User Registration Information?</img>Donation Note?</img>Email access?</img>Daily Email Report?</img>Weekly Email Report?</img>Monthly Email Report?</img>Renewal Receipt Email?</img>Admin Renewal Receipt Email?</img>Subscription Cancelled Email?</img>Admin Subscription Cancelled Email?</img>Subscription Completed Email?</img>Subscription Reminder Email?</img>Subscriptions Email Access?</img>Subscription Payment Failed Email
Upgraded From: 2.23.1
Test Mode: Disabled
Currency Code: USD
Currency Position: Before
Decimal Separator: .
Thousands Separator: ,
Success Page: https://swangraphics.org/donation-confirmation/
Failure Page: https://swangraphics.org/donation-failed/
Donation History Page: https://swangraphics.org/donor-dashboard/
GiveWP Forms Slug: /donations/
Enabled Payment Gateways: Authorize.net, Authorize.net eCheck (ACH)
Default Payment Gateway: Authorize.net
PayPal IPN Notifications: N/A
Donor Email Access: Disabled
Stripe Webhook Notifications: N/A

### Active GiveWP Add-ons ###

Give - Authorize.net Gateway: ?</img> Licensed – by GiveWP – 1.5.1
Give - Donation Upsells for WooCommerce: ?</img> Licensed – by GiveWP – 1.2.0
Give - Email Reports: ?</img> Licensed – by GiveWP – 1.1.4
Give - Fee Recovery: ?</img> Licensed – by GiveWP – 1.9.6
Give - Form Field Manager: ?</img> Licensed – by GiveWP – 2.0.2
Give - Google Analytics Donation Tracking: ?</img> Licensed – by GiveWP – 1.2.5
Give - Manual Donations: ?</img> Licensed – by GiveWP – 1.6.0
Give - Recurring Donations: ?</img> Licensed – by GiveWP – 1.14.1

### Other Active Plugins ###

Akismet Anti-Spam: by Automattic – 5.0.2
All-in-One WP Migration: by ServMask – 7.69
Astra Pro: by Brainstorm Force – 3.9.4
CAPTCHA 4WP: by WP White Security – 7.1.1
Elementor: by Elementor.com – 3.6.4
Elementor Header & Footer Builder: by Brainstorm Force, Nikhil Chavan – 1.6.10
Elementor Pro: by Elementor.com – 3.6.5
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.11.0
iThemes Security Pro: by iThemes – 6.8.4
Really Simple SSL: by Really Simple Plugins – 6.0.14
Ultimate Addons for Elementor: by Brainstorm Force – 1.36.13
White Label CMS: by www.videousermanuals.com – 2.5
WooCommerce: by Automattic – 7.2.2
Wordfence Security: by Wordfence – 7.8.2
WordPress Importer: by wordpressdotorg – 0.8
WP Engine Smart Plugin Manager: by WP Engine – 5.13.8
WP File Manager: by mndpsingh287 – 7.1.7
WPForms Lite: by WPForms – 1.7.8
WP Mail SMTP: by WPForms – 3.7.0
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 4.5
Yoast SEO: by Team Yoast – 19.13

### Inactive Plugins ###

Genesis Blocks: by StudioPress – 1.5.3
iThemes Security: by iThemes – 8.1.4
Nginx Helper: by rtCamp – 2.2.2

### Active MU Plugins ###

Force Strong Passwords - WPE Edition: by Jason Cosper – 1.8.0
WP Engine Cache Plugin: by WP Engine – 1.1.0
WP Engine Seamless Login Plugin: by WP Engine – 1.6.0
WP Engine Security Auditor: by wpengine – 1.0.10
WP Engine System: by WP Engine – 5.0.1

### Theme ###

Name: Child Theme
Version: 1.0.0
Author URL: https://www.yakimabranding.com
Child Theme: Yes
Parent Theme Name: Astra
Parent Theme Version: 3.9.4
Parent Theme Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme

Hi @shardulgaikwad,



Glad you reached out, I have some recommendations that will help with that issue you are seeing.

The fix is a bit technical, so I’ll include as much detail as possible here, but you may need to reach out to your web developer or web support person to implement the recommendations I’ll be talking about below.

Your issue here is caused by some caching happening somewhere in the process. If you’re not familiar with caching, it’s a method of saving server resources by storing copies of a page or site, so that the next visitor’s visit doesn’t trigger a call to the server at all, they just get the copy that was saved. Basically instead of the site needing to recreate the page from scratch, it sends up a copy which allows it to load faster.

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.

I can see you are running security solutions like WordFence, and caching solutions like WP Engine Cache. These are great places to start. WP Engine also has some pretty solid caching at the server level, so definitely reach out to them about the exclusions I mentioned above.

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.

HI @stephanieliy Thank you so much for the detailed tutorial. I have reach out to WPEngine and asked them to disable caching on the urls

/support-us/
/donations/
/donation-confirmation/
/donor-dashboard/
/donation-failed/

and also the following query strings
give-embed=donor-dashboard
giveDonationFormInIframe=1

However, the issue still remains ??

Is there anything else I could do to resolve this?

Thank you for your assitance wtih this!

Shardul

Hi @shardulgaikwad ,

I’ve done a bit of digging here, and you’ve uncovered an edge-case issue that we are investigating: https://feedback.givewp.com/bug-reports/p/donors-title-first-name-last-name-and-email-should-not-be-cleared-when-the-payme. We are actively tracking user experiences to further understand the issue. You can use the link to check in for updates, or to provide additional details of your own. I’ve also linked your ticket internally, so we can reach back out to update you. We’ll either have a resolution for you, or we’ll know more about what our developers need to do to fix the issue.

At the moment we don’t have a viable workaround for this, so your best bet will be keeping an eye on that post. If we come across one during our investigation, we’ll be sure to post it there. I’ll go ahead and mark this as resolved for now, but if you have any questions you can create a new ticket right here and we’ll give things a look. Have a great day!