Fields missing at checkout. Issue affects 100 percent of WC/ Stripe sites

@bonsaijack1 i have same issue. Please anyone help me how will be fix?

Hi @musaibjeelani @bonsaijack1

The first thing to check – does the site have a valid and active SSL certificate? That is required for our Stripe extension to work.

Customers who connect to ANY WC site running the stripe plugin are unable to enter CC details in the fields if they are running a proxy. This is a 100 percent duplicatable issue for ANY WC site running the latest plugin.

To be clear – this isn’t the case at all out of the box. Do you mean this is what happens on sites if this proxy is running? Which proxy is this? Is it a company proxy?

If this is happening, there is a cause behind it and the cause isn’t likely to be the Stripe plugin but I could be wrong.

Please provide the URL of sites where this happens or more details of the proxy used.

Thanks,

• This reply was modified 5 years, 6 months ago by dougaitken.

Hello Doug. Thanks for the reply. I am able to duplicate the issue on any WC/Stripe plugin site by using a proxy and viewing the checkout screen.

Yes. Valid and operational SSL.

Proxy is service the customer may use. It has nothing to do with the site services. These services are increasing in popularity because of security. Many of these services are embedded into the browser customers are using.

You can test with any site running the Stripe plugin and WC. I just tested on this random site for example using a free proxy service called hideproxy.me and visiting Jackrudycocktailco.com The CC fields cannot be populated.

Just pick a site. Any site.

@bonsaijack1 Thanks for reply. My SSL already valid. My issue is fixed. i forgot the add this function wo_footer() in footer. @bonsaijack1 you can also check again footer file maybe is not add.

• This reply was modified 5 years, 6 months ago by Musaib Jeelani.

Hey @bonsaijack1

It sounds like the issue lies with certain proxy providers due to the way in which requests are passed between the origin and the visitor.

With https://hide.me/en/proxy – the whole site goes through what looks to be an iFrame or something.

The styling which is shown in your screenshot is due to no external JavaScript loading on the site.

I’ve also tried https://hide.me/en/proxy on other sites using Stripe but NOT using our extension – the same thing happens, it blocks any request from js.stripe.com.

For example, I went to watsi.org a Stripe.com customer via the proxy and tried to donate. The page was blank, nothing showing.

Then I looked in the console, there was a lot of warnings and errors.

I then took the URL and pasted it into the window so I was no longer in the proxy service, the whole page loaded.

The reason why? That page is served by js.stripe.com, it is a Stripe Checkout page.

Here is a gif of this happening: https://cld.wthms.co/dH91O6

To show this is Stripe.com and not us got to this page: https://stripe.com/docs/stripe-js/elements/payment-request-button first using standard browsing then using the proxy service – you won’t see the Payment Request button since it’s loading from js.stripe.com not directly from the domain you are visiting.

Link to image: https://cld.wthms.co/6KvaJ3

To expand on this one step further – it won’t just be Stripe.com, there will be other services which are blocked in this way.

I hope this helps fully explain that the issue isn’t related to the WooCommerce Stripe extension but is the technical implementation of the proxy service.

@musaibjeelani is your specific issue resolved?

Thanks,

Hello Doug,

Thanks for the reply and effort. You are correct. I attempted to load several payment windows on random sites using a free proxy and not one would load properly. No matter the payment gateway. They would give random error messages, show maintenance signs or fail to load at all.

I then tested sites using a VPN from 6 countries and most loaded. A couple took a minute or so to load but they worked.

The issue is the number of phone calls we receive on a weekly basis of customers who are unable to enter CC details. We process up to 800 orders per day. I would estimate that up to 1 percent are unable to use the website because of the fields that cannot be populated. This is a problem.

Is it possible to add an error message for users who are unable to enter credit card details? Maybe something like “We are unable to connect you to the secure processing gateway due to settings on your device. Please contact the site owner or connect using a device (phone, computer or tablet) that is not using a proxy service”. Something that would prevent the customer from leaving.

This is a known issue for users, beyond those who are capable of using a proxy service. An error message will go a long way to restore trust with the customer and encourage them to try again using a different machine. It will also increase the number of calls from customers to further diagnose the issue with users who are unable to enter CC details and are not using a proxy.

Thanks
Jack

Hey @bonsaijack1

Is it possible to add an error message for users who are unable to enter credit card details? Maybe something like “We are unable to connect you to the secure processing gateway due to settings on your device. Please contact the site owner or connect using a device (phone, computer or tablet) that is not using a proxy service”.

This is certainly a good suggestion for an enhancement – though this beahviour of the card fields not loading isn’t always due to this scenario, there are many more.

Something to add would be a noscript message to the site – that could help. Some discussion here – https://github.com/woocommerce/woocommerce-gateway-stripe/issues/780

We process up to 800 orders per day. I would estimate that up to 1 percent are unable to use the website because of the fields that cannot be populated. This is a problem

Interesting! ~50 orders a week isn’t ideal to miss out on for any business to miss out on, I agree it is a problem but I feel the fix should be with the proxy provider as you’ve seen that there isn’t an issue when using a VPN or other service, it is related to hide.me and other such services.

If there was to be a solution, I feel that a broader WooCommerce or even general WordPress option is best to display a notice similar to “If you are experiencing problems, please ensure you are not using a service which alters how you visit our site”.

Thanks,

Hi again.

As this isn’t specific to our Stripe integration but is a wider discussion about scripts and such, I’m going to mark this as Resolved.

Thanks,