Form Fields are hidden when selecting payment options, resulting in error

Hi @salmanjaveed,

Those fields cann only be hidden if you use custom CSS to hide them. Can you share the link to your donation form so we can check what, if any, CSS code is hiding them?

Thanks!

Hi @salmanjaveed,

It’s been a while and I haven’t received a response to my last message.

Did you still need help here?

I’m happy to help and look into this further for you.

Hi @mrdaro,

Thanks for your response. Yes, I have for now disabled the payment. Sorry, I missed the previous message.

I had temporarily removed paypal payments from the page. Now, I have activated it again to show you, please check it out soon, I have to disable it again, if it doesn’t work ??

The url is https://sheikhkafumbafoundation.org/donations

Regards,
Salman.

Hi Salman,

Thanks for the link. The problem on your form is that when you switch to Paypal, the “Personal info” section that contains the name, last name, and email fields disappears for some reason.
Without those fields, the donor cannot complete the donation.

I cannot replicate this behavior on my test site so I’m assuming you are running into a conflict with another script from another plugin or the theme.

The next step would be to try our Health Check tutorial. This can allow you to test your site with different plugins without hurting the front-end of your site at all. https://givewp.com/documentation/resources/troubleshoot-wordpress-websites-health-check/

Let me know if you find a conflict with another plugin or the theme.

Hi, @salmanjaveed.

Do you still need assistance here? I’ll close this ticket for now but if you still need assistance with it, please reopen it and we’ll happily assist you.

If you have other issues, you can open a new ticket and we’ll help you there too.

Thanks for using GiveWP! Have a great day.

Hi @mrdaro

I tried the health checkup – but couldn’t actually ‘catch’ a plugin. I think it is a problem with the Paypal Module in GiveWP.

I have removed the Paypal Option again for now.

@salmanjaveed try with a different theme.
Here’s what I would do, I would use a default theme such as Twenty Twenty and only GiveWP active.
No one else has reported this issue so I highly doubt it’s the GiveWP Paypal module.

@mrdaro

I did that and still the same problem persists. This is not a payment module problem. Making Paypal the default payment does show the personal info fields and then changing it to a different payment (radio button) hides the personal info form.

Tried this with “Test Payment” gateway too and the problem is still there. You can check the link now – I have made Paypal the default payment, changing it to credit card hides the personal info form.

Hi @salmanjaveed,

Do you have a test site where we can check the form using a default theme?
This form is still using your theme: https://sheikhkafumbafoundation.org/donations/

I can’t replicate the error on my test site here:
https://test.rickalday.com/donations/donate-today/

I’m using the same form configuration.

Hi @mrdaro

I have a temporary login link for the test site, can’t figure out how to send it to you.

Hi @salmanjaveed,

Can you reach out to us via our contact form? Use the option that says “I am responding to a request to contact you.” Provide the link to this thread as context, your system info, etc. and we’ll see what we can do from there.

https://givewp.com/contact-us/

Thanks!

I’m closing this ticket now but for future reference, this turned out to be an incompatibility issue with the Bearsthemes Addons plugin.