PayPal checkout required field issue

  • Resolved paul8998

    (@paul8998)


    4 years, 3 months ago

    Hello,

    We have set up a phone number field to be a required field. When some users try to place an order via PayPal they get a message that the phone number is a required field, but the field itself doesn’t appear. Please note that not all the customers face this issue. But we received several complaints about the phone input field particularly. It seems that the customers that use mobile phones face this issue, but I am not sure about it.

    Thank you.

    The page I need help with: [log in to see the link]

Viewing 9 replies - 1 through 9 (of 9 total)
  • Mateusz Ok?a

    (@mateuszwpdesknet)

    Hello @paul8998,

    As I understand, you added this field as required, and the customers have a problem with it, when they try to pay via PayPal? Is this field is filled in, when they click the PayPal button in the cart page?

    To solve this issue, we need an information, how to recreate the issue. Could you ask your clients, about the steps to get it? You can also ask them about browsers that they use.

    Best regards,
    Mateusz

    Thread Starter paul8998

    (@paul8998)

    Hello @mateuszwpdesknet,

    Yes, the customers who use PayPal on our website face this issue. The thing that the customers complain about is when they try to place an order they just don’t see a phone number input field, but they still get the message that states that the phone number is required.

    Turns out the customers that faced that issue used Safari or Chrome browsers on iOS or Android phones.

    Thank you and best regards,
    Paul

    Mateusz Ok?a

    (@mateuszwpdesknet)

    Dear @paul8998,

    please contact us via our support form. We need to look closer at this issue.

    Best regards,
    Mateusz

    Thread Starter paul8998

    (@paul8998)

    Hello,

    I have submitted a request through the pre sales questions form, since I couldn’t submit a request through the technical issues form, because there was no any product in the product input menu.

    Thank you.

    Plugin Support Tomasz WP Desk

    (@tomaszwp)

    Hello @paul8998,

    Unfortunately no message regarding PayPal has been delivered to our inbox.

    I checked how the Checkout page looks on PC and Android mobile. I did not notice any issues but – as mentioned – not all customers experience it.

    The current phone field is the default WooCommerce field. Please try to switch this field to the FCF field.

    • Hide the current phone field (uncheck Enable Field).
    • Add a new Single Line Text field and drag it under the inactive field with the phone.
    • Set the field as required if needed.
    • Enable the validation by selecting Phone from the drop-down list.
    • Save.

    Please check if the solution works and let me know.

    Thread Starter paul8998

    (@paul8998)

    Hello @tomaszwp,

    Thank you for your help. It seems that it works, since we haven’t received any complaints so far.

    Best regards,
    Paul.

    Thread Starter paul8998

    (@paul8998)

    Hello,

    3 days ago we received another complaint regarding the phone number. He said that he was trying to purchase the product but it’s saying that he needs a phone number but it doesn’t leave a field to put the phone number in.

    Thank you.

    Plugin Support Tomasz WP Desk

    (@tomaszwp)

    Hello,

    In the WP dashboard please go to Appearance > Customise > WooCommerce > Checkout and set the phone field as optional.

    Please check the PayPal account settings.

    1. Log into your PayPal account and go to your Profile.
    2. Click to go to Profile & Settings.
    3. On the left click on My Selling Tools.
    4. In the options that come up on the right find Website Preferences and click the Update link.
    5. The second section from the bottom is about phone number.

    Plugin Support Tomasz WP Desk

    (@tomaszwp)

    I am marking this topic as resolved as we have not received any new replies.

Viewing 9 replies - 1 through 9 (of 9 total)
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