Stripe stopped working

Thanks for reaching out @aziz12345.

We examined this donation form link in Chrome and Firefox and could see Stripe’s CC box when we clicked from PayPal to Stripe.

We saw no JavaScript errors in the console loading this page either or any signs of issue. The CC area showed and we could click on it and fill out the name and card number fields. The site is loading slowly for us but this shouldn’t be a factor. If this is an incorrect page to look at please provide a URL. If you see the problem again in the future:

(1) troubleshoot by first checking and seeing if you have any caching plugins or if your host is providing cache for you (if so disable or clear it and refresh the donation page) – (2) see if you can determine if any JavaScript errors are happening on the page by using a web dev console (generated by anything, including your theme), as often this prevents Stripe’s CC box from loading. If you see anything, take and share with us screenshots. (3) double check your Stripe payment gateway settings (4) see if the issue occurs if you are logged in or not, or in a private browser window and (5) make sure this isn’t an issue caused by your theme or other plugin… deactivate any non-Charitable plugins, clear your cache, and reload the donation page to see if you still get the issue.

Thanks!

hi, As you can see it works sometimes and sometimes it does not work i get complains from donors they are not able to enter card number on stripe and i dont have any catch plugin please help.

• This reply was modified 1 year, 8 months ago by aziz12345.

don’t know how to upload screen shots here

@aziz12345 We’ve rechecked the site again in Chrome, Firefox, and Safari on the desktop. Let us know what browser and if you are viewing this on a mobile device or desktop. Also try at least another browser to make sure you aren’t caching anything locally.

If the issue is “sometimes working and sometimes not” – often this is associated with some sort of caching issue. If you do not have a caching plugin, check with your hosting company if they have any caching systems running on your site (sometimes you can see this in a hosting control panel depending on the hosting company).

The next thing to try is if you can see it for yourself, disable all non-Charitable plugins, clear your browser cache, and refresh your browser. You can also try (while the plugins are deactivated) switching to a default WordPress theme (which likely came installed with your version of WordPress). That would help determine if your theme or third party plugins are causing some sort of conflict.

If you continue to see the issue after the above, try to take a screenshot of the web console area if you see any red error message. To add a screenshot to this support area you need to click the “+” and select the “image” block when you write your reply.

Thanks! I’ll try again in the next 12 hours to see if i can see the CC field not appear on the link.

can’t attach images it says it is disabled you need to select image or something why it is so complicated you could add an uploading tab instead

i tried from different browsers deleted cach it works for first time but when i click on a different campaign then it does not work

can you please try on different campaigns if it works

@aziz12345 Instead of going to the link I went to your homepage again and clicked on a different charity “donate” button. A popup modal window appeared this time and I can see the missing CC and a JavaScript error in the console. I clicked the same donation button on the homepage I tried the first time (the first time it brought me to https://www.kashmirkhancharity.com/campaigns/donate-for-disabled-boy-mr-zahid) and got the modal popup again, so something changed in the functionality there. It does appear the form works on individual pages (like https://www.kashmirkhancharity.com/campaigns/donate-to-support-30-families-in-nangarhar-afghanistan/)

Regarding the errors – they are claiming that a Stripe key isn’t correct, particularly the publish key (it says “empty string”). So please recheck your Stripe settings in Charitable – make sure you are either connected to Stripe in either live or test mode. You might want to try disconnecting from Stripe and reconnecting to see if that has any effect.

If that doesn’t work, I would suggest trying to change your Charitable setting from modal window to direct page (like how it was when I tried your site earlier and I got the field to appear). It Charitable Settings -> General -> Display Options make sure it says “show on a separate page”.

I’m going to go ahead and close this thread for now. But if you’d like us to assist further, please feel welcome to continue the conversation.

Thanks!