Woocommerce Checkout User Can’t Select Certain Checkout Fields

  • Resolved Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)


    2 years, 4 months ago

    Good day Woo team,

    A customer reported a functionality issue in my Woocommerce checkout.

    He could enter details into most of the checkout fields, but when he tapped into the delivery address field (street, town, etc) he could not get the cursor into those boxes, and hence could not enter those particular values. He could enter the email address and name, but when he clicked on the address boxes they did not respond.

    I asked him to use a different device and the problem went away. He ended up using his wife’s Android phone, which worked fine and didn’t have the same problem.

    He mentioned that the device he was using when he was experiencing the problems was an iPhone 13 (running iOS), is there something we can do to look a bit deeper into this particular problem? I would hate for other iOS users to be experiencing the same problem (and perhaps other device configurations), because this would obviously have a detrimental impact on my website’s conversion rates.

    After doing some Googling I noted that some other Woocommerce users have had similar issues where website visitors struggling to input certain values at checkout.

    I look forward to hearing from you, and as always, it’s great knowing that your support is there!

    Kind regards and best wishes,
    Jethro

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

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support nathvi V. a11n

    (@nathvi)

    Hi @happyhealthyhonesthuman

    I’d be glad to help you get this sorted!

    * Did the customer got any particular error or where the fields just unresponsive?
    * Are you able to replicate the same behavior on your end?
    * By any chance are you using a checkout field editor plugin in your site? If this is the case, and you can replicate the problem; can you first disable the plugin temporarily and try again?

    * I’d also like to better understand your site. Could you please send me a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, you can paste it here in your response.

    Once we have that information, we’ll be in a better place to help.

    Thread Starter Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)

    Hi Nathvi,

    Thank you for the prompt reply. Much appreciated!

    * Answer 1: No, they didn’t receive any error message. They simply couldn’t select the fields and therefore couldn’t enter any values either. So in other words, certain fields were simply unresponsive.

    * Answer 2: I cannot replicate the error with the devices I have available, but I do not have any iOS devices and so I am not sure how to test this problem with that particular operating system. Since he got it to work on Android I am thinking it is best we test it on iOS. Do you know of any simulation or testing software that we can use to test the website on iOS?

    * Answer 3: I am not using any plugins to edit fields on checkout, but I do have some custom code in my functions.php file that changes certain aspects of the checkout page (but nothing that specifically edits the fields). I also have a minor customisation that I have done to the Woocommerce thank you page. All these edits are done in my OceanWP child theme. I can share the custom code with you if need be. Please advise what is the safest way for me to share them with you in a manner that will not compromise the security of my website.

    * Special Note: I did note that at the time when this website visitor had a problem with the checkout fields that there was a “Technical error” related to a plugin called something like “Disable Admin Notifications in Admin Dashboard”. However, this technical error only happened in the backend of my website, sometimes, not all the time. I think it was a plugin conflict between that plugin and another plugin I use for the share buttons on my website, Buttonizer. So I disabled the Disable Admin Notices plugin. This plugin is not related to the checkout process, but nevertheless I am mentioning it in case it is relevant. I disabled that particular plugin just in case it was causing problems. I do not need it necessarily. But it would be good if we can test the iOS issue again, to see whether it is still present, and perhaps if that plugin was causing the problem, or it is something else. I have Hotjar set up on my website, and I watched the session recording for the visitor that had this error, and for some reason I saw that they had the share button menu open during the checkout phase, which seems weird, I am not sure why they opened it and then left it open, but anyway. I am not sure if this is relevant but I thought it is worth mentioning.

    * Answer 4: Please find the system report below:

    
### WordPress Environment ###

WordPress address (URL): https://plantshopafrica.co.za
Site address (URL): https://plantshopafrica.co.za
WC Version: 6.6.1
REST API Version: ? 6.6.1
WC Blocks Version: ? 7.6.2
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0
WP Multisite: –
WP Memory Limit: 2 GB
WP Debug Mode: –
WP Cron: ?
Language: en_GB
External object cache: –

### Server Environment ###

Server Info: LiteSpeed
PHP Version: 7.4.30
PHP Post Max Size: 2 GB
PHP Time Limit: 300
PHP Max Input Vars: 10000
cURL Version: 7.71.0
OpenSSL/1.1.1d

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.35-MariaDB
Max Upload Size: 1 GB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.6.1
WC Database Prefix: _FS6_
Total Database Size: 64.30MB
Database Data Size: 58.92MB
Database Index Size: 5.38MB
_FS6_woocommerce_sessions: Data: 0.24MB + Index: 0.01MB + Engine MyISAM
_FS6_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
_FS6_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_downloadable_product_permissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_order_items: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
_FS6_woocommerce_order_itemmeta: Data: 0.07MB + Index: 0.05MB + Engine MyISAM
_FS6_woocommerce_tax_rates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_actionscheduler_actions: Data: 0.12MB + Index: 0.07MB + Engine MyISAM
_FS6_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
_FS6_actionscheduler_logs: Data: 0.08MB + Index: 0.06MB + Engine MyISAM
_FS6_adtribes_my_conversions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_aryo_activity_log: Data: 0.30MB + Index: 0.00MB + Engine InnoDB
_FS6_aws_cache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_aws_index: Data: 3.03MB + Index: 2.16MB + Engine InnoDB
_FS6_chaty_contact_form_leads: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_commentmeta: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
_FS6_comments: Data: 0.03MB + Index: 0.02MB + Engine MyISAM
_FS6_duplicator_packages: Data: 0.08MB + Index: 0.02MB + Engine InnoDB
_FS6_e_events: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_e_notes: Data: 0.02MB + Index: 0.17MB + Engine InnoDB
_FS6_e_notes_users_relations: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_FS6_e_submissions: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_e_submissions_actions_log: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_e_submissions_values: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_failed_jobs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_mailchimp_carts: Data: 0.02MB + Index: 0.00MB + Engine MyISAM
_FS6_mailchimp_jobs: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
_FS6_mclean_refs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_mclean_scan: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_options: Data: 5.69MB + Index: 0.05MB + Engine MyISAM
_FS6_pmxe_exports: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
_FS6_pmxe_google_cats: Data: 0.26MB + Index: 0.00MB + Engine MyISAM
_FS6_pmxe_posts: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_pmxe_templates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_postmeta: Data: 16.62MB + Index: 0.77MB + Engine MyISAM
_FS6_posts: Data: 9.62MB + Index: 0.28MB + Engine MyISAM
_FS6_queue: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_rank_math_404_logs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_rank_math_analytics_gsc: Data: 0.17MB + Index: 0.00MB + Engine InnoDB
_FS6_rank_math_analytics_inspections: Data: 0.02MB + Index: 0.11MB + Engine InnoDB
_FS6_rank_math_analytics_objects: Data: 0.16MB + Index: 0.00MB + Engine InnoDB
_FS6_rank_math_internal_links: Data: 0.09MB + Index: 0.03MB + Engine MyISAM
_FS6_rank_math_internal_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_rank_math_redirections: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_rank_math_redirections_cache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_shopmagic_automation_outcome: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shopmagic_automation_outcome_logs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shopmagic_cart: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shopmagic_guest: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shopmagic_guest_meta: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shopmagic_optin_email: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_shortpixel_folders: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_shortpixel_meta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_shortpixel_postmeta: Data: 0.02MB + Index: 0.08MB + Engine InnoDB
_FS6_shortpixel_queue: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
_FS6_signups: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_smush_dir_images: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_termmeta: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
_FS6_terms: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
_FS6_term_relationships: Data: 0.03MB + Index: 0.02MB + Engine MyISAM
_FS6_term_taxonomy: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
_FS6_tinvwl_analytics: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_tinvwl_items: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_tinvwl_lists: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_tm_taskmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_tm_tasks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_toolset_post_guid_id: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_usermeta: Data: 0.11MB + Index: 0.06MB + Engine MyISAM
_FS6_users: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
_FS6_wcpdf_invoice_number: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_wcpdf_packing_slip_number: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
_FS6_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_wc_download_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_FS6_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_FS6_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wc_product_meta_lookup: Data: 0.01MB + Index: 0.02MB + Engine MyISAM
_FS6_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
_FS6_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
_FS6_wc_webhooks: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
_FS6_wfblockediplog: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wfblocks7: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_FS6_wfconfig: Data: 1.33MB + Index: 0.00MB + Engine InnoDB
_FS6_wfcrawlers: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wffilechanges: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wffilemods: Data: 12.55MB + Index: 0.00MB + Engine InnoDB
_FS6_wfhits: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_FS6_wfhoover: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wfissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_FS6_wfknownfilelist: Data: 6.52MB + Index: 0.00MB + Engine InnoDB
_FS6_wflivetraffichuman: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wflocs: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wflogins: Data: 0.06MB + Index: 0.03MB + Engine InnoDB
_FS6_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wfnotifications: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wfpendingissues: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_FS6_wfreversecache: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wfsnipcache: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
_FS6_wfstatus: Data: 0.13MB + Index: 0.11MB + Engine InnoDB
_FS6_wftrafficrates: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_woo_shippment_provider: Data: 0.08MB + Index: 0.00MB + Engine InnoDB
_FS6_wpf_filters: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wpf_meta_data: Data: 0.05MB + Index: 0.08MB + Engine InnoDB
_FS6_wpf_meta_keys: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wpf_meta_values: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
_FS6_wpf_meta_values_bk: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wpf_modules: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wpf_modules_type: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wpf_usage_stat: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
_FS6_wpgmza: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wpgmza_categories: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wpr_rucss_used_css: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
_FS6_wt_iew_action_history: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wt_iew_cron: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wt_iew_ftp: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
_FS6_wt_iew_mapping_template: Data: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

amn_wpforms-lite: 1
attachment: 1259
bnfw_notification: 2
bp-email: 30
cartflows_flow: 2
cartflows_step: 4
custom_css: 2
dc_commission: 74
elementor_library: 35
elementor-popup: 2
event: 1
jetpack_migration: 2
jp_img_sitemap: 1
jp_sitemap: 1
jp_sitemap_master: 1
location: 1
mgmlp_media_folder: 75
nav_menu_item: 45
oembed_cache: 16
page: 20
post: 17
postman_sent_mail: 224
product: 55
product_variation: 8
revision: 343
shop_coupon: 2
shop_order: 25
shopmagic_automation: 1
tribe_events: 1
tribe_organizer: 3
tribe_venue: 2
um_directory: 1
um_form: 3
user_registration: 1
wcmp_transaction: 21
wcmp_university: 3
wcmp_vendor_notice: 1
wcps: 2
wcps_layout: 2
wof_lite_wheel: 1
wp_block: 2
wp_global_styles: 1
wp-types-group: 1
wpforms: 3
wpuf_contact_form: 1
wpuf_input: 3

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (36) ###

Ocean Extra: by OceanWP – 2.0.2
Admin Menu Search: by Michael Herchenroder – 1.2
Advanced Woo Search: by ILLID – 2.57
Ajax Search Lite: by Ernest Marcinko – 4.10
Akismet Anti-Spam: by Automattic – 4.2.4
Activity Log: by Activity Log Team – 2.8.3
Buttonizer - Smart Floating Action Button: by Buttonizer – 3.0.2
Chaty: by Premio – 2.9.2
Duplicator: by Snap Creek – 1.4.7
GTM4WP: by Thomas Geiger – 1.16
Elementor Pro: by Elementor.com – 3.7.2
Elementor: by Elementor.com – 3.6.6
Featured Products First for WooCommerce: by WooCommerce  Expert - WooCommerce Developer - Featured Product First for WooCommerce Plugin Developer – 1.9.5
Jetpack: by Automattic – 11.0
Loco Translate: by Tim Whitlock – 2.6.2
Login No Captcha reCAPTCHA (Google): by Robert Peake and Contributors – 1.6.11
Mailchimp for WooCommerce: by Mailchimp – 2.6.2
Media File Renamer: by Jordy Meow – 5.3.9
Post SMTP: by Post SMTP – 2.1.3
Product Import Export for WooCommerce: by WebToffee – 2.2.1
Really Simple SSL: by Really Simple Plugins – 5.3.2
Rank Math SEO: by Rank Math – 1.0.92.1
ShortPixel Image Optimizer: by ShortPixel – 5.0.4
Super Socialiser: by Team Heateor – 7.13.35
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.22.12

WC Min Max Quantities: by pluginever – 1.1.1
Advanced Shipment Tracking for WooCommerce: by zorem – 3.4.4
Advanced Order Export For WooCommerce: by AlgolPlus – 3.3.1
Preview E-mails for WooCommerce: by Digamber Pradhan – 2.0.2
Product Feed PRO for WooCommerce: by AdTribes.io – 11.6.9
WooCommerce Ozow Gateway: by <a href="https://Ozow.com" />Ozow</a> – 1.0.0.0
WooCommerce PayFast Gateway: by WooCommerce – 1.4.22
WooCommerce PDF Invoices & Packing Slips: by WP Overnight – 3.0.0
WooCommerce: by Automattic – 6.6.1
Wordfence Security: by Wordfence – 7.5.11
WP Rocket: by WP Media – 3.11.3

### Inactive Plugins (6) ###

Asset CleanUp: Page Speed Booster: by Gabe Livan – 1.3.8.5
Disable Admin Notices Individually: by Creative Motion <[email protected]> – 1.3.0
Product Filter by WooBeWoo: by WooBeWoo – 2.1.4
TI WooCommerce Wishlist: by TemplateInvaders – 1.47.0
Wordfence Assistant: by Wordfence – 1.0.9
WP-Optimize - Clean, Compress, Cache: by David Anderson
Ruhani Rabin
Team Updraft – 3.2.6

### Dropin Plugins (2) ###

advanced-cache.php: advanced-cache.php
maintenance.php: maintenance.php

### Must Use Plugins (3) ###

Endurance Page Cache: by Mike Hansen – 2.2
SSO: by Garth Mortensen
Mike Hansen – 0.3

wp-hide-loader.php: by  –

### Settings ###

API Enabled: ?
Force SSL: –
Currency: ZAR (R)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #4396 - /shop/
Basket: #2383 - /basket/
Checkout: #2384 - /checkout/
My account: #2385 - /my-account/
Terms and conditions: #4835 - /terms/

### Theme ###

Name: OceanWP Child
Version: 1.0
Author URL: https://oceanwp.org/
Child Theme: ?
Parent Theme Name: OceanWP
Parent Theme Version: 3.3.3
Parent Theme Author URL: https://oceanwp.org/about-oceanwp/
WooCommerce Support: ?

### Templates ###

Overrides: oceanwp/woocommerce/cart/mini-cart.php
oceanwp-child-theme-master/woocommerce/checkout/thankyou.php
oceanwp/woocommerce/content-single-product.php
oceanwp-child-theme-master/woocommerce/emails/customer-new-account.php version 3.7.0 is out of date. The core version is 6.0.0
oceanwp-child-theme-master/woocommerce/emails/customer-processing-order.php
oceanwp-child-theme-master/woocommerce/emails/email-header.php
oceanwp-child-theme-master/woocommerce/emails/email-styles.php version 3.3.0 is out of date. The core version is 4.0.0
oceanwp/woocommerce/loop/loop-start.php
oceanwp/woocommerce/single-product/title.php

Outdated Templates: ?
					
					
						Learn how to update

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-07-05 14:51:04 +02:00
Options: ?
Notes: 82
Onboarding: completed

### Action Scheduler ###

Complete: 326
Oldest: 2022-06-28 16:59:46 +0200
Newest: 2022-07-05 14:21:49 +0200

Failed: 16
Oldest: –
Newest: –

Pending: 2
Oldest: 2022-07-05 20:10:54 +0200
Newest: 2022-07-06 00:09:41 +0200

### Status report information ###

Generated at: 2022-07-05 14:31:48 +02:00

    Thank you kindly for your assistance.

    Hi @happyhealthyhonesthuman

    Thank you for your reply and system status. I visited your site and could reproduce the issue on my iPhone 13. However, I cannot reproduce this on my test site which is running the same (latest) versions of WordPress and WooCommerce. This indicates that the issue is coming specifically for your site.

    To troubleshoot further, I’d recommend running a test to rule out any plugin/theme conflicts. The best way to do this is to temporarily switch your theme back to Storefront and disable all plugins except for WooCommerce. If that resolves the issue, then re-enable plugins one-by-one until you find the one that’s causing the conflict: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

    If you don’t want to test on your live site, I’d recommend creating a staging site to do run the test, and have someone who has an iOS device to place a test order.

    Thread Starter Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)

    Hi MayKato,

    Thank you for your assistance.

    Just today I received an email from another customer who has had the same problem with the checkout process. I need to find out what device they were using when they experienced the problem.

    Can you please confirm that in your testing you only found there to be an issue with your iPhone 13 that you used to test the checkout process? Did you do any other testing with other devices? Was the checkout fine with other devices?

    I find it strange that if it is a plugin conflict why is it only affecting iOS devices? Any idea why?

    How can I do testing if I do not have an iOS device myself? That is why I asked whether the Woocommerce support is aware of any simulation software or other testing methods that I can use to test my website through iOS when I myself don’t have an iOS device?

    I will try to do the troubleshooting and plugin deactivation process so long, but really, it seems pointless until I have some way of testing it with an iOS device.

    Thank you for your assistance thus far.

    Thread Starter Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)

    Hi there,

    Just an update on my testing process:

    I was able to locate an Apple device that I used for testing purposes.

    I disabled every plugin except for the Elementor and Elementor Pro plugins which I use to create the checkout page.

    The problem persisted.

    I also disabled all the custom code related to checkout in my functions.php file.

    The problem still persisted.

    Any ideas on how to proceed with fixing this issue?

    I will also contact Elementor support so we can coordinate efforts on both sides to resolve this issue.

    Thank you for your input thus far.

    Plugin Support Tamirat B. (a11n)

    (@tamirat22)

    Hello @happyhealthyhonesthuman!

    Thank you for the follow-up messages!

    How can I do testing if I do not have an iOS device myself? That is why I asked whether the Woocommerce support is aware of any simulation software or other testing methods that I can use to test my website through iOS when I myself don’t have an iOS device?

    You can use your browser’s developer tools to simulate accessing your site from various devices. On Chrome, you can access it using Ctrl + Shift + I and switching to the device simulator as shown in the screenshot here: https://snipboard.io/CGZaiP.jpg

    I disabled every plugin except for the Elementor and Elementor Pro plugins which I use to create the checkout page.

    A full conflict test requires that you disable all plugins except WooCommerce and revert to the Storefront theme to rule out any third-party factors.

    Please know that you can use a test/staging site to run the conflict test. If your host doesn’t offer that option, we recommend WP Staging for quickly spinning up a new test site.

    You could also install the Health Check & Troubleshooting plugin to check for errors, simulate a clean WordPress session, and share the findings with us.

    Last but not least, please look for any fatal errors under WooCommerce → Status → Logs and share them with us if you find any.

    We will be waiting for your response!

    Thread Starter Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)

    Hi All,

    Appreciate the recommendation about Google Dev Tools but that didn’t allow me to select iOS specifically which seems to be the problem here.

    In my testing this problem seems to be related more specifically at Apple/iOS MOBILE devices.

    I did some more conflict testing, when I switched out my OceanWP theme for a default WordPress theme, the problem went away.

    So it seems it may be some problem with the OceanWP theme.

    What do you guys think?

    I made a staging site by the way. Thanks for that advice.

    Best regards,
    Jethro

    Hi @happyhealthyhonesthuman

    Thank you for the update. If the checkout form works properly with a default theme, the issue is theme related. I just noticed that you have some outdated templates. You can start with updating them following the guide here:
    https://woocommerce.com/document/fix-outdated-templates-woocommerce/

    If the issue persists, I’d suggest reaching out to the author of OceanWP and report the issue.

    Thread Starter Jethro Burnett Thorburn

    (@happyhealthyhonesthuman)

    Hi MayKato,

    Thank you for mentioning the outdated templates. That is something I need to resolve.

    The thing that confuses me, is that even when I use the standard OceanWP I still have the issues. Will that not rule out the problem with outdated templates? Are the outdated templates not in the Child Theme, and so hence only in use when the Child Theme is specifically activated?

    Does this not show that it is rather an issue with the Core Theme, since I experience the problems with both the standard and child theme?

    Interested to hear your thoughts. I’m still learning about this.

    I have reached out to OceanWP. Still waiting to hear back from them

    Thank you for your assistance.

    Hello @happyhealthyhonesthuman!

    Does this not show that it is rather an issue with the Core Theme, since I experience the problems with both the standard and child theme?
    Interested to hear your thoughts. I’m still learning about this.
    I have reached out to OceanWP. Still waiting to hear back from them

    The issue is either coming from the OceanWP theme or from the templates of the child theme.
    In both cases, it will be best if you get this sorted through the OceanWP theme support.

    As the issue is not coming from the WooCommerce plugin, I am going to mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.

Viewing 10 replies - 1 through 10 (of 10 total)
  • The topic ‘Woocommerce Checkout User Can’t Select Certain Checkout Fields’ is closed to new replies.