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Credit Card Details (by Stripe – Paypal etc) Disappear During Checkout

This topic has 14 replies, 2 voices, and was last updated 1 years ago ago by Luca Rossi

  • Avatar: Mazravva
    Mazravva
    Participant
    February 16, 2024 at 13:03

    Hi there,

    since few days ago I started facing the following issue: the credit card details on the checkout page started disappearing and it is really hard to complete the transaction. Most of the time they disappear also once you are digiting and by the way if you click the mouse the go istantly.

    I have this problem mainly on desktop. I tested it on Google Chrome, Safari, Firefox and it is always the same issue. And also I tested 2 Stripe plugins as well as the Paypal plugin that allows to pay by credit card.

    We do not have any external cache plugin and I have disabled the internal speed optimization features in order to understand how to fix it.

    The theme and all the plugins are updated: Woocommerce included. I have uploaded the woocommerce report system in order to offer you a better overview of the situation.

    Can you try to help me please?

    The website I am talking is: https://mamaisondurable.com/

    #383599 Copied Theme version: 9.2.8
    13 Answers
    Avatar: Justin
    Luca Rossi
    Support staff
    February 16, 2024 at 17:11

    Dear Mazravva,

    We regret to learn that you are experiencing difficulties.

    To assist you effectively, we kindly request that you perform the following steps:

    1. Please conduct a test for any plugin conflicts that may be occurring.
    2. Temporarily switch to the Twenty Twenty-Four theme to determine if the issue persists.
    3. Consider downgrading WooCommerce to a previous version to see if this resolves the problem.

    If it still doesn’t help, please provide us with your WordPress admin & FTP access:
    – WP Admin account, WP Login URL, WP Password.
    – For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

    We appreciate your cooperation and patience in this matter. Should you require further assistance, please do not hesitate to reach out.

    Best Regards,
    The 8Theme Team

    #383637 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 17, 2024 at 08:36

    Hi,

    thanks for your answer. I made some test and I did not see any changes. Since the problem started to appear, We did not make any relevant changes to the website and we did not add any additional plugin.

    If we can check and try to fix ( if you add some code we have installed the child theme) it would be great because it causing us important issues in terms of payments and ads campaign.

    Thanks for your support

    Please contact administrator
    for this information.
    #383678 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 17, 2024 at 11:43

    Dear @Mazravva,

    We hope this message finds you well.

    We are pleased to inform you that the issue you reported appears to have been resolved. We kindly ask that you take a moment to review the situation and confirm that it has been adequately addressed to your satisfaction.

    For your convenience, we have prepared a video that outlines the resolution: https://www.awesomescreenshot.com/video/25025672

    Your feedback is highly valuable to us, and we look forward to your confirmation.

    Best Regards,
    The 8Theme Team

    #383687 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 17, 2024 at 12:33

    Hi,

    I think that this solution is not working and since I received your message I am not even able to browse on the website because the connection became super slow.

    It is almost impossible to load any pages. I did try from mobile and desktop and the results are the same. Check the screenshot please. To run the website I need to refresh the page several times so please I need to know what you did because I believe that we need to test another solution.

    By the way If you navigate the website using a “clean navigation” (new browser for example) you can realize that the issue on the credit card details it is still active.

    Please test it clicking: “Carte de paiment the 3rd available option.”

    Thanks

    Files is visible for topic creator and
    support staff only.
    #383694 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 17, 2024 at 12:40

    The problem is active when the page is loaded the first time.

    If you refresh it the card details are not disappearing anymore but when you are on the checkout the numbers always disappear.

    *ps: the speed issue is a huge problem. It is almost impossible to browse the website.

    Please fix this issue.

    #383696 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 19, 2024 at 06:42

    Dear @Mazravva,

    We hope this message finds you well.

    We have conducted a thorough review of the console log file and have identified several issues that appear to be associated with the Stripe plugin, as detailed in the following screenshot: https://prnt.sc/YkUUpS9vSQ_6.

    To ensure these matters are addressed promptly and effectively, we recommend reaching out directly to the plugin’s author for support. You can contact them via the following link: https://wordpress.org/support/plugin/woocommerce-gateway-stripe/.

    Should you require any further assistance or have additional questions, please do not hesitate to contact us.

    Warm regards,
    The 8Theme Team

    #383779 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 19, 2024 at 09:15

    Hi,

    thanks for the message. I am surely going to write to the plugin support informing them of your precious information.

    But I tried as well to use another Stripe plugin ( that is currently installed) and unfortunately the situation is the same.

    During the first time visit of the website, once you are adding the credit card details, if you touch the mouse alla the data disappear.

    We did not have any issues since the beginning of the last week. it is pretty strange because there were not any changes.

    Thanks

    So, unfortunately I do not think that is just a plugin matter because this problem happens all the time since last week.

    #383795 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 19, 2024 at 14:59

    Dear @Mazravva,

    We hope this message finds you well.

    We have successfully replicated the issue you reported in one of our local sites, which occurs when the Cart/Checkout layout is configured to the Classic mode. For your reference, here is a screenshot illustrating the problem: https://prnt.sc/YnWD61clR-2W.

    As an interim solution, we have altered the layout to Multistep, which should resolve the issue for the time being. You can view the updated layout here: https://prnt.sc/o_QPbw56X4zR.

    Please be assured that our development team is diligently investigating the root cause of this issue and will provide a more permanent fix as soon as possible.

    We apologize for any inconvenience this may have caused and appreciate your understanding.

    Should you have any further questions or require additional assistance, please do not hesitate to contact us.

    Warm regards,
    The 8Theme Team

    #383853 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 19, 2024 at 15:10

    Hi there,

    yes I have just tested this solution and it is working.

    As temporary option it is ok but I am looking forward to use again the 1 step checkout process.

    By the way, I appreciate a lot your work and your effort in find a final solution.

    Thanks a lot

    #383860 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 19, 2024 at 19:33

    Dear Mazravva,

    Please remain available for further updates.

    We will return with a response promptly.

    Kind regards,
    The 8Theme Team

    #383920 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 20, 2024 at 09:05

    Dear Mazravva,

    We hope this message finds you well.

    Upon conducting a thorough examination, we have identified a conflict between the Sticky Sidebar feature and the Stripe Credit Card form on your website. It has come to our attention that the scripts associated with the Sticky Sidebar require reinitialization with every user interaction, such as clicking or scrolling, on the cart and checkout pages. This repeated reinitialization process is interfering with the functionality of the checkout page, as it prompts the Stripe system to attempt reinitialization as well, resulting in the unintended concealment and display of its cart form.

    To address this issue and ensure a seamless checkout experience for our users, we have temporarily deactivated the Sticky Sidebar feature. We kindly request that you verify whether the Stripe Credit Card form is now operating correctly without any disruptions.

    Your prompt attention to this matter would be greatly appreciated. Please do not hesitate to reach out should you require any further assistance or if you have any questions.

    Best Regards,
    The 8Theme Team

    #383985 Copied
    Avatar: Mazravva
    Mazravva
    Participant
    February 20, 2024 at 10:40

    Hi there,

    thanks for your reply. I can confirm that after the sticky bar deactivation the problem has been solved.

    I would like to let you know that this issue affected all the credit card widgets and not only Stripe.

    Thanks for your helpful support.

    #384001 Copied
    Avatar: Justin
    Luca Rossi
    Support staff
    February 20, 2024 at 12:47

    Dear Mazravva,

    We would like to inform you that the issue you reported has been duly noted and added to our bug tracking system. Our team is working diligently to resolve it, and we anticipate that a fix will be implemented in one of the forthcoming updates.

    We apologize for any inconvenience this may have caused you and appreciate your understanding.

    Best regards,
    The 8Theme Team

    #384034 Copied

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