Can’t enter credit card info!

Resolved cynthiakyleung
(@cynthiakyleung)

5 years, 10 months ago

Hi!

I have been having trouble entering credit card information since WordPress updated to 5.5 version automatically. I was able to enter all information before the update, and Square is still activated to process payments…however, I cannot click to enter on either desktop or mobile version.

Can someone please help??

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

Viewing 11 replies - 1 through 11 (of 11 total)

Plugin Support

(@aashik)

Hi there!

I see a javascript error on the checkout page that’s coming from your theme. Can you please cross-check if temporarily switching to a different theme like Storefront to see if that helps?

You can set up a staging site to test by getting in touch with your web host, or using a plugin. The WP Staging plugin is perfect for making a clone of your live site so you can set up a local development site. If you need help setting it up, you can find the step by step documentation here: https://wordpress.org/plugins/wp-staging/#description under “HOW TO INSTALL AND SETUP?”

If not, could you please share 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, paste it here in your response.

Thread Starter

cynthiakyleung

(@cynthiakyleung)

5 years, 10 months ago

Hi! Thank you for your reply! I’m still very new to all of this…Here’s a copy of my System’s Status.


### WordPress Environment ###

WordPress address (URL): https://cielpatisserie.com
Site address (URL): https://cielpatisserie.com
WC Version: 4.3.2
REST API Version: ✔ 1.0.10
WC Blocks Version: ✔ 2.7.3
Action Scheduler Version: ✔ 3.1.6
WC Admin Version: ✔ 1.3.1
Log Directory Writable: ✔
WP Version: 5.5
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.2.33
PHP Post Max Size: 260 MB
PHP Time Limit: 300
PHP Max Input Vars: 1000
cURL Version: 7.71.1
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 5.7.23-23
Max Upload Size: 256 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 4.3.2
WC Database Prefix: 8nj_
Total Database Size: 15.31MB
Database Data Size: 13.96MB
Database Index Size: 1.35MB
8nj_woocommerce_sessions: Data: 0.12MB + Index: 0.01MB + Engine MyISAM
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8nj_mailpoet_statistics_woocommerce_purchases: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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8nj_mailpoet_subscriber_segment: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_mailpoet_user_flags: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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8nj_posts: Data: 0.93MB + Index: 0.10MB + Engine MyISAM
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8nj_revslider_navigations: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
8nj_revslider_sliders: Data: 0.15MB + Index: 0.00MB + Engine MyISAM
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8nj_term_relationships: Data: 0.01MB + Index: 0.03MB + Engine MyISAM
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8nj_wc_customer_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
8nj_wc_download_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wc_order_product_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
8nj_wc_order_stats: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
8nj_wc_order_tax_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wc_product_meta_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
8nj_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
8nj_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wfblockediplog: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wfblocks7: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wfconfig: Data: 1.32MB + Index: 0.01MB + Engine MyISAM
8nj_wfcrawlers: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wffilechanges: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wffilemods: Data: 2.14MB + Index: 0.44MB + Engine MyISAM
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8nj_wfissues: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
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8nj_wflivetraffichuman: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wflocs: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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8nj_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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8nj_wfreversecache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
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8nj_wftrafficrates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_woocommerce_square_customers: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wpforms_tasks_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
8nj_wpml_mails: Data: 0.03MB + Index: 0.00MB + Engine MyISAM

### Post Type Counts ###

attachment: 531
custom_css: 1
customize_changeset: 2
mailpoet_page: 1
nav_menu_item: 10
page: 81
portfolio-item: 50
post: 20
product: 44
revision: 125
shop_order: 3
testimonials: 6
wpcf7_contact_form: 4

### Security ###

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

### Active Plugins (21) ###

Akismet Anti-Spam: by Automattic – 4.1.6
Contact Form 7: by Takayuki Miyoshi – 5.2.1
Download Plugins and Themes from Dashboard: by Algoritmika Ltd – 1.7.0
Yoast Duplicate Post: by Enrico Battocchi & Team Yoast – 3.2.5
Envato Market: by Envato – 2.0.3
Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 7.12.2
Jetpack by WordPress.com: by Automattic – 8.8.1
WPBakery Page Builder: by Michael M - WPBakery.com – 5.7
MailPoet 3 Premium (New): by MailPoet – 3.0.89
MailPoet 3 (New): by MailPoet – 3.48.1
MOJO Marketplace: by Mike Hansen – 1.5.6
Store Hours Manager for WooCommerce: by BizSwoop a CPF Concepts
LLC Brand – 4.0.9 – Installed version not tested with active version of WooCommerce 4.3.2

SweetJane Core: by Elated Themes – 1.0.1
Temporary Login Without Password: by StoreApps – 1.6.3
Checkout Field Editor for WooCommerce: by ThemeHigh – 3.1.1 – Installed version not tested with active version of WooCommerce 4.3.2
Multi-Step Checkout for WooCommerce (Pro): by ThemeHigh – 1.1.7 – Installed version not tested with active version of WooCommerce 4.3.2
WooCommerce Square: by WooCommerce – 2.1.6 – Installed version not tested with active version of WooCommerce 4.3.2
WooCommerce: by Automattic – 4.3.2
WP Force SSL: by WebFactory Ltd – 1.55
WP Mail Logging: by MailPoet – 1.9.6
WP Reset: by WebFactory Ltd – 1.80

### Inactive Plugins (6) ###

ARG MultiStep Checkout for WooCommerce: by ARG Themes – 4.0.2 – Installed version not tested with active version of WooCommerce 4.3.2
OptinMonster API: by OptinMonster Team – 1.9.11
Slider Revolution: by ThemePunch – 5.4.8.3
SweetJane Instagram Feed: by Elated Themes – 1.0
SweetJane Twitter Feed: by Elated Themes – 1.0
WPForms Lite: by WPForms – 1.6.2.2

### Must Use Plugins (1) ###

SSO: by Garth Mortensen
Mike Hansen – 0.3

### Settings ###

API Enabled: –
Force SSL: ✔
Currency: USD ($)
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: ✔

### WC Pages ###

Shop base: ❌ Page not set
Cart: #4142 - /cart/
Checkout: #7 - /checkout/
My account: ❌ Page visibility should be public
Terms and conditions: ❌ Page not set

### Theme ###

Name: SweetJane
Version: 1.1.3
Author URL: http://themeforest.net/user/elated-themes
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔

### Templates ###

Archive Template: Your theme has a woocommerce.php file
you will not be able to override the woocommerce/archive-product.php custom template since woocommerce.php has priority over archive-product.php. This is intended to prevent display issues.

Overrides: sweetjane/woocommerce/content-product.php
sweetjane/woocommerce/global/quantity-input.php version 3.6.0 is out of date. The core version is 4.0.0
sweetjane/woocommerce/product-searchform.php

Outdated Templates: ❌
					
					
						Learn how to update

### Square ###

Environment: Production
Tokenization Enabled: –
Debug Mode: Off

### Action Scheduler ###

Complete: 76
Oldest: 2020-08-06 18:03:00 +0000
Newest: 2020-08-12 21:12:59 +0000

Pending: 1
Oldest: 2020-08-17 07:06:22 +0000
Newest: 2020-08-17 07:06:22 +0000

Plugin Support

slash1andy

(@slash1andy)

Automattic Happiness Engineer

5 years, 10 months ago

Hey there!

Were you able to test this with the Storefront theme active and see if that works?

Also of note from the report, you have WooCommerce pages not set up.

Shop base: ❌ Page not set
My account: ❌ Page visibility should be public

Plugin Support

Aashik P – a11n

(@aashik)

5 years, 10 months ago

Hi there!

While we’re seeing multiple users noticing the same behavior with checkout, there could be multiple reasons for the same.

@cynthiakyleung I can understand you’d love to continue using the same theme due to customizations on that, but if the problem is specifically because of those customizations, the best way forward would be to reach out to the theme developers to see what’s causing the issue here.

That said, before you test Storefront, we can take a look at the logs to see if we’re missing anything.

There’s a built-in logging system enabled in the Square extension that could help you determine the cause of this behavior. If you haven’t enabled this already, you can enable this in (WooCommerce > Settings > Payments > Square) :

Link to image: https://d.pr/i/GX6qLH

Once enabled, this logs the transactions and errors in **WooCommerce > Status > Logs >** Search for Square credit logs in the drop-down at the top-right section and click on view button. Please copy the logs you’re seeing and paste them as a response to this email.

This will help us track where the problem lies. Note that we will only be able to view logs for actions performed after logging has been enabled. So we wouldn’t be able to track behavior via log if that occurred before enabling logs for the same.

Please enable logging, attempt to make a test order, and then get back to us with the logs here.

[Please redact any private details, including address, name, email address, transaction details, etc]

@timpsoncreekfarm and @pftaadmin Can you please create new topics with your System Status Report and the logs so that we can continue troubleshooting there?

Thread Starter

cynthiakyleung

(@cynthiakyleung)

5 years, 10 months ago

Thank you for your response.

These are the logs after the order.

08-17-2020 @ 10:41:26 – 3D Secure Verification Token is missing
08-17-2020 @ 10:41:30 – 3D Secure Verification Token is missing

Before that, I also have some general logs that say square saying:

08-10-2020 @ 07:06:22 – Connection successfully refreshed.

Plugin Support

Aashik P – a11n

(@aashik)

5 years, 10 months ago

@cynthiakyleung

Thank you for getting back to us with the logs. This is related to a known issue in Square that should be fixed in the next major release.

Meanwhile, can you please check if disconnecting/reconnecting your Square account from WooCommerce > Settings > Square helps?

Thread Starter

cynthiakyleung

(@cynthiakyleung)

5 years, 10 months ago

Hi Aashik,

Thank you for your reply. I tried disconnecting and reconnecting, enabling and disabling, but the issue still remains.

Could you let me know when the next major release is due? Would this be the only way to fix it while keeping my original theme?

Thank you,
Cynthia

Plugin Support

Aashik P – a11n

(@aashik)

5 years, 10 months ago

Hello Cynthia,

We don’t have an ETA on the release itself, but can you please cross-check if adding the following snippet helps?

add_filter( 'wc_square_is_3d_secure_enabled', '__return_false' );

You can make use of plugins like Code snippets to add the above snippet in order to avoid making changes to the functions.php file or creating a child theme to override a function.

One the plugin is installed, Click on **Dashboard > Snippets > Add new**:

Link to image: http://d.pr/i/uXiCB1

You can get in touch with the plugin devs for further assistance on using the plugin at https://wordpress.org/support/plugin/code-snippets/

—

Please do note that the above snippet will disable 3D Secure 2, so only recommended it as a temporary solution.

gabewilke88

(@gabewilke88)

5 years, 10 months ago

Hello. Im experiencing the same problem and used the code snippet plugin to enter in the code you included above. It did not work.. https://doggienaturals.com.pryzmweb.com/checkout/

I’ve tried switching the theme and deactivating plugins one at a time and nothing has worked. Please advise. This new bug is crippling business. As we literally cant enter any info into the payment fields.

Plugin Support

Aashik P – a11n

(@aashik)

5 years, 10 months ago

@gabewilke88 Can you please create a new support topic so that we can further investigate the behavior you’re seeing on your store?

Please include the following details in the new topic:

1. System Status Report
2. Square logs

Instructions on including them both can be found in this topic.

Thank you for your understanding.

Plugin Support

slash1andy

(@slash1andy)