Email and Phone are missing in woocommerce order

Resolved

(@adpu)

Hi,

Im using woocommerce and in some orders, email and phone fields are missing. This is a strange behaviour because it not happens in all orders.
We believe that it happens when customer select a different foreign country. Is strange but all the issues are in foreign customers.

I attach you the woocommerce system report:

### WordPress Environment ###

WordPress address (URL): https://www.bravanariz.com
Site address (URL): https://www.bravanariz.com
WC Version: 4.0.2
REST API Version: ✔ 1.0.7
WC Blocks Version: ✔ 2.5.14
Action Scheduler Version: ✔ 3.1.4
WC Admin Version: ✔ 1.0.3
Log Directory Writable: ✔
WP Version: ❌ 5.4.6 - Hay una versión nueva de WordPress disponible (5.8)
WP Multisite: –
WP Memory Limit: 320 MB
WP Debug Mode: –
WP Cron: ✔
Language: es_ES
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.2.34
PHP Post Max Size: 15 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.52.1
OpenSSL/1.0.2u

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.2.39-MariaDB-10.2.39+maria~stretch-log
Max Upload Size: 15 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 4.0.2
WC Database Prefix: wl_
Tamaño total de la base de datos: 96.41MB
Tamaño de los datos de la base de datos: 73.14MB
Tamaño del índice de la base de datos: 23.27MB
wl_woocommerce_sessions: Datos: 1.02MB + Índice: 0.02MB + Motor InnoDB
wl_woocommerce_api_keys: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_woocommerce_attribute_taxonomies: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_woocommerce_downloadable_product_permissions: Datos: 0.02MB + Índice: 0.06MB + Motor InnoDB
wl_woocommerce_order_items: Datos: 0.11MB + Índice: 0.06MB + Motor InnoDB
wl_woocommerce_order_itemmeta: Datos: 1.52MB + Índice: 0.61MB + Motor InnoDB
wl_woocommerce_tax_rates: Datos: 0.02MB + Índice: 0.06MB + Motor InnoDB
wl_woocommerce_tax_rate_locations: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_woocommerce_shipping_zones: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_woocommerce_shipping_zone_locations: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_woocommerce_shipping_zone_methods: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_woocommerce_payment_tokens: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_woocommerce_payment_tokenmeta: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_woocommerce_log: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_actionscheduler_actions: Datos: 0.11MB + Índice: 0.11MB + Motor InnoDB
wl_actionscheduler_claims: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_actionscheduler_groups: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_actionscheduler_logs: Datos: 0.09MB + Índice: 0.09MB + Motor InnoDB
wl_commentmeta: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_comments: Datos: 0.19MB + Índice: 0.16MB + Motor InnoDB
wl_cscs_db_subscriptions: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_huge_itportfolio_images: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_huge_itportfolio_portfolios: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_hustle_entries: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_hustle_entries_meta: Datos: 0.02MB + Índice: 0.05MB + Motor InnoDB
wl_hustle_modules: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_hustle_modules_meta: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_hustle_tracking: Datos: 0.02MB + Índice: 0.08MB + Motor InnoDB
wl_icl_content_status: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_core_status: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_flags: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_languages: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_icl_languages_translations: Datos: 0.19MB + Índice: 0.11MB + Motor InnoDB
wl_icl_locale_map: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_message_status: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_icl_mo_files_domains: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_node: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_reminders: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_strings: Datos: 3.52MB + Índice: 6.69MB + Motor InnoDB
wl_icl_string_packages: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_string_pages: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_icl_string_positions: Datos: 0.16MB + Índice: 0.05MB + Motor InnoDB
wl_icl_string_status: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_string_translations: Datos: 3.52MB + Índice: 1.95MB + Motor InnoDB
wl_icl_string_urls: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_icl_translate: Datos: 10.52MB + Índice: 0.25MB + Motor InnoDB
wl_icl_translate_job: Datos: 0.06MB + Índice: 0.02MB + Motor InnoDB
wl_icl_translations: Datos: 0.27MB + Índice: 0.75MB + Motor InnoDB
wl_icl_translation_batches: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_translation_downloads: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_icl_translation_status: Datos: 5.52MB + Índice: 0.11MB + Motor InnoDB
wl_lcachewpr: Datos: 11.52MB + Índice: 0.50MB + Motor InnoDB
wl_links: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_masterslider_options: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_masterslider_sliders: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_ms_snippets: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_options: Datos: 3.09MB + Índice: 1.23MB + Motor InnoDB
wl_pcachewpr: Datos: 0.06MB + Índice: 0.02MB + Motor InnoDB
wl_postmeta: Datos: 8.52MB + Índice: 5.03MB + Motor InnoDB
wl_posts: Datos: 19.53MB + Índice: 1.09MB + Motor InnoDB
wl_sgpb_subscribers: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_sgpb_subscription_error_log: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_snippets: Datos: 0.08MB + Índice: 0.00MB + Motor InnoDB
wl_termmeta: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_terms: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_term_relationships: Datos: 0.08MB + Índice: 0.05MB + Motor InnoDB
wl_term_taxonomy: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_usermeta: Datos: 1.52MB + Índice: 2.92MB + Motor InnoDB
wl_users: Datos: 0.08MB + Índice: 0.05MB + Motor InnoDB
wl_wcpdf_invoice_number: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wc_admin_notes: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wc_admin_note_actions: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_wc_category_lookup: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wc_customer_lookup: Datos: 0.09MB + Índice: 0.06MB + Motor InnoDB
wl_wc_download_log: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_wc_order_coupon_lookup: Datos: 0.02MB + Índice: 0.03MB + Motor InnoDB
wl_wc_order_product_lookup: Datos: 0.09MB + Índice: 0.06MB + Motor InnoDB
wl_wc_order_stats: Datos: 0.11MB + Índice: 0.08MB + Motor InnoDB
wl_wc_order_tax_lookup: Datos: 0.06MB + Índice: 0.03MB + Motor InnoDB
wl_wc_product_meta_lookup: Datos: 0.06MB + Índice: 0.09MB + Motor InnoDB
wl_wc_tax_rate_classes: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_wc_webhooks: Datos: 0.02MB + Índice: 0.02MB + Motor InnoDB
wl_wpgmza: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpgmza_categories: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpgmza_category_maps: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpgmza_maps: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpgmza_polygon: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpgmza_polylines: Datos: 0.02MB + Índice: 0.00MB + Motor InnoDB
wl_wpmcleaner: Datos: 0.08MB + Índice: 0.00MB + Motor InnoDB
wl_yoast_seo_links: Datos: 0.08MB + Índice: 0.02MB + Motor InnoDB
wl_yoast_seo_meta: Datos: 0.09MB + Índice: 0.00MB + Motor InnoDB

### Post Type Counts ###

acf: 5
acf-field: 14
acf-field-group: 5
attachment: 2785
custom_css: 2
easingslider: 1
nav_menu_item: 41
oembed_cache: 20
page: 105
popupbuilder: 7
post: 156
product: 274
revision: 2786
shop_coupon: 19
shop_order: 734
shop_order_refund: 3
slide: 2
sm_shortcode: 1
spucpt: 3
tribe_events: 18
tribe_organizer: 9
tribe_venue: 15
wp_block: 6
wppopups: 3

### Security ###

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

### Active Plugins (18) ###

WPML Multilingual CMS: por OnTheGoSystems – 4.3.12
Advanced Custom Fields: por Elliot Condon – 5.8.9
Code Snippets: por Code Snippets Pro – 2.14.0
Column Shortcodes: por Codepress – 1.0
Cookie Notice: por dFactory – 1.3.1
Google Tag Manager for WordPress: por Thomas Geiger – 1.11.4
Popup Builder: por Sygnoos – 3.69.5
Redsys WooCommerce: por Redsys – 3.0.1 – No probado con la versión activa de WooCommerce
WC - APG Campo NIF/CIF/NIE: por Art Project Group – 1.4.0.1 – No probado con la versión activa de WooCommerce
Product Customer List for WooCommerce: por Kokomo – 2.9.2
WooCommerce Multilingual: por OnTheGoSystems – 4.8.0
WooCommerce PDF Invoices & Packing Slips: por Ewout Fernhout – 2.4.10
WooCommerce: por Automattic – 4.0.2
Yoast SEO: por Equipo Yoast – 13.5
WP-ShowHide: por Lester 'GaMerZ' Chan – 1.04
WPML Media: por OnTheGoSystems – 2.5.5
WPML String Translation: por OnTheGoSystems – 3.0.9
WPML Translation Management: por OnTheGoSystems – 2.9.6

### Inactive Plugins (2) ###

WooCommerce 2Checkout Payment Gateway Version Basic: por N-Media – 6.1
WP Rocket: por WP Media – 3.5.4

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: ✔
Force SSL: –
Currency: EUR (€)
Currency Position: right
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 ###

Base de la tienda: #7798 - /tienda/
Carrito: #31 - /carrito/
Finalizar compra: #32 - /finalizar-compra/
Mi cuenta: #20 - /mi-cuenta/
Términos y condiciones: #7016 - /terminos-y-condiciones/

### Theme ###

Name: bravanariz
Version: 1.0.0
Author URL: http://underscores.me/
Child Theme: ❌ – Si estás modificando WooCommerce en un tema padre que no has creado personalmente
te recomendamos utilizar un tema hijo. Ver: Cómo crear un tema hijo

WooCommerce Support: ✔

### Templates ###

Overrides: adpu/woocommerce/archive-product.php
adpu/woocommerce/cart/cart.php
adpu/woocommerce/checkout/form-checkout.php

### Action Scheduler ###

Completo: 333
Oldest: 2021-08-07 09:45:36 +0000
Newest: 2021-09-05 12:49:13 +0000

Thanks in advance,

Regards !!!

Viewing 8 replies - 1 through 8 (of 8 total)

Plugin Support abwaita a11n
(@abwaita)

2 years, 7 months ago

Hi @adpu,

Thanks for sharing the System Status Report.

We believe that it happens when customer select a different foreign country. Is strange but all the issues are in foreign customers.

Just to check, have you been able to replicate the issue by trying to place an order using a foreign country?

I suggest that you try doing a conflict test just to check if the issue could be coming from one of the tools that you’re using (theme or plugins). Here are the conflict test steps – https://docs.woocommerce.com/document/how-to-test-for-conflicts/

Let us know how it goes.
Thanks.

Thread Starter adpu
(@adpu)

2 years, 7 months ago

Hi abwaita,

Thanks for your answer,

I have placed many orders with foreign countries and they all have the problem. I have also replicated orders in different languages and it does not affect. It only affects the country field. It is strange.

I will try to do a conflict test and I will inform to you,

Thanks again, have a nice day,

Regards !!!

Nagdy
(@nagdy)

2 years, 7 months ago

Hi @adpu,

I see you’ve confirmed that the issue happens only when the orders are placed with foreign countries.

Can you please first backup your website and database and then update WordPress and WooCommerce to the latest versions?

You can do the update and the conflict test on a staging area. You can clone your site to a staging environment and perform tests without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

Once you’re done, let us know, please!

Thread Starter adpu
(@adpu)

2 years, 7 months ago

Hi Ahmed,

Let me install the project in staging area and I will try to update it.

I will inform about it,

Thanks,

Thread Starter adpu
(@adpu)

2 years, 7 months ago

Hi again,

I have created a staging website, I have updated wordpress to 5.8, when I have tried to update woocommerce or another plugin It has said:

`Update failed: Notice: Undefined index: height in /usr/home/bravanariz.net/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php on line 696 Notice: Undefined index: height in /usr/home/bravanariz.net/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php on line 705 …

In frontside in somepages it says the following too :

Notice: Undefined index: height in /usr/home/bravanariz.net/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php on line 696 Notice: Undefined index: height in /usr/home/bravanariz.net/web/wp-content/plugins/woocommerce/includes/class-woocommerce.php on line 705

Waiting for your reply,

Regards

Mike W
(@nixiack8)

2 years, 7 months ago

Hi @adpu,

Since there are errors trying to update the plugins on the staging site, disable all plugins down to WooCommerce and update it – if it still fails let us know with the error it produces.

Looking forward to hearing back from you!
Thread Starter adpu
(@adpu)

2 years, 7 months ago
Hi Mike,

Solved, The mistake was in the theme, After changing the theme, everything works and phones and emails appear in orders with foreign countries. Now I will purge my theme and I will fix the issues.

Thank you so much everyone for your support,

Regards !!!
- This reply was modified 2 years, 7 months ago by adpu.
Plugin Support abwaita a11n
(@abwaita)

2 years, 7 months ago

Thanks for the update!

Glad to hear that you were able to find the culprit!

It seems that you were using a custom theme that had also overridden the woocommerce/checkout/form-checkout.php template.

As the thread is now resolved, if you have any further questions, please feel free to create a new thread.