GiveWP 4.0.0 not working on phones

Hi @paul-hartman ,

Glad you reached out! Happy to help, and please excuse the slow turnaround here.

I see this form — https://chesapeakewomenanglers.org/donation/, and I checked it on Browserstack with a Samsung S21 phone using Chrome, and it looks like this has been fixed — https://www.loom.com/share/7abfa8f3f19e4cb3a5fca28e99142375?sid=be5a6260-f74d-4dbb-91c7-4cf4cc101ecb.

For the 4 other sites wherein 4.0.0 is broken, is it going to a 404 when you view it while not logged in?

You might want to try refreshing your permalinks by simply visiting your permalinks settings. This is located in your main WordPress — Settings menu. You do not have to make any changes, rather, simply visiting the Permalinks page will “flush” and refresh all the links on your website.

I would also suggest temporarily deactivating caching on your site (if you have any kind of caching plugins), then visit your Permalinks page again.

If the issue persists, can you send a sample page or the single view of the form wherein the issue is present?

Looking forward to helping you get to the bottom of this!

Hi @paul-hartman ,

Please excuse the slow turnaround here.

I’ve seen that scenario for other websites, but it is related to one of our premium plugins.

At this point, we’ll need to check for conflicts. This might be caused by a plugin or theme conflict. The next step would be to try our Health Check tutorial. This can allow you to test your site with different plugins without hurting the front end of your site at all — https://givewp.com/documentation/resources/troubleshoot-wordpress-websites-health-check/.

Here is what you should do:

Step 1: Disable Plugins

1. In the dashboard, navigate to the “Plugins” menu on the left sidebar. You will see a list of all your installed plugins. Select the checkboxes next to the plugins you want to disable.
2. After deactivating the plugins, visit your website to see if the issue has been resolved. If it’s fixed, the problem was likely caused by one of the plugins.

Step 2: Enable Plugins One by One

1. To identify the specific plugin causing the issue, re-enable your plugins one at a time.
2. After reactivating each plugin, check your website to see when the issue reappears. This will help you pinpoint the problematic plugin.
3. Once you identify the problematic plugin, you can leave it deactivated, update it, or seek support for a fix.

Step 3: Troubleshoot Themes
If the issue persists even after deactivating plugins, you may need to check if your theme is causing the problem.

1. Go to the “Appearance” menu in your dashboard.
2. Click on “Themes” to see the list of installed themes.

Step 4: Activate a Default Theme

1. Activate a default WordPress theme, like Twenty Twenty or Twenty Twenty-One. To accomplish this, click the “Activate” button on the default theme you want to use.
2. Check your website to see if the issue is resolved. If it is, your original theme may be causing the issue.

You can also learn more about troubleshooting using our documentation here:
https://givewp.com/documentation/resources/how-to-troubleshoot-your-website-like-a-wordpress-support-engineer/

Let me know if you find a conflict with another plugin or the theme.

Hi @paul-hartman ,

Thanks for sharing that! From our past cases, we’ve never seen the SiteGround Optimizer do that for forms, but I guess it can have different effects in optimizing your website.

The best way to do use GiveWP alongside it is excluding GiveWP’s scripts from the optimization. You can follow my recommendations below:

Script Compression
Frequently, script compression/optimization causes issues with GiveWP. After you’ve also followed the caching recommendations (which you can view further down), and everything is working, turn the optimization plugin back on and exclude the following scripts from being compressed/optimized further:

Core files:
give.js
give-donation-summary.js
donor-dashboards-app.js

You may or may not have the following on your site:
Form Field Manager: give-ffm-frontend.js
Tributes: give-tributes-common.min.js
Fee Recovery: give-fee-recovery-public.min.js
Recurring Donations: give-recurring.min.js
Peer to Peer:
give-p2p.js
give-p2p-campaign-donations-overview.js
give-p2p-fundraiser-leaderboard.js
give-p2p-team-leaderboard.js
give-p2p-campaign-header.js

Caching
Caching can also contribute to this or be the sole reason for what you’re experiencing. The fix is a bit technical, so I’ll include as much detail as possible here, but you may need to reach out to your web developer or web support person to implement the recommendations I’ll be talking about below.

Your issue here is caused by some caching happening somewhere in the process. If you’re not familiar with caching, it’s a method of saving server resources by storing copies of a page or site. This is being done so that the next visitor’s visit doesn’t trigger a call to the server at all, they just get the copy that was saved. Basically, instead of the site needing to recreate the page from scratch, it sends up a copy which allows it to load faster.

Caching works really well for speeding up sites, but when a saved copy of the site has sensitive information in it (like donor info) it’s important that GiveWP not share that with the next visitor. If GiveWP is not convinced that the browser requesting the data is the correct one, it defaults to not showing the data.

Caching is handled differently on various sites and web hosts. This could mean a caching plugin, or caching could be in a security solution. Hosting providers also have settings for caching at the server level, and they can help make adjustments for you there. Most caching solutions have a setting or section for excluding specific URLs or parts of URLs (called “slugs”) from caching.

At the very least, you should exclude the following slugs from caching:

• /donations/
• /donation-confirmation/
• /donor-dashboard/
• any page with a donation form on it

Moreover, the following query strings (if your caching solution has a setting for them):

• give-embed=donor-dashboard
• giveDonationFormInIframe=1
• givewp-route
• give-listener=paypal-commerce
• give-listener=ipn
• give-listener=stripe

We also use two cookies: give_nl and wp-give_session_{random generated hashed code unique for each visitor} that should be excluded.

The give_nl cookie provides email access to donors to view their donation history on your site.
The wp-give_session_ cookie is to maintain the donor session during the donation process.

Your host or the caching plugin/solution you are using can help with that. Some of them may require what’s called a “wildcard” like /donations/* to capture all subdirectories under the /donations/ folder. Some folks prefer to customize the URLs to their site pages, so you may find that your URLs don’t have the slugs mentioned above, even though they contain the same content.

In cases like those, we recommend whitelisting the page, not just the slug, that way the pages with those essential pieces of information are still excluded from caching. This is especially important for URLs of pages with donation forms on them.

One helpful tip: Check in with your hosting provider. Most hosts have caching at the server level, and they will be able to adjust this for you. You can also temporarily disable caching on the site to confirm that the uncached site isn’t showing the problem.

While fine-tuning cache falls outside the scope of the support we’re able to provide, your success with online donations is our number one priority, and we’re happy to provide any tips.

We put together this deep dive into what caching is and how it can cause difficulties: https://givewp.com/documentation/resources/caching/.

Please let me know once you’ve implemented the above and see if the issue persists.

Meanwhile, I’m here for further questions or other concerns.

I’m always happy to help!