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Theme Conflict with Checkout Payment Options

This topic has 21 replies, 3 voices, and was last updated 1 years, 8 months ago ago by Rose Tyler

DebbieC

Participant

August 16, 2022 at 09:11

Yesterday I updated Woocommerce and the Xstore theme, but now there is an error on the checkout page with the boxes to enter credit card details not coming up when customers choose this as an option.

As I can’t have a website without payment options, i had to revert to a backup from the previous day to get it working again.

Since then I have done some conflict testing on a staging site. I disabled all plugins except Woocommerce and all payment options. This still didn’t work. Then i changed the theme to ‘Storefront’ and re-enabled all the plugins, everything on the checkout page worked fine. Changing back to Xstore theme and the checkout is once again not working.

You can see how the checkout should look on the live site, with the Amazon logo in the bar at the top and the payment fields visible for ‘credit/debit card’ payment option, but I attach a screenshot here of what the checkout looks like after the theme update – https://prnt.sc/tQB0TRLwf-ba

This is happening on both our sites that use Xstore. I have been in touch with WC payments team about this but it seems fairly clear from the testing that it is the theme that is causing this issue.

Could you please look at this so I can find a resolution and update the theme to V8.3. Thanks, Debbie

#331840 Copied Theme version: 8.3 WooCommerce version: 6.8

20 Answers

Rose Tyler

Support staff

August 16, 2022 at 09:46

Hello,

Do you have a staging site (full copy of the existing one), so we can do tests there without affecting your business?

Regards

#331845 Copied

DebbieC

Participant

August 16, 2022 at 10:24

Yes, I attach details for the staging site. It is password protected so there are logins for the site and the admin centre.

The staging site has all been updated to latest versions of everything including Xstore.
Live site has been rolled back to previous Theme version (but all plugins incl. WC and WC Payments) have been updated.

Thanks, Debbie

Please contact administrator
for this information.

#331850 Copied

Rose Tyler

Support staff

August 16, 2022 at 10:53

Hello,

Thanks for the reply.
Sorry, but I do not see the problem – https://prnt.sc/9CamYW2WV-uN Could you describe in more detail what should we do to see it?

Regards

#331853 Copied

DebbieC

Participant

August 16, 2022 at 11:37

I presume you are looking at the live site? As I said, that is working fine because I used a backup from 2 days ago BEFORE I updated the Theme.

Here again is the screenshot of how the checkout looks AFTER theme update (as can be seen on the staging site that I gave you login details for – https://prnt.sc/tQB0TRLwf-ba

#331855 Copied

Rose Tyler

Support staff

August 16, 2022 at 12:13

Please check the Private Content area.

Regards

Please contact administrator
for this information.

#331858 Copied

DebbieC

Participant

August 16, 2022 at 13:46

The second screenshot https://prnt.sc/zA4VH5kz7y_5 is broken, I can’t see it.

Yes, Swankypins.co.uk was okay, however I have just had a ‘failed order’ come through and on checking, this too is now showing the same checkout error.

All Caches are cleared yet I still see the same incorrect checkout. We also have the same problem on our other site – slightly different because no credit card boxes appear at all.

Yesterday, when i thought it was due to WC Payments plugin, we had Woocommerce support working on the problem. They also could see both sites with broken checkouts but after it worked with Storefront theme they said it was a theme problem.

I don’t know what is happening here. I’ve tried in different browsers, on mobile, all caches cleared but I’ve still got 2 sites that have broken checkouts. I am checking everything as un logged in user so i can see what site visitors see.

#331876 Copied

Rose Tyler

Support staff

August 16, 2022 at 13:58

Here is the new screenshot – https://prnt.sc/s-DM2A7-nOs_
Ok, please record a video of the problem and provide FTP access, I will pass it to our dev team.

Regards

#331881 Copied

DebbieC

Participant

August 16, 2022 at 14:33

Are you logged in on another page though? If I am logged in on another page on the same browser I can see checkout works okay, but for a site visitor who hasn’t got an account to log in, they see a broken checkout.

I do not know how to record a video but there are two screenshots here –

1. The way it should look – https://prnt.sc/4OvB4RrRFAmT – I’ve cut the middle bit out so it’s not so long a page, but you can see the amazon button at the top and the credit card boxes. This can ONLY be seen by logged in users.
2. How customers / non-logged in users are seeing it now – https://prnt.sc/uLDduLnsRaki – the credit card boxes are not there, but there is a button + text saying ‘use new payment method’ which doesn’t do anything and should not be there.

I had a failed order just now which was ‘Paypal’. The Paypal buttons seem to have disappeared and on checking, using the Paypal option gives an error of ‘Could not retrieve order’. Basically then, i cannot take any payments at all.

I attach the FTP details here

Please contact administrator
for this information.

#331884 Copied

DebbieC

Participant

August 16, 2022 at 16:54

I now have a number of failed orders for today, i can’t leave the site like this and don’t know what to do about it

#331909 Copied

Rose Tyler

Support staff

August 16, 2022 at 18:56

Hello,

At first sight, the Siteground plugin creates a problem with javascript.
Our dev team will be able to take a closer look at tomorrow only.
Meanwhile, try to disable javascript minification in settings of the plugin, or disable the plugin at all, and check the checkout page then.

Regards

#331912 Copied

Rose Tyler

Support staff

August 17, 2022 at 09:26

Hello,

Check the answer from one of our devs in the Private content area with screenshots

Regards

Please contact administrator
for this information.

#331945 Copied

DebbieC

Participant

August 17, 2022 at 10:24

Hi,

Last night I disabled the Siteground plugin as you suggested. I think your developers checked after i had done that which is why they saw it working.

You were right, it was the minify javascript within that plugin that was causing the problem. I have now enabled the plugin in again but disabled the minify javascript and updated the Theme on the live site and as far as I can see the checkout is working fine.

i wonder if you could just please check again the live site checkout in case I am looking at anything that may be cached. If you see it working then all is fine. I have notified Siteground as I need this plugin, it’s part of my hosting and hopefully they can work in a fix on their next update.

Thank you for all your help with this. Debbie

#331953 Copied

Rose Tyler

Support staff

August 17, 2022 at 13:37

Hello,

At first sight, it works ok so you may check deeply after some time

Regards

#331974 Copied

Ffoot

Participant

August 31, 2022 at 11:07

Sorry to butt in on this, but I appear to have the same issue.

As advised above, I first tried disabling the SG Optimizer plugin and the payment field displayed correctly, where previously it was blank, and not clickable. After I reactivated it and disable the JS minimise setting, and the field displayed correctly.

Hopefully a fix can be found soon.

#332846 Copied

Ffoot

Participant

August 31, 2022 at 11:27

Hi again.

Just to update, unfortunately the problem persists. It’s just started happening again out the blue. Not sure why.

#332853 Copied

DebbieC

Participant

August 31, 2022 at 12:09

Siteground tech support gave me a code to put in which enabled me to enable the SG Optimizer and have all the JS minimize setttings activated. I can’t remember the code but if you contact them they will give it to you. All works fine now. Debbie

#332859 Copied

Ffoot

Participant

August 31, 2022 at 12:11

Hi Debbie,

Thanks for that info. Much appreciated.

I’ll get in touch with them.

Cheers!

#332860 Copied

DebbieC

Participant

September 1, 2022 at 09:37

I’ve been through my support messages, so in case you didn’t get it from Siteground, this is the code you need to add to your functions.php file:
add_filter( ‘sgo_js_minify_exclude’, ‘js_minify_exclude’ );
function js_minify_exclude( $exclude_list ) {

$exclude_list[] = ‘ppcp-smart-button’;

return $exclude_list;
}

Then you can re-activate SG Optimizer and it should be okay.
Debbie

#332934 Copied

Ffoot

Participant

September 1, 2022 at 09:40

That’s great, Debbie. I’ll give that a shot.

Thanks again for taking the time to help.

#332936 Copied
Tagged: best selling, checkout, conflict, options, payment, themes, woocommerce
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