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Within the last month, customers checking out at our online store with an iPhone/Safari browser cannot progress from the checkout page to Paypal. The screen freezes or nothing happens. This is only happening on iPhone devices using Safari. This doesn’t occur on other devices (that I know of), including Mac laptops using Safari, which I was able to personally test.
I spent a bit of time troubleshooting with Woocommerce, and we determined that it’s a conflict with the template (when I switched the template from Tower to the 2020 theme, the issue resolved). Please note that their emulator device couldn’t replicate the issue; they had to test it on a physical iPhone. Unfortunately, I cannot test things on my own, because I do not own an iPhone.
Every customer who’s had an issue was on an iPhone using Safari as the browser – but the iPhone models were different, the products they ordered were different, the shipping state/etc. was different – the only common denominator for the issue is iPhone + Safari.
This is costing me quite a few customers, since people who would normally be ordering are giving up. Please help!
I’ve ensured that the staging site is up to date as of today, and that the credentials listed for you in my profile work.
Thank you!
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Hi,
Can you please provide us your admin login credentials along with your website URL as a private reply so our team can check/test for you and we can assist you accordingly.
Thank You
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Hi,
I have tested it on my iPhone and works perfectly, redirected to the Paypal page.
I will test on new iPhone devices too and let you know
Thanks
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Thanks Ludjon – the phones I know that failed to move past checkout:
Customer 1: iPhone X, Safari browser
Customer 2: iPhone 7, Safari browser
Customer 3: iPhone 11, Safari browserI’m not sure what iPhone you have, but this is a wide range of devices – my guess is that it may have something to do with Safari, rather than iPhone.
Rebecca
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Hmm, I have tested on iPhone 7 but not on a software updated device. Now I tested with iPhone XS Max, super updated and it works fine. It redirects to Paypal without any issue.
Please check if it is something related to any ISP providers, I don’t know but it works perfectly on two devices I checked. Probably it’s something else causing it stoping redirecting to Paypal
Thanks
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Ludjon -I’m not sure what to tell you. My customers are experiencing issues and I’ve had to put a notice up on the website about it. Are you using an emulator, or testing with a physical iPhone? Automattic didn’t experience the issue with the emulator, but *did* experience the issue when they used an actual iPhone.
Also: are you testing on the real site or the staging site? If you’ve been testing on the staging site, can you try testing on the real site? Maybe that can help us narrow down the issue.
Finally: Are you testing on Safari? That is the one similarity between all the iPhones.
I’m not sure what else to say, except that it is definitely still happening, so we need to find a device for you to use that replicates the conflict (not assume the conflict doesn’t exist.) Thanks!
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Any update on this? I’m losing customers because people can’t check out with their iPhones. Thank you.
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Hello,
First, I recommend you disable all the plugins that don’t come with the theme one by one.
I suppose that one of them creates this issue.
If the problem persists I recommend this plugin:
Funnel Builder by CartFlows – Create High Converting Sales Funnels For WordPress
So you can make a custom check out page.
Regards!
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Eldo –
The conflict is not with a plugin – when I switch to another theme, the issue resolves. The Tower theme is conflicting with iPhones, specifically (we believe) with the Safari browser. As I explained in my original post, I already went through significant troubleshooting steps with Automattic/Woocommerce, and we determined and they confirmed that the conflict is specifically with the Tower theme.
Are you saying that Codeless can’t figure out the issue? Or that you don’t have access to an iPhone to replicate the issue? Conflicts with iPhones seems like a significant error for a theme that markets itself for e-commerce. I don’t see how building a custom checkout page will help, since the conflict (Tower theme and Safari browser) will still exist. Can you explain how/why you think that plugin will help?
Rebecca
Rebecca
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Hello,
Maybe there is a bug that at moment we can’t debug.
We will check it in the next updates.
Please at the moment you can use the funnel builder.
Asap we will come with a fix.
Sorry!
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Eldo – Another user with the same issue reported in the Woocommerce forum that it seems to be related to the button opening a new tab/window. I’m not sure if that helps, but thought I would pass the information along in case it does. Hopefully we can get this resolved soon!
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Eldo – I’m just checking in to see if this issue is being looked into, or if a resolution has been found yet?
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Eldo – This has still not been fixed as of the most recent Tower update. Is there any idea when this might be resolved?
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Hi,
Last update majorly covers wp5.5 and I will request you to wait for next update it will be resolved.No Worries!
Thanks,
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Hello there.
I am facing the same problem with the Specular theme. Please advise me if its preferable to me to create another topic.
I can assure the same occurs with your Specular – Shop demo on ‘real’ iPhone devices.
Have tested with safari, google chrome, mozilla firefox.
Everything up to date, on the device side, on the website/server side (including lastest version of PHP, WordPress, WooCommerce, Specular, and more).
The last checkout button gets tottally unresponsive. as if it wasnt a button at all.
I have two differents websites using specular: one I was able to create a workaround adding a second checkout button, hiding the first with css, and it works. On the second, I don’t know why, this workaround didn’t work.
Have tried de-activating all plugins, but keeping specular, the button didnt work.
Changed theme to Storefront, worked with and without all the plugins.
It is a theme issue, and seems to me that related with javascript.
It would be great to have some help, have lost lots of hours trying to figure out this, and also some orders/sales.
Thanks in advance.
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@georgemenezes
yes, Please open a New Topic and Select theme which you are using.Thanks,
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