Default thank you page not displaying sometimes in Safari and on iPhones

[[email protected]]

People that use the Safari browser to donate to our organization either on their computer, tablet or iPhones are sometimes not getting the default Thank You page. When they press submit, the donation form simply reloads, and is blank. As they are unsure if their donation went through, they make repeated donations. (I myself experienced the problem on my laptop, for the first 5-6 donations I made while testing for the problem, then it started working and displaying the thank you page. I do not know if my Safari updated, as I did not think to look.)

I contacted support in April 2018 with this issue and received case #62876. I also just (today) attended the support call.

Our donate page is here: https://www.fii.org/get-involved/for-supporters/

The script for the embedded form we are using on our website is this: <script class="CnP_formloader" src="https://resources.connect.clickandpledge.com/Library/iframe-1.0.0.min.js" data-guid="586dc73c-b847-47dc-ae71-fa2afd2758c8"></script>
<div id="CnP_inlineform"> </div>

The error message returned by Safari is attached (thanks to our IT dept.)

We do not use the WordPress plugin (our Web designer opted for using just the embedded form, not sure why), but I am downloading that plugin today and am testing it.

Looking forward to solving this issue!

[CnP.LiveSupport.AB]

Hi Suki,

If you could just please provide feedback here on how using the Wordpress plugin went, rather than using the inline iframe code. I have already sent a recording of the call to the Developers so they can be ready to discuss, and I've also informed Debbie that you joined Live Support- so she is in the know as well.

And I will let you know tomorrow if we have any next steps for troubleshooting. You might be able to speed things along by setting up a WordPress user for us so if needed we can login to your WordPress site. Please send the login information to [email protected]

Sincerely, Amanda
Live Support

[CnP.LiveSupport.AB]

The Developers are saying that they did discover an issue with Safari and issued a release with a fix just over a week ago.

When was the last time a user reported the error? Have you tested this week?

Also, please let us know the result of using the Wordpress method instead of the Connect embed code.

[[email protected]]

I just tried donating on my iphone using Safari and experienced the same issue, after pressing submit donation, the page refreshers to a blank donation page and does not pop up the default thank you page.

I downloaded the WordPress plugin but I am unable to set it up because we do not have the SOAP extension installed on our website. I do not have the necessary knowledge to know if I can install the extension without breaking something else on our website—it was custom built by a designer. We currently do not have a contract with a web designer, so I will need to do some research about this before I can try it.

In the meantime, is there anything more you can do on your end to solve the Safari issue?

I am working to invite [email protected] as a WordPress user on our account.

[FII_JBC]

Hi Click & Pledge, I'm going to jump in here (rather than starting a new thread) as I'm helping FII out with this issue now.

We have the WP Plugin working but it sounds like we are having a similar problem with the thank you page. It is still just resetting to a blank form so the user is unsure if a donation has gone through. Here is the testing page - https://www.fii.org/get-involved/for-supporters-2/

As far as I can tell, the code that the shortcode produces from the plugin looks the same as the original snippet being used from C&P.

Would access to the WP back end be the best next step?

Thanks!
Jennifer

[[email protected]]

Thank you Jennifer.

Hi Click and Pledge, please note that I did extend access to the backend of our WordPress account on 11/9/2018 to [email protected].

Suki

[FII_JBC]

Thanks for the update, Suki! Good to know!

[CnP.Support.AM]

Good day @FII_JBC

One of our developers are reviewing this case and we will update you shortly.

[FII_JBC]

Hello! Do you have any update on this? Thank you!

[CnP.Support.AM]

Good day @FII_JBC

Sorry for the delay. We are continuously working on your case but we still need more time to investigate the issue as we unable to replicate it yet. We will get back to you as soon as we find out what's going on.

[[email protected]]

Hi, I understand from our Developer that you have finally been able to replicate the issue and are working on it. That is great news.

I am sure I don't have to explain to you how frustrated we have been with this issue—something we have been working on with your support team since April. We are in the middle of our annual appeal and have problems with this issue almost daily. We would like to have a designated person who we can actually talk to on the phone directly to work through this issue and get this issue resolved. Can you make that connection for us?

[CnP.Support.AM]

Good day @[email protected]

One of our support team members will be in contact with you.