Delivery order won't accept billing address first name, last name, or address on tablet or mobile

[huesy]

We have completed setting up our online ordering system and are accepting pick-up and deliveries.

During testing, pick-up orders work seamlessly, however we encountered a problem at the final step of a delivery on mobile/tablet devices ONLY that prevents delivery orders from being placed. Alternatively, the process was tested on a desktop PC running Windows and Brave Browser/Chrome and had no issues.

The issue:

After entering my billing name and address (the address appeared and was selected from the dropdown), and clicking the button to complete my order, the screen scrolls back up to the billing information fieldset and the first name/last name fields have been cleared, and there is a "field required" notice below the address.

We've tried many tablet and phone devices (both iOS and Android, on multiple browser apps) but all face the same issue and it is currently impossible to place a delivery order from these devices. We've also tried using kanji instead of an English name, and various combinations of addresses.

Does anyone have any insight into what could be causing the issue and if there are any fixes or workarounds?

Thank you very much!

[MayaP]

Hi @huesy,

Sorry you are running into an issue with the delivery order address! 

I know you stated this is happening on mobile phones/tablets, and you tried several ones. Did you try different browsers on each device? 

What is your url? 

[huesy]

Hi  @MayaP ,

Thank you for your response!

Yes we tried both Safari and Chrome on the iOS mobile devices. Android we tried Chrome and Brave.  Here is a video of the problem:

このビデオは現在処理中です。しばらくしてからもう一度実行してください。

The link we're using at the moment to test is: https://order.elmariachi.jp

There is a TEST item of ¥0 available.

Thank you again and hope you can help! 

[bebepain]

Hi!   On the mobile devices that failed, were they on the mobile carrier network or on the same WiFi network that your working browsers were on? Just trying to eliminate possible culprits.  

[huesy]

Hello @bebepain ! Thank you for your response!

I have tried with the following combinations:

iOS Safari/Brave:

- Shop WiFi

- Carrier Network A

- Home WiFi

Android Chrome/Brave:

- Shop WiFi

- Carrier Network B

[bebepain]

Hello!  Just to test.... how about relaxing the privacy settings on your mobile browsers, the ones that don't work?  e..g allow all cookies, all tracking, etc?  If that doesn't help, you may have to turn up the verbosity of the web server log, (assuming you have access.) and do a deep dive there.  

[MayaP]

Since we have tried many browsers and devices and issues keeps happening please reach out to the Square Online Support Team.

They can investigate further and file a ticket if needed. Please reach support at 1-855-700-6000 squ.re/contactsqsupport .

Let us know if you need anything else!