Subscription payment method update page fails to work on safari because of cookies

polguixe
Shopify Partner
10 0 0

Hello, 

 

We have developed a subscription app. Whenever a billing attempt on a subscription contract fails, we trigger the customerPaymentMethodSendUpdateEmail, which will send an email to the user. 

 

The email contains a URL that takes the user to a page similar to the checkout page. It has the same layout. See the image below:

Screenshot 2022-04-22 at 15.42.57.png

 

Then the user adds the new payment details and presses "Update Card". 

 

Then it will follow the payment steps based on his card provider and hopefully should see a success message at the end.

 

Screenshot 2022-04-22 at 15.48.43.png

 

However, they see this: "Please enable coolies to continue"

Screenshot 2022-04-22 at 15.50.50.png

I have also attached a video.

 

I can ensure that cookies are enabled. 

 

This issue happens with Safari -the latest version- on desktop and iOS -the latest version- Safari and Chrome. We haven't tested further. 

Has anyone experienced this issue? Any help will be appreciated. 

 

Replies 8 (8)
Poulping
Shopify Staff
Shopify Staff
22 3 3

Hello Polguixe,

In the video, I see that after payment the browser is redirected to checkout.domain.com.

Was the user on another domain before or the same one ?

 

Is this happening only with Safari ?

polguixe
Shopify Partner
10 0 0

The user accesses the page by clicking on the link sent in the email. On the video, I am skipping the previous page because contains the details of a real card.  Happy to share the full video privately. 

 

The domain to which is redirected it is the same as it lands after clicking on the email.

Poulping
Shopify Staff
Shopify Staff
22 3 3

In the video you sent, it seems like the redirect from the payment processor happens on the http, not the https URL.

 

Can you change it to redirect to the https url ?

 

Also, what was the payment method used ? 

And lastly, is it only happening with Safari ? Other browsers are not affected ?

 

Thanks!

polguixe
Shopify Partner
10 0 0

@Poulping the link is obtained from an email that Shopify sends.

 

e.g. 

Screenshot 2022-04-25 at 11.53.23.png

 

the link has this format: 

 https://checkout.tymefood.com/payment_methods/confirm?key=eyJfcmFpbHMiOnsibWVzc2FnZSI6IklqTmlOamcyTm... 

 

As far as I know we are not controlling the behavior on this side of Shopify, hence we aren't able to change the redirect to https. 

 

The payment method used is a Visa Credit card through Shopify Payments. 

 

We have only observed this on Desktop Safari and on iOS safari. Not tested on iOS Chrome. It works fine on Desktop Chrome. All for the latest versions. 

 

Any help would be greatly appreciated. 

 

Thanks,

 

polguixe
Shopify Partner
10 0 0

We are being reported that some users also see this issue on Chrome. However, we haven't been able to replicate it. 

Poulping
Shopify Staff
Shopify Staff
22 3 3

Hey @polguixe ,

Thanks for all the details, I am forwarding all the information to the right team, and we will get back in touch once resolved, or if we need more information.

 

Thanks!

 

polguixe
Shopify Partner
10 0 0

@Poulping have you been able to replicate it? 

 

Let me know if you have any questions. 

 

Cheers!

Poulping
Shopify Staff
Shopify Staff
22 3 3
Hey @polguixe,

We have found a similar issue, and the ticket is in the backlog now.

I cannot give an estimate for resolution, the ticket will be prioritized.

We will come back here once we can share more.

Thanks!