Shopify Forms App not closing on safari from iPhone

[Desalb]

Hi there,

anyone is having issue with shopify forms app not working properly on Safari from iPhone?

We noticed that the user must press the close button or any other field/buttons several times before anything happens.

[Olivia]

Hi, @Desalb!

Welcome to Shopify Community.

Thank you so much for sharing your question with our network. Before we dive in to troubleshooting, I did some investigating on my end to see if other users were reporting a similar experience. After scouring through tickets, I wasn't able to find this as an ongoing or widespread issue.

Based on your question, I'm also not sure if only one user is experiencing this on your site or if it has been consistent with several users? Furthermore, have you been able to replicate the issue that you would be able to provide me examples of? 

Just in case it is related to a handful of users, then it's also a possibility that they are using a device or software that is not optimized with the latest technology available. As a good rule of thumb, have your customers troubleshoot with the following:

• Update phone's software to latest iOS available
• Try from a private or incognito window of Safari to rule out local data caching 
• Always try a different network or hotspot if possible

Please keep me updated with the results of that and I'd be glad to guide you towards next steps.

Warm regards,

[Desalb]

Hi Olivia,

Thanks for your reply.

The issue happened with customers iphone and also everytime when we tried to replicate the issue with our iphones.

We tried on different iPhones (12 and 14) both with updated software and running safari on Incognito mode.

We tried using wifi and mobile-data connection but nothing changed.

[Olivia]

Hi, @Desalb!

Thank you for following up with me so quickly. In your case, please connect with our Live Team directly so we can assist you with running further tests and logging the issues you are experiencing internally.

We look forward to connecting,