Checkout not collecting customers phone number

Payments + Shipping & Fulfilment

Topic summary

Checkout phone number collection for shipping labels is addressed via a Shopify setting to require the shipping address phone number. Steps: Settings > Checkout > Form options > Shipping address phone number > Required, then Save. A screenshot illustrates the location of this setting. A reminder is given to have a privacy policy explaining data collection and use.

Outcome: The original requestor confirms this solves their fulfillment need.

New issues raised:

  • Validation: The required phone field accepts invalid entries (e.g., a single letter) and still allows progression to payment. Users ask how to enforce valid phone formats before payment.
  • In‑store pickup and gifts: The shipping address block doesn’t appear for pickup, and for gifts the needed contact is the sender/billing phone, not the recipient’s shipping phone. This is seen as a gap.
  • Persistence: Even with “required” checked, some report the phone still isn’t collected, yet addresses can’t be saved without one, leading them to enter their own number and seeking a workaround.

Status: No confirmed solutions for validation, pickup/gift scenarios, or saving without a customer phone. Discussion remains open.

Summarized with AI on December 12. AI used: gpt-5.
1

Checkout not collecting customers phone number, only email is manditory… we need numbers to add to shipping labels

2

Hey, @SwiftDry ! Welcome to Shopify Community!

You have the ability to make phone numbers mandatory at your checkout. You can follow the guide below to do this.

  1. In your Shopify admin, go to Settings > Checkout.

  2. Scroll down to Form options.

  3. Select Required under Shipping address phone number.

  4. Click Save.

Since you’re collecting sensitive information from customers, make sure you have a privacy policy in place so customers understand and are aware of how you’re processing their personal information. It’s important to let them know what information you collect, how you use it, and who you share it with to keep their information safe. You can add and generate a privacy policy and other store policies by following the guide on this page. Don’t forget to read through and customize the policies so they’re tailored to your store.

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3

THANKS!!! this is going to make my job much easier!!!

4

@SwiftDry My pleasure! Glad that helps streamline your fulfillment process. Don’t hesitate to create a new post if you have other concerns!

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5

After making the shipping phone number required as this thread instructs, the field can be filled with an invalid phone number, even a single text character such as ‘s’ and that allows progression by the customer to the payment step instead of requesting that the customer enter a valid phone number. How can we ensure a valid phone number is entered in this field prior to accepting payment? Thank you in advance.

6

The problem with this is if you use ‘In store pickup’ (about half our orders), the shipping address block does not display, and even if it was shipping, if someone is shipping to someone else as a gift, we need to contact the sender, not the recipient. This seems like a big omission.

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7

I have the Shipping address phone number required checked, but it still does not collect their phone number. In order to save the address I have to have a phone number. I end up putting mine which is crazy. How do I get around this? I personally don’t need their phone number, but it won’t save without one.

8

Did you ever come up with a solution for this?

As you mention, ‘in store pick’ doesn’t display ‘shipping’ work-around, and if it’s a gift need to contact the sender/billing phone # not the shipping phone #.