thread Re: Customer issues trying to place online orders- enter valid phone number in Online Store

Customer issues trying to place online orders- enter valid phone number

ErinFlowers — Thu, 05 Dec 2024 01:05:03 GMT

I have several customers having issues trying to place orders on my new site. Their phone number is being flagged as an invalid number eventhough it is correct. It is happening on computers and mobile devices.

I have been unable to duplicate the issue on my phone or my laptop.

Any suggestions other than have them clear their browsing history?

Re: Customer issues trying to place online orders- enter valid phone number

JTPets — Thu, 06 Mar 2025 16:40:30 GMT

@ErinFlowers I have raised this issue before, tho slightly different. Squares address validation is flawed at times, my wife had issues submitting a order on our own website until she accepted the marketing emails box as checked. Screenshots help where possible, but I know those can be hard to get from customers.

@Summer2024 Remember when I said address validation has been brought up by me before, and that friction like this needs to be better investigated? Here seems to be another case again of square refusing to allow orders to go through were there is some "error" in what square expects in their fields

Re: Customer issues trying to place online orders- enter valid phone number

RobynR — Fri, 07 Mar 2025 22:54:16 GMT

@JTPets, thanks for your post.

Hey @ErinFlowers, I apologize for the delay, but I want to first welcome you to the Community.

Since you haven’t been able to replicate the issue, it might be related to specific devices, browsers, or how the numbers are being entered.

A few things to check:

Are customers using a specific format for their phone numbers (e.g., dashes, spaces, country code)?
Which browsers and devices are they using when they encounter the issue?
Have they tried switching to a different browser or using incognito mode?

I realize it's been a few months, but could you also share your website URL and any customer screenshots?