thread Re: Shopping Cart Error Issue in Payments Troubleshooting

Shopping Cart Error Issue

Busyewefarm — Sat, 20 Sep 2025 12:45:22 GMT

When ordering online, a couple of my customers ran into an issue with entering their phone numbers. They apparently entered a special character ( or - or a space and the error message just tells them to enter a valid phone number.
the phone number looks correct. Since the system gives an error message, "The phone number entered is not a valid phone number." Remember their number entered "looks" correct. The issue is that they entered more than just numbers. Can the error message be changed to "Enter Numbers only no special characters"

Re: Shopping Cart Error Issue

isabelle — Thu, 22 Oct 2020 21:08:07 GMT

Hey @Busyewefarm!

Thanks for posting in the Seller Community ✨

Sorry to hear this is happening. Are they mainly accessing your site on a mobile device? Do you know what browser they're using?

Let me know so I can look into this further.

Re: Shopping Cart Error Issue

Busyewefarm — Fri, 23 Oct 2020 03:33:45 GMT

She was using her computer and entering her phone number.

Re: Shopping Cart Error Issue

isabelle — Fri, 23 Oct 2020 13:58:19 GMT

Was it (the browser) auto-filling her phone number? I wonder if a + sign is being added before the area code, such as: +[Redacted].

We would love to look into this further. If you wouldn't mind, next time this occurs, please ask the customer to take a screenshot of what's happening. Have you tried it on your end @Busyewefarm?

Re: Shopping Cart Error Issue

Busyewefarm — Fri, 23 Oct 2020 14:51:52 GMT

She mentioned that she had added a 1 the last time she entered just numbers. It worked if she just started with the area code, prefix and number only without dashes

Re: Shopping Cart Error Issue

Busyewefarm — Fri, 23 Oct 2020 14:52:41 GMT

Re: Shopping Cart Error Issue

isabelle — Mon, 26 Oct 2020 15:41:32 GMT

Thanks @Busyewefarm!

That doesn't sound right. Would you mind giving us a call so our Support Team can file a ticket with our Engineering Team to look into this further?

Please feel free to follow up in this thread with whatever findings or conclusions you encounter.