Validating Phone Number on Checkout Fails

[The7thcolumn]

We are currently having issues with customers being unable to process through the checkout due to invalid phone numbers. The issue seems to occur more often with Canadian area codes than those from the USA. This has been a issue in the past and quickly resolved however somewhere around October 8th 2023 it reared it ugly head again. I have had numerous emails from customers over the last week complaining that they cant check out with the phone number.

I am wondering if @isabelle can help escalate this as there are numerous , threads from the last week both in and the US and Canada. 

I have produced a video that shows the exact issue observed here in Canada but Weebly can not reproduce the issue from the USA. Its my assumption that it has to do with the '+1 Canada' toggle being default selected.

-When Weebly support visits from the USA the +1 United States option is already selected.

-Where as here in Canada the +1 Canada option is selected.

-Of note the +1 Canada option fails to validate any phone number unless you reload the page or select +1 United States either option will resolve the issue.

-Where at the +1 United States validates both US and Canadian numbers the first time.

See below for the video.

https://youtu.be/3rs6GxE9nmI 

Testing Environment: New Chrome Session

[frances_a]

Hello @The7thcolumn ! 

I escalated this issue based on the video you have provided, but unfortunately, we're unable to troubleshoot since your domain is no longer pointed to Square. 

When we go to the domain shown on the video, a Shopify site appears. 

We are happy to file a ticket for this issue, but in order to do so, we need to be able to visit the live site to troubleshoot. 

Thank you. 

[The7thcolumn]

It actually took me less time to migrate to Shopify than it did for me to explain this issue four times to Square and Weebly over the last week through the phone. Thanks for following up but I have decided to take my business, shop, and inventory elsewhere. This issue has been around since 2021 on and off and Square/Weebly have no intention on fixing it. 

I should also mention even customers not just store operators are complaining about this issue in Canada on the forums in the last 24 hours.

[WixiesJewels]

Can you tell me how you migrated your catalogue from Square to Shopify?

I'm also done dealing with this issue and not getting anywhere with support.