Age verification accept button isn’t working
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Hey there,
I have an issue with the age verification popup on Safari, MacOS – the accept button [YES] isn’t working at all. Please check the video attached.
Hello,
Could you please disable all plugins that are not related to our theme and provide us your admin access so we can check it?
Thank you in advance
Hey again,
All plugins were disabled but the issue is still there – only your verification popup doesn’t work. all other popups work fine. Please check and don’t touch the plugins as it’s a live website. Thank you.
Hello,
Please keep all plugins that are not related to our theme, so we can troubleshoot this.
Kind Regards
All plugins were disabled and the issue is still there.
I got this in the console.
Please investigate the issue without disabling the plugins, because only your form is not working.
Hello,
This issue is most likely caused by some of the installed plugins so we can’t investigate it further while they are all turned on. We need to be able to test ourselves of how it works without plugins.
Kind Regards
Please go ahead and test further by disabling the plugins, but please be careful – don’t disable them at once.
Please disable the plugins by yourself so we don’t break anything on your website.
But what do you mean….I already said twice that I disabled the plugins one by one and the issue was still there. Why are we keep saying the same thing over and over again?
As we said, we have to test this ourselves when you disable all plugins. Otherwise, we can’t identify what this issue is caused by.
How exactly do you expect to disable all plugins in a production website?
Please use the same credentials with this staging URL to disable all plugins and investigate the issue.
I have disabled the plugins on your staging website and now it works correctly. It means that the issue is caused by some of the installed plugins.
Your popup is not working correctly. Can you please at least check which plugin causes the issue?
It is working correctly, but is affected by some of the installed plugins. To identify which one causes the problem, try to enable them one by one and test the pop-up.
Kind Regards
Isn’t fair to force your customers to deal with issues like this. The only popup that isn’t working is yours so I’d suggest that you check with your developer and fix the issue. At least you can point what exactly the issue is so we can further investigate. That’s the expected response from a customer support agent.
Hello,
We understand your concerns and apologize for the inconvenience caused. As we have mentioned, the age verification popup works correctly when all third-party plugins are disabled, which indicates that the issue is caused by a conflict with one of these plugins. Unfortunately, our support scope does not include fixing conflicts caused by third-party plugins.
To assist you further, we recommend enabling the plugins one by one on your staging site to identify which specific plugin is causing the conflict. Once identified, you can reach out to that plugin’s developers for a solution or compatibility update.
If you need any guidance on how to perform this testing or have other theme-related questions, please let us know.
Regards
Hey again,
Please note that there’s no JS error in the console related to that plugin. Only your popup is not working. Please check with your developer if he is able to assist here.
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