Checkout button not working and Stripe card fields showing even when disabled

Hi Woodmart support,

we are having a serious issue with the checkout page on our website and we need your help to identify the problem on the theme side.

1. Problem description

On the WooCommerce checkout page:

The “Place order” button does not work in some cases.

A payment method “Credit or debit card” is displayed on the checkout page (see attached screenshot), but in WooCommerce → Payments the Credit or debit card gateway is disabled – only “Cash on delivery” should be active.

In our store we currently want to accept only “Cash on delivery”, but the Credit or debit card option still appears on the checkout page and seems to interfere with the checkout JavaScript. When “Cash on delivery” is selected, the “Place order” button becomes unresponsive and the order cannot be completed.

2. Lack of maintenance, theme update and child theme workaround

The website had not been maintained regularly for a long time (no consistent updates of the theme, WordPress core or plugins). Because of that, the site slowly started to show the symptoms described above:

– problems on the checkout page,
– the “ghost” Stripe/card payment method appearing even when disabled,
– and the “Place order” button not working reliably.

As part of our remediation we have now updated Woodmart from version 3.3 to the current 8.3.5.
The site is running on Woodmart 8.3.5 at the moment, but the checkout issue is still present: the Stripe/card payment option is still displayed and continues to interfere with the checkout button, even though the Stripe gateway is disabled in WooCommerce.

Because the old child theme had problems, our developer created a new child theme after the update.

We also found that some Stripe-related code is still loaded asynchronously and seems to be hardcoded somewhere in the theme, not controlled by the WooCommerce payment settings.

As a temporary workaround, the developer added a custom snippet in the new child theme to block that Stripe code so that it would no longer load and the checkout button would start working again.

However, that workaround snippet also started to cause other issues, so the developer finally had to remove the snippet. In other words:

– the developer did manage to block Stripe via a snippet and then the checkout worked (only from PC ),
– but this was not a clean/official solution and it created side-effects (on mobile devices checkout fields do not working),
– so we removed the snippet and we would now like an official fix from you.

3. Why we think this is theme-related

Stripe is not enabled as a payment gateway in WooCommerce.

Despite that, the Stripe card option and fields are rendered on the checkout and some Stripe JS is still being loaded.

This code seems to be hardcoded in the Woodmart theme and is loaded asynchronously.

Because of this, even an experienced developer I hired could not properly fix the issue without hacking around it in a child theme. We need your guidance on where exactly in the theme this Stripe integration is implemented and how to disable it correctly.

4. What we need from you

At this point we kindly ask you to investigate this issue in detail on your side and help us reach a stable, official solution.

Could you please:

Thoroughly test the checkout flow using Woodmart on your side – try to create test orders both on desktop and mobile devices, with “Cash on delivery” selected as the only active payment method, and check if the “Place order” button works correctly in all cases.

Confirm where exactly the Credit or debit card code is coming from in the theme (templates and/or JS files) and whether any Stripe-related scripts or elements are still being loaded even when the Credit or debit card gateway is disabled in WooCommerce.

Tell us which template(s) or file(s) control this Stripe/card block on the checkout page and how we can properly disable it, so that only “Cash on delivery” is visible and the checkout button works normally.

Let us know if this is a known issue in the current Woodmart version and whether there is any official fix or patch, or a recommended configuration we should apply.

We have already updated the Woodmart theme to the latest version (8.3.5) and activated the license so that we can keep receiving updates in the future. Unfortunately, this update did not solve the checkout problem – the unwanted Credit or debit card option is still displayed and continues to affect the “Place order” button.

Because of this, we kindly request that someone from your team (or several people if needed) is directly involved in debugging this and helping us resolve it as soon as possible. At the moment, the company is suffering significant losses, because customers cannot complete orders when they choose “Cash on delivery”, which is the main payment method we use.

Attachments:

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Please see videos on those links

https://drive.google.com/file/d/1i4q2e25MEUEu5A_aKGr5YvWE3DXvx1Uo/view?usp=drive_link

https://drive.google.com/file/d/1ZgxRHhLRdYBNo23Jzz4GrsUumQcyZXD0/view?usp=drive_link

Hello,

Could you please check how it works with some default WordPress themes like WooCommerce Storefront to understand if it is our theme issue or not?

Best Regards,

I very kindly asked you to test it yourself first and then determine the next steps.

Two developers have been working on this issue and have confirmed that it’s a theme issue! I don’t know what other proof you need, but if you think it’s not up to your Theme, then you have to establish and prove it.

Changing the theme on a live site is out of the question! You can give me a link to migrate the site to your servers and make it a staging site where you will perform further tests.

Everything else is out of the question because the company makes huge money on this site and the very process of changing the theme can only cause more serious consequences!

Hello,

To investigate this properly without affecting your live website. Please try to create a Staging platform where you can test issues, enable/disable features/plugins, thus such changes will affect the main site. The article below will help you to create it: https://www.wpbeginner.com/wp-tutorials/how-to-create-staging-environment-for-a-wordpress-site/

Best Regards,

I don’t really know what’s wrong with your support but this really doesn’t make sense, we pay you to fix the problem, that’s why we pay for your Theme license and extended support. I don’t see you trying to solve this problem but you constantly give me some suggestions that only prolong the problem for my client!

So, I remember very well that you once sent me a link and access to your servers to create a staging site there so that you could test it. Once again, if you are giving me solutions that will affect the live site then give me one of your colleagues who is able and willing to help. Otherwise, please don’t waste my or your time, but let us solve the problem that was definitely caused by your Theme.

Theme version was on Client Site 3.3 and after that I updated it to 8.3.5 and the problem still exists. It’s like you didn’t read the text I sent you, do you even read texts where clients explain their problems?????

How much longer do I have to wait for a concrete answer and suggestion on how to solve this problem?

How much longer do I have to wait for a concrete answer and suggestion on how to solve this problem?

The client’s business is suffering losses right now and your theme is the cause!

Listen to me now, my client is losing money, their Checkout Page is not working for more than 7 days, I wrote in detail what the cause was, I wrote that two developers tried to solve the problem and failed because they concluded that the problem was in the Theme code.

On top of all that, you tell me to switch from one theme to another on a site that is live and you know that client Site must not be offline, after that you tell me to create staging on our server, and you know very well that for situations like this you sent a link to your servers where a staging site can be created in order to test in detail and come up with a solution.

You have to understand that you can’t approach every problem like this, I know for a fact that you didn’t even access the WP admin panel even though I sent you the access data, I know that you didn’t try to create an order to see how the site behaves, but some guy from support wrote to me and asks me to do something that doesn’t make any sense!!!!

Now you have put me in a situation where I have to wait the whole weekend for you or someone else to contact me again and the client is waiting for a solution to be found for this problem, after all we are your client, we paid for the license for this theme and you should appreciate that and be committed, especially if the problem is as serious as this and especially if the cause is your Theme!!!!!!!!!!!!!!!!!!!!

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