Resolving Fingerprint Issues in WordPress Order Forms

About the Fingerprint Issue

If you are encountering a fingerprint error within an order form embedded on your WordPress site, this guide will help you resolve it. The error typically indicates a problem with the form's ability to access browser storage (cookies), which is required for secure operations like processing payments.

Identifying the Issue

There are two common scenarios for this error. Identifying which one applies to your situation is the first step toward a solution.

Scenario 1: Issue Occurs Only on Some Browsers

If the fingerprint error appears only for certain visitors, it is likely due to their individual browser settings blocking cookie or storage access.

Solution:

• Quick Fix: Guide the affected user to update their browser's privacy or security settings to allow cookies for your website.
• Long-Term Fix: The CRM platform is developing a feature to display a warning message when cookie access is blocked, which will help users self-correct the issue.

Scenario 2: Issue Occurs on All Devices and Browsers

If the error happens consistently for everyone, the issue is typically a misconfiguration between your WordPress site's domain and the domain configured for your CRM funnel.

Why This Happens: The order form is displayed within your WordPress site using an iFrame. Web browsers block cross-domain cookie access for security reasons. To function correctly, the funnel must be served from the same root domain as your WordPress site, but on a different subdomain.

Example: If your WordPress site uses www.example.com or example.com, you cannot use these same addresses for your funnel. Instead, you must use a different subdomain, such as funnels.example.com.

How to Configure a Domain for Your Funnel

Follow these steps to set up a funnel with the correct domain.

1. Navigate to Settings > Domains in your CRM.
2. Add the same root domain as your WordPress site, but with a different subdomain (e.g., funnels.example.com). Ensure this subdomain is not already hosting another website.
3. Go to the settings for the specific funnel you want to use.
4. Configure the domain you just added and save the funnel settings.
5. Verify that the funnel loads correctly when accessed via the new subdomain.

Fixing an Existing Funnel in WordPress

If you have an existing funnel page in WordPress that is showing the error, follow these steps to update it.

1. Go to the CRM plugin settings within your WordPress admin dashboard.
2. If the settings page is already open, perform a hard refresh in your browser.
3. Click the Save button for your API key settings, even if no changes were made.
4. Navigate to the page where the funnel is embedded and click its Edit button.
5. Wait for the page to finish loading. The form steps should populate automatically.
6. Once loaded, the preview URL should now show your WordPress website's domain with the correct subdomain. Click the Save button to confirm the changes.