Troubleshooting WeSupply Page Issues on iOS and Safari

If you’re experiencing issues with the WeSupply webpage not loading correctly on iOS devices or Safari, this guide will help you identify and resolve the problem. Below, we’ve outlined common causes and steps to ensure the page functions properly across all devices and browsers.

Common Symptoms

• The WeSupply page does not load or display correctly on Safari (Mac or iPhone).
• The page works on Chrome for Mac but fails on Safari or all browsers on iPhone.
• JavaScript errors prevent the order details from displaying, even though API requests are successful.

Step 1: Verify Access to the WeSupply Tracking Page

Before making any changes, confirm whether the issue is specific to your website or occurs across all access points:

1. Access the WeSupply Tracking Page Directly:
   • Open the WeSupply tracking page directly (e.g., https://yourstore.labs.wesupply.xyz/orders-lookup) on the affected device or browser.
   • If the page loads correctly, the issue is likely related to how the page is embedded or accessed through your website.
2. Check the Returns Portal:
   • Test the returns portal on the same device. If it works, the issue may be isolated to the order details page.

Step 2: Set Up a CNAME for Your Custom Domain

If the WeSupply page works when accessed directly but not through your website, the issue may be related to how the page is embedded. Safari and iOS devices often require a CNAME (Canonical Name) record to properly resolve and display embedded content.

How to Set Up a CNAME:

1. Create a CNAME Record in Your DNS:
   • Log in to your domain registrar or DNS provider.
   • Add a new CNAME record that points to your WeSupply subdomain. For example:
     • CNAME: orders.yourstore.com
     • Points to: https://yourstore.labs.wesupply.xyz/orders-lookup
2. Save the CNAME in WeSupply:
   • Log in to your WeSupply account.
   • Navigate to the domain settings and save the custom domain (e.g., orders.yourstore.com) as indicated in our CNAME setup guide.
3. Test the Page:
   • After setting up the CNAME, access the WeSupply page through your custom domain (e.g., https://orders.yourstore.com) on Safari or iOS devices to confirm the issue is resolved.

Step 3: Check for JavaScript Errors

If the issue persists after setting up the CNAME, it may be related to JavaScript conflicts or errors. Here’s how to investigate further:

1. Inspect the Console:
   • Open the browser’s developer tools (e.g., Safari Web Inspector) and check the console for any JavaScript errors.
   • Look for errors related to the order details display or API responses.
2. Share Error Details:
   • If you’re unable to resolve the issue, share the error details with your website developer or our support team for further investigation.

Why This Happens

• Safari and iOS Restrictions: Safari and iOS devices have stricter security and rendering policies, which can cause embedded content to fail if not properly configured.
• CNAME Requirement: A CNAME ensures that the embedded content is recognized as part of your domain, preventing issues with cross-origin requests or security blocks.

Need Further Assistance?

If you’ve followed the steps above and are still experiencing issues, please reach out to our support team with the following details:

• The exact error messages or behavior you’re seeing.
• The device, browser, and operating system versions being used.
• Any steps you’ve already taken to troubleshoot the issue.

We’re here to help ensure your WeSupply integration works seamlessly across all platforms!