Cannot remove tag from contact

  • Resolved Nick

    (@kercommunications)


    3 years, 6 months ago

    When I edit a contact and try to remove a tag, the tag is not removed when the contact is saved and refreshes.

    Steps to replicate:
    1.Edit a contact which has a tag.
    2.Remove TAG and Save. After save, the page refreshes and the tag is still there.

    Using current versions of WP and JP CRM.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Stef (a11n)

    (@erania-pinnera)

    3 years, 6 months ago

    Hi there, @kercommunications,

    I tried to replicate the issue on my end with no success. I tried with contacts imported from WooCommerce, contacts manually created in CRM, and contacts imported via contact forms – all worked okay when removing tags.

    There may be something else installed on the site that’s causing problems. Let’s go through the following troubleshooting steps to check for that:

    – Temporarily deactivate all plugins except Jetpack and Jetpack CRM to see if there’s a plugin conflict. If the issue is resolved with all other plugins deactivated, you can reactivate plugins one by one to discover which plugin is causing the problem.
    – Check the PHP error logs on your web host server for any relevant errors. If you’re not sure how to check those logs, your web host can help you with that.
    – Check for JavaScript errors. If you’re not sure how to do that, you can follow this guide: https://ww.wp.xz.cn/support/article/using-your-browser-to-diagnose-javascript-errors/#step-3-diagnosis

    Let me know what you find out, and we’ll take it from there if necessary.

    Thanks a lot!

    Thread Starter Nick

    (@kercommunications)

    3 years, 6 months ago

    New information after further investigation:

    This appears to only occur for one tag. Other tags can be removed and the contact is saved without issue.
    It is a product tag which is assigned to the Contact by Woosync with the “Tag Contact: Tick to tag your contact with their item name” setting – but there are also several contacts to which I have applied the tag manually. The tag is not removable when editing a contact regardless of whether it was applied automatically by Woosync or manually.

    However, the tag CAN be removed by using Bulk Actions > Remove Tag(s) from the Contacts list page.

    Deactivating plugins does not resolve issue.
    No relevant PHP or Javascript errors.

    Jay

    (@bluejay77)

    3 years, 6 months ago

    Hi @kercommunications,

    Thank you for providing additional information!

    It is a product tag which is assigned to the Contact by Woosync with the “Tag Contact: Tick to tag your contact with their item name” setting – but there are also several contacts to which I have applied the tag manually.

    I still could not replicate this issue on my end. Here are steps I’ve taken:

    Deleting the tag manually
    – Create an order in WooCommerce that has been processed (“Complete” status), and sync it with Jetpack CRM via WooSync, with an item “Aluminum Bottle”
    – Visit the corresponding CRM contact and find the tag “Aluminum Bottle”
    – In the CRM Contact Edit view, Delete the tag and hit Save.
    – Find that CRM contact view now doesn’t have the tag “Aluminum Bottle”.

    Deleting the tag via WooCommerce first, then Jetpack CRM
    – Create an order in WooCommerce that has been processed (“Complete” status), and sync it with Jetpack CRM via WooSync, with an item “Ergonomic Chair”
    – Visit the corresponding CRM contact and find the tag “Ergonomic Chair”
    – Go back to the WooCommerce order, change the status to “Pending Payment” to edit the order and delete the item “Ergonomic Chair”. Save and update the order.
    – In the CRM Contact Edit view, find the tag “Ergonomic Chair” and delete it. Hit save.
    – Find that CRM contact view now doesn’t have the tag “Ergonomic Chair”.

    —
    Since we couldn’t reproduce this issue, I wonder if the button “Save” on the CRM Contact Edit View simply wasn’t working on your browser temporarily.

    Would you try the following:

    – Use incognito (private) browser, with any browser extensions disabled, then try editing tags and saving the CRM contact again.
    – Try deleting the tag from WooCommerce site by editing the order first, then deleting the tag from CRM contact.

    If you still run into the same issue after trying these steps, would you clone your site as a staging site, and then reach out to us to share admin credentials? That way, we can poke around and observe the issue ourselves.

    You can reach out via this form: https://kb.jetpackcrm.com/reporting-bugs-to-us/.

    Please include the reference to this forum thread. Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)

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