Troubleshooting HelpCode on Safari iOS

The default method for a shopper to generate a HelpCode™ is to add #helpcode at the end of the URL and hit Enter. This triggers a prompt that lists the session's HelpCode™, which the shopper can pass along to a support rep to investigate an issue. However, some Noibu users have reported difficulty generating HelpCode™ on Safari iOS. This is due to an old Safari iOS bug that prevents alert, confirm, and prompt functions from working after using History API or changing the URL manually. This breaks the HelpCode™ request, as it depends on the prompt function.

Noibu has identified two solutions to this issue:

• Instruct the shopper to reload the page after the URL is modified. This can happen through two methods:

  1. Amend the URL with /#helpcode instead of just #helpcode. The slash instructs the browser to request a new page rather than make a local history change, and causes the page to reload with the HelpCode™ prompt.

  2. Amend the URL with #helpcode, tap Go on the iOS keyboard, and tap refresh.

• Create a HelpCode™ Button. This is the most straightforward approach, as it doesn't require additional lift from the shopper. By creating a button, you introduce a way for the browser to trigger the prompt function without amending the URL manually, which bypasses the Safari iOS bug.