Registration Fields Troubleshooting and Limitations

This article covers common issues with the Smart Support Registration Fields add-on and explains current limitations to be aware of.

Fields do not appear on the registration form

Check the following:

1. The main Smart Support plugin is active.
2. The Registration Fields license is active under Smart Support → Licenses.
3. The field is marked Active.
4. The registration page is using the Smart Support registration view.
5. The form uses the expected Smart Support registration form structure.
6. The form includes the password_confirm field.

Registration fields are inserted before the password confirmation field. If that field is missing, the additional fields may not appear.

The Registration admin screen is not available

Confirm that:

• Smart Support is installed and active
• The Registration Fields license is active
• Your admin account has permission to manage Smart Support settings

Managing registration field definitions requires the Smart Support settings capability.

Dropdown field is empty

Dropdown fields require options.

Edit the field and enter options as comma-separated values.

Example:

Sales, Support, IT, Billing

Save the field and test the registration form again.

Values are not saved after signup

Check the following:

1. Submit a test registration.
2. Open the new user under Users → Edit User.
3. Look for the Smart Support Registration Fields section.
4. Confirm whether values were saved.

The add-on stores submitted values using user meta keys such as: smart_support_field_{field_name}

It may also save values to the add-on’s field values table.

If values are missing, confirm that PHP sessions are working correctly, because the add-on relies on the registration submit process handing data off to the user creation process.

I cannot see registration data on a ticket

The Registration Fields add-on does not add its own dedicated panel to the Smart Support ticket screen.

To view saved registration data:

1. Go to Users in WordPress admin.
2. Open the customer’s profile.
3. Scroll to Smart Support Registration Fields.

Another Smart Support integration may display user meta on tickets, but this add-on does not provide that ticket panel by itself.

Validation is not working as expected

Admin validation rules include:

• Email format
• Phone number
• URL format
• Numeric only
• Letters only
• Letters and numbers only
• Unique value

The front-end registration form may validate required fields and common input types when the rendered field uses matching HTML input types.

However, server-side validation behavior may depend on your environment and implementation. Test each important validation rule on the live registration page before relying on it.

Some field types appear as text inputs

The admin screen supports several field types, including Email, URL, Phone, Number, Date, Radio, and others.

On the public registration form, some field types may render as basic text inputs depending on the current front-end field renderer.

Before launch, test the live registration page to confirm each field appears and behaves as expected.

Drag-and-drop sorting does not work

Use the Sort Order value on each field as the reliable ordering method.

Lower numbers appear earlier in the registration form.

Conditional fields are not supported

The add-on does not support conditional visibility.

For example, you cannot currently configure:

“Show Account ID only when Customer Type is Enterprise.”

All active fields are shown to every registrant.

Default values may not pre-fill publicly

Default values can be stored in the field definition, but they may not automatically pre-fill on the public registration form.

Test the live form if you plan to use default values.

Recommended troubleshooting checklist

When registration fields are not working as expected, check: