A client tried to make a purchase but it says "Unable to process payment"

New Member
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What can I do? "Unable to process a payment for $21.99 USD on the Visa ending in 4471"

Shopify Staff
Shopify Staff
493 24 37

Hi @alba715,


Ted here from Shopify, thanks for reaching out to us!


I have a few questions here I'd like to ask in order to gather some more context and resolve this with you as soon as possible. What is the name of the gateway you are using? Does the error appear within an orders history, or did this appear at the checkout for the customer/client? Would you be able to share a screenshot of the error? Finally, has this happened to any other customer?


If you click into the Settings > Payment Providers section of your admin, can you double-check that your payment gateway is not in "test mode" and that it's fully active? 


Thanks a mill, 

Ted | Social Care @ Shopify
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A similiar situation happened to me, and all my other orders go directly to my paypal, but for this one it says the it won’t until 10/16.