Payment - Errors

BriHouse
New Member
1 0 1

Hello. I’m having issues with my Shopify not accepting payments. I’ve emailed twice today with no resolve. 

Draft Orders. 
Sent via email to customers. 
They attempt to pay and it just says “error” in the url. 
I even tried “test mode” and I’m getting “cannot process payment.”

 

I’m desperate. Is there a phone number to verbally speak to people of Shopify??

Sophia
Shopify Staff
Shopify Staff
866 57 98

Hi, @BriHouse.

Sophia here from Shopify. Welcome to the Shopify Community!

I'm sorry to hear that you and your customers have had a frustrating experience with the checkout. To find out why the error message is coming up, I'll need to know which payment provider is being used. Do you have more than one payment provider available in the checkout (determined under Settings > Payments in the admin)? Since you've been in touch with our team via email already, please share your ticket number here so I can take a look and make sure this is being investigated and resolved for you.

While it doesn't sound like there was much detail provided at checkout as to why the payment failed, you may have more information available under Orders > Abandoned checkouts in the payment event details. There, the payment provider may list a specific error code that we can look to for insight on what went wrong with the payment attempt.

Phone support is available by scheduling a callback in the Shopify Help Center. You'll need to be logged in to see the callback option. Due to high contact volume, callbacks may not always be available, but we're happy to help 24/7 via live chat, email, or right here in the forums if you're unable to get in touch on the phone.

Sophia | Social Care @ Shopify 
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