Payment error

New Member
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I am getting a lot of customers emailing about payments not going through. Please help!

Shopify Staff
Shopify Staff
1198 109 121

Hi @Krogala,

Ted here from Shopify, thanks for posting your query. 

I'm just going to ask a few questions so I can gather a bit more context:

  • Who is your payment gateway provider? Which gateway did the customer try to use? 
  • Have they mentioned the exact error they are seeing or sent you a screenshot of the error? If so, could you share it with me? 
  • Could you double-check that your gateway is not in test mode? For example, if you are using Shopify Payments, please disable Test Mode as shown in this guide
  • After that, can you place an order using Test mode as shown in this guide?
  • Do you know what type of payment method they used? For example, was it a credit, debit or a pre-load card? 

Many thanks,

Ted | Social Care @ Shopify 
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