Payment processing error (exchange_rate)

New Member
1 0 0


I had an abandoned checkout due to a payment processing error which appears to be due to the exchange rate being out of date. However, I understood checkouts are all processed in USD anyway so I don't understand why there would be an exchange rate error. The payment details and the error messaged I received are below. Can somebody please help me understand what has happened?



Error message:


Unable to process a payment for $27.00 USD on the Visa ending in XXXX.    Apr 9, 8:20 pm
Shopify Staff
Shopify Staff
393 72 157

Hey, there!


Jason here from Shopify Support.


Thank you so much for the screenshot and sharing this valuable feedback!


This is a known error which happens very rarely when the exchange rates Shopify has stored locally are out of date. When this error happens, it triggers the system to update the rates automatically. This is the screenshot from the customer's perspective:

If the customer had followed the instruction and tried the payment gateway for the second time, this issue would have resolved itself. That being said, when the customer didn't try for the second time, it led to abandoned checkout.


As we understand this may impact the business, our developers are working on reducing the frequency of this issue. Thank you in advance for your understanding and patience with us.


I hope this information helps, however, should you have any questions, please don't hesitate to reply back here and I'd be happy to help out!


All the best,

Jason | Social Care @ Shopify
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New Member
1 0 0


moi aussi jai le meme problème avec le système de payement et sa na pas marcher la solution que vous avez donne qui est de réessayer le payement une deuxième fois et sa na pas marche veuillez me donner une autre méthode pour corriger cette erreur 

merci, cordialement.