Why is E-pay not working for my customers?

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E-pay won’t go through for customers

Replies 2 (2)

Shopify Staff
2056 225 327

Hey @Animesuffi,


Welcome to the Shopify Community.


Are your customers receiving an error at checkout? Make sure that the payment gateway you are using is set up correctly and also check their documentation for any outage or issues they are currently facing.


Secondly, double-check your payment settings on Shopify to ensure that your payment gateway is properly connected, the payment method is enabled and the pricing and checkout options are correctly set.


Let me know how you get on!

Moira | Social Care @ Shopify
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Shopify Partner
2405 223 539

Hello @Animesuffi,

I am Gina from the flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot. Hope you are having a good day.

Following are some suggestions to resolve this problem.

* Double-check that you have correctly set up E-pay as a payment gateway in your Shopify admin panel. Ensure that your account credentials and API settings are accurately entered.

* Conduct a test purchase using E-pay as the payment method. This will help determine if the issue is specific to your customers or if there is a problem with the gateway configuration.

* Contact the E-pay support team to report the issue. They should be able to provide you with specific guidance and assist in troubleshooting any integration problems with your Shopify store.

* Examine error messages. If customers receive error messages during their payment attempts, take note of the exact error messages and codes. This information can be helpful in identifying the underlying issue, either for yourself or for the support team.

* Ensure that you are running the most up-to-date versions of Shopify and any related apps or plugins on your store. Outdated software can sometimes cause compatibility issues that affect payment gateways.

* Instruct your customers to clear their browser cache and cookies. Outdated or conflicting information stored in the browser can sometimes lead to payment problems.

* Ask your customers to attempt the payment using different browsers or devices to rule out any local issues that may be causing the problem.

* Check for conflicts with themes or customizations. Consider temporarily switching to a default theme to see if the issue persists.

* If the issue persists after following the above steps, contact Shopify's support team for further assistance.

Refer to this guide on troubleshooting payment gateways.

Please don't hesitate to reach out if you require any additional assistance.


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