A Customer Tried To Make A Purchase But It Says "Unable To Process Payment"

onlymotives
Visitor
2 0 0

Recently multiple customers have tried to make a purchase on my site but aren't making it past checkout. When I go to the abandoned checkout section and look at the timeline its says for example, "Unable to process a payment for $5.99 USD using a Mastercard ending in 2214." Some customers tried multiple times and received the same error message, "Your card does not support this type of purchase." I tried purchasing the same product and the payment went through for me, does anyone know why. 

screenshot.PNG

Replies 2 (2)

Holly
Shopify Staff (Retired)
687 74 152

Hi @onlymotives !

 

Thanks for reaching out to us about this.

 

This sounds like an unsupported card type being used at checkout. Every payment gateway has a list of supported card types per region. Is the error message for the abandoned checkouts the same throughout all the recent drops? What kind of card are you using?

 

I would recommend deactivating and reactivating the payment gateway anew to see if the issue persists.

 

Let me know how that goes.

Holly | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

onlymotives
Visitor
2 0 0

Ill give that a try.

Thanks