Cannot process payment if signed into website account

Cannot process payment if signed into website account

asherb357
Visitor
3 0 0

We are experiencing a widespread issue where people signed into their account on our website cannot check out.  If trying paypal, the pop up for PP will be there for a second, then went back checkout page.  If using a credit card it circles on the pay now button but will not proceed.  If using apple pay, you receive a payment failed message.  The only workaround customers have found is checking out as a guest.  Please help if anyone has a solution we have nearly 50 abandoned carts from regular customers who got blocked like this at checkout.

 

 

Replies 9 (9)

Imogen
Shopify Staff
1885 211 337

Hi there, @asherb357. Thank you for taking the time to reach out to us in the Shopify Community regarding these issues with your online checkout!

 

As this is an issue with your online checkout, and directly impacts your business' ability to make sales, you will absolutely reach out to our Live Support Team so we can investigate your checkout and find you a resolution.

 

You'll want to use this link to get in touch with the Live Support Team. Just login to your account, select the matching prompts, and scroll down the page to pick your preferred contact method. Our Team will be happy to get you authenticated, and then dive into your shop to see what's going on and fix things up so you can get back to making sales!

Imogen | Social Care @ Shopify 
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asherb357
Visitor
3 0 0
We have and 2 days later this issue still persists so not sure where to go from here


Imogen
Shopify Staff
1885 211 337

Thanks for the follow up, @asherb357.

 

Based on the information you've provided, it sounds like things have been passed along to our escalated support team. If that's the case, then that means it's likely our Technical Team is digging into your checkout issue, and is working on a resolution.

 

As soon as the team has new information to share with you, they'll follow up with you via email. I recommend keeping an eye on your email inbox, as well as your junk inbox, for any communications coming from our Team. Also, if a few more days pass by and you do hear from the team, please follow up with me here and let me know.

Imogen | Social Care @ Shopify 
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hardw
Tourist
7 0 5

We have had a number of customers over the last few days reporting when they select card payment via PayPal they cannot proceed past "pay now button" which when clicked does nothing. This needs to be urgently investigated by Shopify

Imogen
Shopify Staff
1885 211 337

Hey there, @hardw. Thanks for jumping in on our thread here.

 

Thanks for letting me know about this issue you're facing with PayPal in your checkout. As this is an issue that's impacting your checkout, and your customer's ability to complete their orders, you should get in touch with our Live Support Team so we can investigate and help remedy this. Please use this link to get in touch with them.

Imogen | Social Care @ Shopify 
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hardw
Tourist
7 0 5

I have been in touch with Shopify live support, they advised me to contact PayPal, I was somewhat disappointed with this response from Shopify live support, lets remember the interaction on the checkout is between both PayPal and Shopify so the issue could be on either platform, I think to just simply say contact PayPal does not really serve Shopify customers very well.

 

In my opinion this should be firstly escalated to Shopify development team for deeper investigation, then and only then passed to PayPal if the development team have 100% ruled out Shopify as the potential cause.

 

I would be interested in your feedback

 

Best Regards
Steve

Imogen
Shopify Staff
1885 211 337

Hey there, @hardw. Thanks for following up with us!

 

As I can't authenticate users here in the Community, I can't access any specific conversations that you've had with our Team. However, this step of reaching out to PayPal for support appears to be reasonable. Based on the information you've provided, our Support Team believes that the issue lies within PayPal's gateway, and not the entirely of the Shopify Checkout. As PayPal is a third party platform, if the issue lies with their gateway, then they're the folks best equipped to investigate that and resolve the issue, as they can access your PayPal account; something we cannot do.

 

If you've yet to do so, definitely take some time to reach out to PayPal regarding this, and let them know you were sent there by Shopify. You're also free to follow up with us with info from PayPal if they have additional context they believe you should share with our Team.

Imogen | Social Care @ Shopify 
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asherb357
Visitor
3 0 0
It was not a PayPal issue it was alll payment types of customers were signed into account. I turned off the “new” one page checkout feature from Shopify and it resolved all issues. So may want to fix those bugs before that fully rolls out


Imogen
Shopify Staff
1885 211 337

Hey there, @asherb357. Thanks for following up with us here, and letting us know what resolved the issue for you. I'm glad you were able to get things sorted, and are able to process payments again!

 

If you encounter any additional issues with your checkout in the future, feel free to follow up with me here, or reach out to the Live Team, to let us know.

Imogen | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog