Chase Debit Customer being denied at shop pay check out with a 'an error adding this card'

[camerong1]

At the shopify check out - customer is trying to use shop pay. 
When they put their details in it says 'There was an error adding this card'

- Chase Debit Card

- USA Based

- Spoken to the Bank, it's not the banks side

Shopify support so far sucks. Can't get hold of anyone, can't get a chat going, can't get live support. Like, ridiculously dissapointed so far given we're already putting through $100k a month and will be putting through probably $250k+ within the next 60 days. 

Guys figure it out...

[Sophia]

Hello, @camerong1.

I'm sorry to hear that you were having trouble getting in touch with Shopify Support. Our team is available 24/7 via live chat, email, and callback in the Shopify Help Center. If you're seeing an error message when you try to start a chat, please let me know.

We typically see There was an error adding this card message if there is a typo or the card information entered is incorrect. It can also appear if the card is unsupported. Accepted card types for Shop Pay include Visa, Visa Debit, Mastercard, American Express, and other cards that your store supports.

You can go to Settings > Payments to confirm that Interac is listed as a supported payment method for Shopify Payments. I also recommend reviewing the payment events if there was an abandoned checkout, as there might be additional detail listed regarding the error message.

[camerong1]

Hi Sophia
When following the support link, it asks for a log in.

When not logging in (because our company email is not my email so I am not a shopify account holder)

it simply takes you to a FAQ. (screenshots below)

There's zero chat link, nothing obvious, the FAQ links don't take you to a chat, there's no way to access your '24/7' chat service.

Frankly your design is horrendous. 

Please help me understand how I am to get to the chat feature?

[Sophia]

Thank you for the feedback. Many of the questions that we receive are already answered in the Help Center documents, so it is important that any relevant documents are surfaced first, as this effectively reduces wait times on support channels. I know it can be frustrating to go through this when you know you need to speak to someone, so I appreciate your patience.

Based on your screenshots, you're following the correct path in the Shopify Help Center. After you've selected the topic and subtopic that you need help with, you'll be presented with common questions, related articles, and a "Get support" section below that.

1. Login or select Continue without logging in if you're unable to access your account
2. Choose the topic you need help with
3. Select a subtopic so we can connect you with the right articles and support teams
4. Scroll down to the Get support section where you'll see the available contact options

Here's an example of what the page looks like after choosing a topic and subtopic:

[kshamordola]

Hi - ShopPay customer here. I can confirm that I've been having this problem and cannot complete transactions to purchase items at merchants who use ShopPay. My Chase Visa card worked fine ... and then one day, with no changes made by me, it suddenly didn't. I got repeated messages that the transaction could not be processed. 

I deleted and re entered the card multiple times, double and triple checked for typos ... and finally reached out to Shop Pay support only to be told, "yeah, sometimes that happens with Chase bank. You should call your bank." Ummm ... no, I feel like the responsibility for making sure that customers can make purchases from sellers using the Shopify / ShopPay platform rests with ... you guys. So I understand the frustration of the person above. 

I have had ZERO luck resolving this problem and I finally gave up and just cancelled any subscriptions with merchants who use Shop Pay (because there is no other option to pay) and if a seller offers any other payment platform, like PayPal or just straight to the Visa, I use that, with no issue (so the problem is NOT my credit card or my bank.)

I have made sure to let these merchants know that they are losing money & business because of the difficulties I am having using Shop. It would be GREAT if you could resolve this problem so I could get back to spending all my money online. 😉

[Sophia]

I appreciate you sharing your experience, @kshamordola. I understand that it must have been frustrating for the card to suddenly stop working with Shop Pay.

While you haven't made changes on your end, I encourage you to double check your banking information or contact the bank to make sure nothing has changed. The only issue I've ever had with updating a card on Shop Pay is when my address changed and I had updated it multiple times with my bank but it didn't save correctly. I finally got the info updated and it worked with Shop Pay again after that.

In the meantime, I'll make sure that our team receives the feedback you've offered here. Thanks again!