How can I resolve payment gateway issues on Shopify?

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Does anyone have a way to get Shopify Payment Support to respond and or solve a payment gateway issue?  I our shop migrated Stripe customers into Shopify Payments which is also Stripe and the imported customers payments have failed for every billing attempt.  The failure attempt automated response from Shopify is: "error_message": "Payment provider is not enabled on the shop", "error_code": "payment_provider_is_not_enabled"


We can manually create an order and capture the payment in Shopify but the automation is not working.  Any help would be greatly appreciated as dealing with Shopify Support is a joke and there is zero sense of urgency. 

Reply 1 (1)

Shopify Staff
1511 169 261

Hi, @PestScripts.


Thanks for reaching out in our Community Forums about this. I can understand how frustrating the situation is, especially due to having to now process all orders manually rather than having the automation function as intended to help with the smooth running of your store.


It looks like the error message you're encountering is stating that your payment gateway hasn't been fully set up — if you're using Shopify Payments, when you navigate to your Shopify admin > Settings > Payments > Shopify Payments, do you see anything there that looks like the below image?




If so, you can click on the Complete account setup button as seen above to finish setting up your Shopify Payments gateway. You can also refer to this guide to help your setup.


If you don't see the above on your end however, a dedicated support team member would be required to assist as we don't have the capabilities to access your store from the backend via the Community Forums to further troubleshoot this. Though I can't access your support tickets from my end here via the Forums, it sounds like you haven't had the best experience with our support team, so I can understand your reservation in having to contact our support team about this situation. Given the account-specific nature of your case however, our internal support teams are best equipped to further assist, so your best course of action here is to continue speaking with our internal support team so that we can continue to troubleshoot this matter with you.


I can fully understand reaching out in our Forums, as I know that you're looking for the proper support that you need — can you let me know if your case has been brought up with or escalated to one of our Shopify Payments team? Typically, if our live support team require further assistance with Shopify Payments cases, they'd escalate your support ticket to a specialized team member so that the most appropriate support specialist can have eyes on the situation in order to provide the best next steps.

Kimi | Social Care @ Shopify 
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