Incorrectly displaying CVV error on checkout

ajmarriage
Tourist
11 0 0
 

Someone on our team tried to buy from our store and checkout with their AMEX card.

They kept receiving the following CVV error message: "Security code was not matched by the processor."

They have used the same card and details on other sites before and after this.

"It has popped up on my Amex statement as a hold on funds - guess that’ll be released in the next couple of days."

We have had similar issues in the past but no luck in working out the route cause.

Screenshot 2021-08-17 at 12.30.40.png

Reply 1 (1)
Trevor
Community Moderator
Community Moderator
3214 435 743

@ajmarriage 

The error is what the bank is sending back to the payment gateway, so there is limited information on what could be causing the issue. However; if you're using Shopify Payments and this error is appearing, then I'd recommend reaching out to Shopify Support. The advisor you connect with can review the order and speak with our Payments team to see if there is any further insight we can provide on why the charge was declined. You can contact Shopify Support by logging into your account through our Help Centre, searching your question/issue, then selecting "contact support" at the bottom of the page that displays the search results. 

Trevor | Community Moderator @ Shopify 
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