Mastercard Cards Being Declined

[Coco88Chocolate]

Does anyone know why customer payments made by a Mastercard are constantly being declined? 

For the last 18 months or so we have had a large number of abandoned carts due to the customer's card being declined and it's almost always a Mastercard. This is happening for Mastercard Debit and Mastercard Credit cards.

We had a number of frustrated regular customers reach out to let us know as they have previously used the card on our site before without any issues. 

All our payment settings are correct and we haven't changed them since we set up the store over 3 years ago and we had no issues with Mastercard payments up until early last year.

Does anyone have any idea what is happening between Mastercard and Shopify?

[Victoria · Accepted solution]

Hi, @Coco88Chocolate.

Welcome to the Shopify Community, and thanks for sharing your question.

We can definitely understand the situation you and your customers are experiencing is not ideal. Rest assured, I'll do my best to guide you in the right direction. 

Could you let us know if you've already contacted our authenticated Support via the Shopify Help Center? The reason I ask is, our team will be able to securely access your account to investigate further.

[Coco88Chocolate]

Hi Victoria

Thanks for your reply. I believe we did a while back when we first discovered it and they couldn't see any issues. They just told us Mastercard Debit cards aren't accepted by Shopify which is strange. However the issue is also occuring when Mastercard Credit Card is being used.

I have contacted them again and they're currently investigating the issue. 

Thank you

Carole

[Enki_Global]

Hi there, I am also experiencing this issue with Mastercard holders internationally - can you give us an update on how this issue is going, and any insights on when this will be fixed? Thank you!

[Coco88Chocolate]

Thanks very much for the reply and the information you provided that's very insightful!