No customers can purchase online suddenly!!

[KMS]

Hi all

Since last week, we have been inundated with customers contacting us by phone to say they are trying to buy online but it won't allow them to pay/authenticate. It is redirecting (everyone) to Bank Authentication (different banks) but instantly saying we "could not process the transaction" and not allowing them even the chance to verify. We haven't had online order in over 10 days which is extremely rare we have many per day.

There is obviously something seriously wrong regarding payments/store.

We would have said it was extraordinary and maybe we have zero orders but we have had so many abandoned checkouts (way more than ever before) and phone calls from customers who have had to pay for order over phone as they could not process online.

See screenshot of one customers experience

 

[Andrew]

Hi @KMS,

This is obviously very peculiar and something I would need to get a little more context about. For starters, what payment gateway are you using? If you head to Settings > Payments, can you see whether everything is set up correctly and functioning on your credit card gateway?

If it's Shopify Payments that you're using, then we should be able to dig into this further although I may need to direct you to our Support - depending on your answer. If it's a third-party gateway, you'll need to contact their support directly.

Secondly, are the customers all from the same country or region? Do they share anything else in common? Did you change anything significant in the settings of your store before last week?

I look forward to hearing from you!