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Shopify repeatedly declining credit card payments at POS

jsncoffman
Visitor
1 0 0

Is anyone else having an issue with the tap & chip reader declining cc payments. I keep getting a message that shopify is having a problem and credit card was declined. Started last night and happening with every cc transaction so far today. 

Accepted Solution (1)

Imogen
Shopify Staff
1780 202 319

This is an accepted solution.

Hi there, @jsncoffman. Thanks for taking the time to reach out to the Shopify Community Forums with your POS transaction situation here. My name is Imogen. It's good to meet you!

 

Our Team is aware of an issue that appears to be impacting certain POS transactions, and causing them to decline during the checkout step. Our Team is currently investigating and working on a solution, but we do have a potential workaround that has shown some results in resolving the issue. Feel free to try the steps outlined below:

 

First, and more importantly, check to see if the POS App is updated to it's latest version (ver. 9.10.0). If an update is available to download, download it, and then try to process a transaction. If your issues persist after the update, try the following steps:

 

For iOS:

 

  • Go to 'Settings' for the device
  • Scroll down and locate the 'Shopify POS App'. Select it.
  • Under 'App Settings', select 'Reset Account' and turn the setting 'on'

For Android:

 

  • Go to 'Settings' for your device
  • Locate the 'apps' option
  • Scroll down and find the 'Shopify POS App'. Select it.
  • Select the 'Force Quit' option on the bottom of the screen.

 

These steps should allow you to 'reset' the app, and then log back into it. Once down, attempt to process another transaction, and see if you have success. If you continue to have issues, I recommend using the contact information in the 'Support' tab within the POS App directly to connect with our Retail Specialists for additional support.
 

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Replies 9 (9)

thepocket1
Not applicable
1 0 0

yes!

Imogen
Shopify Staff
1780 202 319

This is an accepted solution.

Hi there, @jsncoffman. Thanks for taking the time to reach out to the Shopify Community Forums with your POS transaction situation here. My name is Imogen. It's good to meet you!

 

Our Team is aware of an issue that appears to be impacting certain POS transactions, and causing them to decline during the checkout step. Our Team is currently investigating and working on a solution, but we do have a potential workaround that has shown some results in resolving the issue. Feel free to try the steps outlined below:

 

First, and more importantly, check to see if the POS App is updated to it's latest version (ver. 9.10.0). If an update is available to download, download it, and then try to process a transaction. If your issues persist after the update, try the following steps:

 

For iOS:

 

  • Go to 'Settings' for the device
  • Scroll down and locate the 'Shopify POS App'. Select it.
  • Under 'App Settings', select 'Reset Account' and turn the setting 'on'

For Android:

 

  • Go to 'Settings' for your device
  • Locate the 'apps' option
  • Scroll down and find the 'Shopify POS App'. Select it.
  • Select the 'Force Quit' option on the bottom of the screen.

 

These steps should allow you to 'reset' the app, and then log back into it. Once down, attempt to process another transaction, and see if you have success. If you continue to have issues, I recommend using the contact information in the 'Support' tab within the POS App directly to connect with our Retail Specialists for additional support.
 

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Lemuette
Tourist
4 0 0

Yes I had this issue on June 1st as well. Was my first sale of the day at a market. The checkout said payment declined and that there was an issue with Shopify. If I backed out of the checkout it said it would refund customer. (Which is really confusing!)

 

We tried mom’s card twice and daughter’s card once. Mom was charged twice as pending cc transactions and daughter was charged a pending transaction once. I never got their cards to work to make an actual order with cc on pos. I just took cash. So I don’t have an order number with an actual transaction. 

I’m really hoping they actually are refunded!

 

I updated POS night before to latest version and I use the white chip and swipe card reader. We only tried the chip dip and not the swipe. 


Any further actions I need to do to help make sure customers get their refunds?

jacsonpitter16
Visitor
2 0 0

If we don't use POS then what is the solution?

wlg
Excursionist
11 0 26

Yes! We are in Langley, Washington (Whidbey Island) and every credit card is being declined on the first try, but then works the second time.

Imogen
Shopify Staff
1780 202 319

Hi there, @wlg. Thanks for following up on this thread!

 

Have you had the chance to action the steps that I've outlined in my post above? Please give those steps a try, and let me know if you find any success with being able to process transactions afterwards.

Imogen | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Bathena
Not applicable
1 0 1

We had 3 card transactions fail at our market yesterday (1 June, USA) & 1 of those customers contacted us to say she was double-billed by Shopify. I verified the app & POS are up-to-date. Seemed to only happen with tap payments because inserting the same card worked.

2 were different credit card issuers but both Visa's & the double-billed customer used their bank debit card.

Our portal does not show any failed payments for these transactions either - I started to take note after the 2nd failure - it only reflects 1 successful transaction via the POS.

How should we handle any other customers that may report being double-billed when our side only shows 1 transaction? Will Shopify be working with the banks/payment processors to reverse the erroneous 2nd charge? Please advise.

Erin
Shopify Staff
1024 134 165

Hi, @Bathena. For more help with this please contact our support team through the Help Center here. We would need to see more information about this charge to help further. While we can't see your account information here over the Shopify Community, we can review this with you in more detail if you contact us through the Help Center.

Erin | Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

jacsonpitter16
Visitor
2 0 0

I sell online service but I don't use POS so no any card is accepted at my store what is the solution? please help me