Why are all credit card payments getting declined on my store?

[BillH1]

I've seen multiple threads on multiple declined credit card transactions.  Have the users with this issue ever received a response other than "check with the customer's bank"?

I'm testing it on one of my stores, with my personal credit card, and it keeps rejects the orders.  My bank has no record of the request for payment.  It has been working for 3 months without an issues.

[Victor]

Hi @BillH1,

More often than not, isolated incidents of a customer's card being rejected at checkout are due to an issue on their bank's end rather than the gateway itself. However, if you're seeing numerous instances of cards being declined, it's worth checking your abandoned checkouts to see if any reasons are given for the failed transactions. Payment events for the abandoned checkout often give you an idea of why the payment failed.

If you're still unsure of why this is happening, please feel free to contact our support team directly so that they can authenticate you on your store and take a closer look at this for you.

[BillH1]

I can process the same credit card through a PayPal account that gets declined in the Shopify Checkout process.  I've tested it on several accounts.  It's not the bank or bad credit cards.  The transactions go through on PayPal.

[BillH1]

Also, how do I contact Support when I have Basic Shopify?  The link provided sends me in a loop without contacting Support?  All credit card sales are affected and being declined!

[Victor]

Hi @BillH1,

You can contact our support team at any time while on the Basic plan. Please follow these steps:

1. Go to the Help Center
2. Log in to your store or select the "I don't have a store" option
3. Select your topic
4. Select your subtopic
5. Choose you desired contact option at the bottom of the page:

Once you've gotten in touch our team can investigate this issue in more detail. Please let me know if you are still experiencing problems when trying to contact our team.

[tunninja]

same issue for me.

[GMweb]

Have you managed to fix this? Ive got the same issue... Im not happy as we just paid $1400 and cant even use the website.

[Yazbird1]

• Hey did you ever figure this out I have the same issue

[BillyBill]

I recently had the same problems and the robot agent keeps saying 'there are no issues' except I've had 5 abandonned carts in two days which I never had before. I tried myself and realized my store simply won't process the order, just brings me back to checkout with no error message whatsoever and I see later that it was declined. The robot agent was virtually useless and I wouldn't be surprised its bad AI bots. What is worrying to me is this : for one transaction, Shopify conveniently DELETED the timeline of the purchase attempt and told me 'the customer never actually tried to pay' -- Good thing is I have a screenshot which I sent to prove them wrong and they simply stopped answering after that. This is business malpractice and pretty worrying that they would do that. Overall, shopify will only care about you paying for your plan. After that, you are a nuisance to them and they will try everything to make you go away by providing fake answers and shifting blame on any person but themselves. 

[TroyCU]

I'm having the same exact issue, what ended up being the resolution?

[GMweb]

Hi Bill,

We have just made a new website for our business with Shopify, and its been idle for a week + now with the same issue... We are NOT able to process credit card orders as EVERY CREDIT CARD OR DEBIT CARD is declined.... Shopify seem to tell everyone over the last 5 years the same message "its not us, please contact the bank"

Im wondering if its the merchant number shopify use, if its been flagged previously... Im not sure. still unable to rectify this issue.

[Saviomolenaar]

Have the same, contacted support 20x

[Yazbird1]

Hey did you ever figure this out I have the same issue

[GMweb]

Shopify seemed to think its nothing to do with them. The banks said the
same... Seems to be a rock and a hard place...

Some cards work others dont

[ylmk1]

Hey, we had this issue for ages and lost out on so many sales. 

With no help from Shopify or the bank we think this may have been the issue. That we didn't have our name on customers bank statements when the transaction goes through.

Go to settings > payments > manage > scroll to 'customer billing statement' and make sure your statement descriptor is correct. Ours was a bunch of numbers and then we changed it to our URL and this seemed to (so far) get rid of soooo many declined payments and loss of customers. It has only been a couple of days but we haven't had any declined compared to every day at least 15% of sales.

Let us know if this helps anyone

[southminisplits]

We tried this and are still running into problems. 

[Saviomolenaar]

Tried but did not work, any other tips ?

[JGWicks]

I have the same problem that just started abruptly 20 days ago. Store stopped accepting all credit cards after doing so for years. I have chatted with many Support Advisors that can only escalate the issue. The support chat is only way to contact them. No time frame or response from the "team" on what happened. I am sure now that it is something that Shopify screwed up and now they are unable to fix it. The support has been the worst I have ever come across. For the amount of money we have spent here, I feel unappreciated.

[Saviomolenaar]

did you find a solution yet

[JGWicks]

We were told, after 4 weeks of chatting with their robot agents, that Shopify banking partners identified us as an elevated level of risk that they would not support. We have been doing business through their platform since 2018. We have never had any payment issues or issues with customer payments. We receive an email to tell us to find another payment gateway, with no explanation as to what cause this or what we could change this evaluation.

[JGWicks]

We were told, after 4 weeks of chatting with their robot agents, that Shopify banking partners identified us as an elevated level of risk that they would not support. We have been doing business through their platform since 2018. We have never had any payment issues or issues with customer payments. We receive an email to tell us to find another payment gateway, with no explanation as to what cause this or what we could change this evaluation.

[Saviomolenaar]

Wich payment provider did you get?

[JGWicks]

For the moment we are using PayPal because we are in the middle of a sale. I am looking at Stripe for going forward. The percentage taken for each transaction is less than PayPal. Shopify also takes a percentage for each transaction, so it is costing us more per transaction than it did with Shopify Payments.