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

BillH1
Shopify Partner
4 0 2

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.

Replies 9 (9)

Victor
Shopify Staff
2513 230 534

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.

Victor | Social Care @ Shopify 
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BillH1
Shopify Partner
4 0 2

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
Shopify Partner
4 0 2

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
Shopify Staff
2513 230 534

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:

06-20-9922-93280

 

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.

Victor | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

tunninja
Visitor
2 0 2

same issue for me.

GMweb
Tourist
3 0 1

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.

 

 

TroyCU
Visitor
1 0 2

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

GMweb
Tourist
3 0 1

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
Tourist
6 0 0

Have the same, contacted support 20x