Why can't customers complete purchases in my online store?

New Member
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I have just launched my online store and I have tried to purchase an item and it says my card has declined, yet there is money on my card. So i asked a family member to try purchase something and the same thing happened to them. i have spent the last two days trying to trouble shoot this issue and im getting no where. Please Help! I fear i am losing customers because of this. 

Reply 1 (1)

Shopify Staff
1511 169 261

Hi, @samantha110.


Can you confirm for me if your store is no longer on the free trial, and is currently on an active and paid subscription plan? 


The reason that I ask is because stores are required to be on an active and paid plan in order to accept orders successfully. If your store is subscribed to one of our active plans however, another potential reason that can prevent stores from accepting payments on checkout would be a Shopify Payments account being on hold.


For context, when a Shopify Payments account is on hold, our accounts team and banking partners are currently authenticating and reviewing your account information to make sure that the information you've shared with them is accurate. Depending on the type of hold on the account (whether it's a payout on hold or an account hold), a store's checkout may not be functional during this time. You can find more information on the Shopify Payments review and verification process in this guide.


Generally, stores will see a red banner on their Shopify admin's homepage telling them to upload requested documents from our team during this review period — do you see a banner on your admin at all? If you do, you can proceed to upload the necessary documents, and from there our accounts team and banking partners will be able to continue with their review. If you don't see a banner on your end however, you can proceed with the following:


  1. Check your admin notifications by clicking the bell icon on the top-right hand side of your Shopify admin. This should then reveal all of the relevant notifications for your store. If your Shopify Payments account is on hold, and if our team requires you to upload specific documents, you should see a notification for this within this section. You can click on it to then be taken to the relevant page to proceed with your next steps.

  2. If you don't see any notifications related to your Shopify Payments account, you'll need to get in touch with our internal team so that we can take a closer look at your account to investigate why your store isn't currently accepting payments on checkout. To get in touch with our team, you'll need to login to your store via our Help Center here, ask the virtual chat assistant to contact support, and follow the prompts from there in order to be connected with a live support team member.


Kimi | Social Care @ Shopify 
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