Why is my debit card getting rejected for online payments?

[Contented0ne]

I had set up my store up and everything was fine till I tried to insert my debit card for billing then I got rejected I thought I had no balance that's why I got rejected but no that wasn't it, and this had never happened everything I try and purchase anything online or even subscribe for something it checks out so I don't believe it is the bank that I cash in that has an issue so I would lime you guys to look into the matter from your end and help us out . 

[Imogen]

Hi there, @Contented0ne. 

Thanks for reaching out to the Shopify Community today regarding this card situation you have going on. 

It can certainly be a frustrating situation when you have a payment method that you use for many different services online, and then it randomly decides it doesn't want to work. I'd be happy to look into this situation with you. I just have a few questions I hope you can provide the answer to: 

• What type of card, specifically, are you trying to use? Is it a stand-alone debit card? Or, is it a hybrid Credit/Debit Card? Is the card co-branded with Visa, AMEX, or Mastercard? 
• Can you confirm for me that you're just trying to pay for your Shopify Subscription Plan? 

Once I have the requested information from above, I should be able to provide you with more specific guidance! I'll keep my eyes peeled for your reply! 

[Contented0ne]

Thanks Imogen for getting back to me on short notice ;

For starters, my card is a stand-alone debit card  and it's a master card  and I can confirm that I was trying to not only  pay for a plan but have as a billing option to do all my transactions because I have the store and everything else set up in place .

[Imogen]

Hey again, @Contented0ne. Thanks for your reply here, and for providing information about your card. 

Debit cards are a supported payment method for paying for your Shopify Subscription, but the card needs to fit several criteria in order to be able to be used. Based on the information you've provided, your card appears to hit most of the criteria already, the only thing that may be causing you trouble here is this criteria: 

• The card must be able to accept international charges in USD

There is an exception here for cards within India. The criteria to be used as a payment method for your Shopify Billing is largely the same, except for the following: 

• Must be able to support recurring, international payments in USD 
• RuPay cards are not supported
• Card must be cobranded with Visa, Mastercard, or Amex. 

Most of the time, when trying to use a debit card, it's the ability to be charge international payments in USD that causes hiccups for users. Since Shopify have no ability to impact your cards ability to process international payments, it's always best to speak to your bank about having this setting enabled on your card. Credit cards usually have this feature enabled by default, but debit cards often do not, so speaking to your bank would be a good step to take here.

[Contented0ne]

Thank you @Imogen, I did contact my bank and everything and they said that international transactions is enabled so the ball comes back to you , the best solution could be to check if you guys added or have my country ( South Sudan) registered or enabled for international transactions. Am sure once we find that we can find a solution 

[Contented0ne]

Hello @Imogen When am trying to make add a payment method should i insert my debit card  information under the creditcard section or paypal  because everytime i put my debit card details under this section (Credit card section) i get this message bac

(There is 1 error

• We could not verify your credit card. The credit card was rejected by our payment services provider. Please double check your credit card information and try again or use a different credit card.)

[Imogen · Accepted solution]

Hey again, @Contented0ne!

Thanks for following up with me as you have been within this thread! 

If you've spoken to your bank regarding this situation, and they've advised that things should be fine, then your next steps would be to speak to our Live Support Team about the situation, so they can look into your account and the specific payments attempts and see what they can uncover. As we can't authenticate users via the Community Forums, and a deeper dive into your account is likely needed here at this point, reaching out to them using this link would be your next steps. 

Entering that debit card information in the credit card section, and not the PayPal section, is the correct step. When you reach out to our advisors, let them know the specific error message you're receiving, along with the fact that you've spoken with your bank regarding your cards ability to be charged for international, USD debits. This information will be important for them in terms of context. 

Your payment attempts should not be blocked based off of your location, so I'm hopeful that our live advisors should be able to get to the bottom of this situation for you after digging deeper into your account. 

Thanks again for following up with me! Let me know if you have any additional questions. 

[Contented0ne]

Thanks @Imogen for all the support you have given to solve this issue and I think connect with one of the staff live would be a great thing thou I don't know which option would be best because I just tried to request for a callback and it got rejected so which other option  do you think would be better. 

[Contented0ne]

Hey @Imogen  it is failing to connect me to live chat I don't know why am really getting frustrated. I have tried to ask foe a callback it failed to verify it then also live chat keeps bouncing back please help me!!

[Imogen]

Hi again, @Contented0ne! 

It's certainly odd that you're getting issue when trying to connect with our live teams. Considering that you're having issues with both support channels, I have a questions: 

• Are you getting any specific error messages when trying to schedule a callback, or enter into a live chat? I'd love to see the error message, if so. 

A thought I'm having here is that, consistent issues usually indicate an issue with the browser you may be using. Can you try doing a cache and cookies clear for your browser, and then attempt accessing the support channels again?

I'll keep an eye out for your reply!

[Contented0ne]

 @Imogen Here  is a screenshot of the message I get back and I am using Chrome

and for the live chat it just acts like loading then stops even when I remove the country code(+211)  and just use (920...) it still gives me the same message 

[Imogen]

Hey again, @Contented0ne. 

It's incredibly odd that all of these errors seem to be springing up for you. Nonetheless, I greatly appreciate you sharing the screenshot there with me. I know this may sound redundant, but have you tried entering your number with the country code, but excluding the '+' from the number itself? 

Did you end up trying the cache and cookies clear for your Chrome browser as I had suggested? Typically, this does clear up issues with accessing live support, so I'd love to know if you've done this step. 

For trying to reach out via live chat, do you happen to have a screenshot of it looks like while the chat is loading? Or what it looks like when it stops loading? 

There is always the option of reaching out via email as well, which I do recommend here if the live chat options continue to give you troubles. You can express the difficulties of accessing the live channels to the folks within your email, and since they can authenticate your account, they may be able to dig deeper into why these issues are happening than what I can. 

[Contented0ne]

@Imogen  I was finally able to contact one of the staff members and I was told that they are working on it and they will send me an email as soon as possible thanks for all the support and guidance that you have given me .

[Imogen]

Hey again, @Contented0ne. 

Thanks for following up with me and letting me know that you've managed to connect with someone! I'm incredibly happy to hear that our team is looking into your situation for you. 

I'm confident that they'll be able to help you get to the bottom of this! 

If you need anything else, just follow up with me one more time and let me know!