Ongoing Shopify payments issue "do_not_honor"

[FabTon]

Hi all,

I hope everyone who's reading this is happy and healthy :).

We're experiencing quite a frustrating thing with Shopify payments and with our Shopify store where over 90% of credit card payments are being declined with the 'Do Not Honor' code (which before 2 weeks ago never happened). Good to mention the following with this:

- We've reached out many many times to Shopify support, but they all give the same answers and mention it's not a Shopify payments issue.
- We already worked with someone who said he checked the code etc., but haven't been able to solve the issue.
- However, I've integrated a Stripe payment gateway which does not give those errors (unfortunately, this ads an extra page and therefore does not convert well). Hence, this proves it's a Shopify payments issue. However, the Shopify support team keeps on mentioning it's not an issue from there side.
- A common denominator is one specific bank. However, it's not always that bank. Also, we've asked customers to reach out to their banks and they mentioned there's no issue from their side.

I recently heard more people about this issue. Hence, I was wondering whether any other people experience this and if so, whether you hopefully have a solution.

Looking very much forward to your response :).

Cheers!

[Shay]

Hi @FabTon 

Thank you for sharing those details. I'd like to make sure that we investigated this issue thoroughly, are you able to share any related ticket numbers about this issue that you may have. 

When you connected with our support team in our Help Center were any of your tickets escalated to our technical team or Shopify Payments team for a closer look? Happy to continue investigating this issue with you.

[FabTon]

Hi @Shay,

Thank you for your response. Your teams have looked into this, but most of the time just came with generic answers unfortunately. In my opinion, it's just too easily mentioned as "it's a problem from the customer's bank side", which it clearly isn't. 

For your reference, here are some ticket numbers:
- 46141176
- 45912682
- 45657324
- 45861007

To substantiate the case that it's not a customers bank issue, I want to note the following:

- We get a lot of customer emails that state we're the only one where they have problems with. Yesterday we received the message: "Hello, I tried to order from you but it rejects my card, can I pay mobile? I would like to shop with you and use my card for everything here, so I don't understand, I hope to hear from you".
- We've integrated a separate Stripe payment gateway via a third-party and with that gateway this problem does not occur (which undeniably proves in my opinion it's something within Shopify (payments)). 
- I see that multiple people had the same issues, among others: https://community.shopify.com/c/shopify-discussions/shopify-payment-declined-do-not-honor/td-p/24057...

I hope that you are finally the person at Shopify who takes this seriously and can help me with this, since it's a bottle-neck for my business :).

Looking forward to your response.

Cheers

[FabTon]

In addition to the above, yesterday I went through all the abandonded carts in the period 31st of January and before, and literally zero times there was a do_not_honor code. I didn't run any ads etc. in the period 31st of January - 16th of February. As of the 16th of February, more than 90% was do_not_honor code.

[Erin]

Thank you for sharing all of that context! While I'm unable to provide any ticket specific information over the Shopify Community, what I can do from here is add a note to the tickets you shared. I'll also be sure to check in with our team to make sure it's been investigated thoroughly. If you are still having trouble with this in the meantime, please reply to your most recent ticket about this so the team looking into it can assist further.

[FabTon]

Thanks for your response Erin. That would be great. The problem is still ongoing, for about a month now, and I keep on getting the same answers from your colleagues, i.e. not really helpful.

It would be great if someone at Shopify does really take this problem seriously and will do the extra step to avoid that I need to close all my stores :). 

Looking forward to your response and many thanks in advance.

[Flo10]

Hey FabTon, currently running in to the same issue. Would be amazing if you have found a good solution and are willing to guide me on the right pad. Maybe we can be in touch on Whatsapp if you are able and would like to help me out! 
+0031 6 40297078 

[Dmz]

Hi there, also struggling with the same issue. Have you by any chance found the solution? Thank you very much!

[Ollie]

Hey @Dmz.

Thanks for reaching out. 

Since we are unable to authenticate over the Community forums to take a further look into the issue that you are experiencing, we are unable to view the specifics. It would be best to speak to our live support about the situation to allow us to advise the next steps. With that being said, you can get in direct contact with our live support by navigating to the Help Center.

When you arrive at the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly. 

Let us know if you have any questions.

[Ibo24]

Same issue here. Did you manage to find a solution?

[Saviomolenaar]

have you tried opening a new store?ihave the same problem and im thinking about opening a new store, dont know if it will solve the problem.

[Saviomolenaar]

Did you find a solution ?

[ArieBressers]

Same problem here: Since November 19, I’ve been experiencing issues with my Shopify Payments gateway, preventing customers from completing purchases. The error code displayed is “do_not_honor.” Despite contacting Shopify customer support multiple times, they attribute the issue to the banks, while the banks insist it’s a problem on Shopify’s end. The issue primarily affects customers in Denmark and now seems to extend across Scandinavia. However, transactions in the Netherlands continue to work without any problems. This has forced me to disable ads, resulting in significant daily losses. To troubleshoot, I tested the Mollie gateway, and it worked flawlessly. This suggests the issue could be resolved on Shopify's side. The same problem occurred when using Stripe, and I’ve heard that Shopify Payments and Stripe are closely connected. Has anyone else encountered a similar issue? Any advice or insights would be greatly appreciated!