Payment Gateway Error

[TigerLilly1]

Was just contacted by a customer who kept getting this message when she was trying to checkout with AfterPay "Your payment could not be processed at this time, please try again in a few minutes."

I've then gone in and tested it with my VISA, SHOP PAY & PAYPAL.

I was successful with PAYPAL, but I got the same message "Your payment could not be processed at this time, please try again in a few minutes" with SHOP PAY & VISA.

Last successful order was last night at 10.30pm.

Can anyone help sort this out?

Tamai 

[Eunice]

Hey, @TigerLilly1 

Eunice here from Shopify, thanks for posting!

When a customer contacts you because their payment doesn't work at checkout, then you can view the details of the payment event, and use the information to help your customer. Check out this tutorial to learn how to view the payment event of an abandoned checkout.

We don't currently have any live issues reported with the checkout/Shopify Payments Gateway, but this error message can sometimes be a result of the minimum required charge not being met. Because Shopify Payments is powered by Stripe, you can find the minimum and maximum charge amounts on their guide here. You'll want to ensure that the amount your customer is trying to checkout with exceeds the minimum limit.

I couldn't find any information regarding AfterPay's minimum and maximum charges, so I do recommend you reach out to them to check. 

If you're still unable to determine the cause of this failed attempt at a transaction, please contact Shopify Support for further investigation. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback via the Shopify Help Center. This video clip shows you how to access the chat and email option. If you would prefer to speak with someone over the phone, please log in to your store when prompted to view the callback option. For the fastest support, I recommend selecting the chat option.

Top tip -
After their recent shopping experience, your customer may be feeling a little deflated. However, as a merchant, this is a great opportunity for you to flex your empathy and customer service skills. Not only is this is a chance to resolve a problem, but also to transform their mindset about your brand from negative to positive through your way of handling their concerns. I recommend checking out this blog before you reach out to your customer. It's a very handy resource to have on hand and will help you prepare for the conversation ahead.

I hope this helps!

[Amunu]

Hi

I have a similar issue Afterpay payment methods do not display and when try to checkout error message will pop up later I have noticed there is no VISA or Mastercard show.

Any Solution.

Thanks

 

[Eunice]

Hi @Amunu 

I recommend checking out this Afterpay help guide. It covers a number of reasons why an order may be declined.

To help with further troubleshooting are you able to let me know the following:
Has more than one customer reported this issue?
When did you first notice this issue?
Have any previous orders been successful using Afterpay as the payment option?

With regards to Visa and Mastercard, I can see those two options besides the credit card option within the screenshot you provided. Do payments decline using this option? If yes, do any error messages appear?

[Amunu]

hi @Eunice 

Thank you very much for respond.

This is what after pay guide shows,

 

And this is what Shopify Shows , no accept payment methods shows in my Alternative payment set up. 

Hope you get my point. Credit card getaway working.

I don't understand why afterpay. Already contact afterpay and waiting for their respond 

Thanks,

[nikhil2002]

 

facing same problem while testing my  stripe gateway