Customers cannot process payment

Shopify Discussion
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1

I’ve had numerous complaints from customers that they cannot process payments. They get the pinwheel of eternity and nothing gets processed. There does not seem to be a clear pattern to what is going on. Sometimes it happens on a mobile browser, a tablet, a computer… and with different browsers… safari, chrome, etc…

We’ve had to tell customers to use a different device, browser, or go on a private browser.

Anyone else having these complaints? Shopify’s answers don’t seem to suggest that they have any idea what is going on. I can’t give them more data because it’s so random, but I am sure I am not the only one hearing about these issues.

Anybody else facing these problems?

2

Hi @millercatcorp

Can you please share your store url?

3

www.catshield.com

4

Hi, [email removed]Millercatcorp!

There isn’t a platform issue at the moment regarding check out so this may be due to another reason specific to your store.

I would like to gather some context here -

  • What payment gateway are you using at check out?

  • How long has this issue been going on for?

5

Customers just can’t get the payment to process. We are using the native shopify gateway and people are using the most popular credit cards. The issue seems to have been going on for the past week at least.

6

Hi, [email removed]Millercatcorp!

Thank you for the clarification. It is definitely a priority issue when the payment gateway is not working for your customers.

Have you tried a test payment at checkout yourself?

What have you been advised by our Support Advisors through live support?