Customers cannot make payments on the mobile phone, “enter a valid number” appears, but on the desktop browser it works perfectly.
Please help!
Thank you!
Hi @filipmarinescu ,
Thanks for reaching out here.
That is strange. It definitely shouldn’t happen, especially if you’re entering the same card number on both devices. Can you please confirm that this is the case? Also, please double-check that you are entering the correct card number during the checkout on the mobile device.
To troubleshoot further, it would be helpful if you could send us the screenshot of the checkout error showing. Does this happen across multiple mobile devices?
Considering this prevents some of your customers from checkout, I appreciate the urgency. However, we cannot look into account specifics via the Community for privacy and security reasons.
For immediate assistance, I invite you to reach out to our Contact Us page. Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, click on Account.
Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.
Thank you very much!
Yes, the same card number on both devices and I tried side on several mobile phones and it doesn’t work on any of them. The same card works perfectly on the desktop. I tried with several cards and they don’t work on the phone. But still if I try with apple pay from the phone it works.
Hi @filipmarinescu ,
Thanks for getting back.
Do you see these attempted transactions as Abandoned Checkouts? You can check by going to ‘Orders > Abandoned Checkout’ in your Shopify admin.
Please scroll down to the History section of the abandoned order, and click on the payment event to see what additional information it gives that may help resolve the issue for your customers. Let me know if you find anything there!
What payment gateway are you using? If it’s a third-party gateway, it will be best to contact their support with the information you get from the abandoned checkouts section.
However, if you’re using Shopify Payments, we’re happy to look further into it with you. The quickest way to troubleshoot this is by accessing your account. While we cannot provide account-specific support via the Shopify Community at this time, we’d be glad to continue assisting you through live chat, email, or callback.
Please visit the Shopify Help Center and log in to your account to create a support request. Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, you can click on Account.
Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.
By the way, do you have any plans in place yet for Black Friday / Cyber Monday? Now is the time to prepare! We have a really excellent hub full of resources to get you ready for what could be your most profitable weekend of the year!
I don’t see in abandoned checkouts. The payment gateway that I use is stripe.
Thanks for confirming this, @filipmarinescu .
I suggest getting in touch with our Advisor Team to ensure the payment gateway setup is correct and reviewing other admin aspects that might cause this issue. After the audit, they will be able to advise you on the next steps, as we cannot look into accounts via Community.
Again, to start a support request with the team, visit the Shopify Help Center and log in. Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, you can click on Account.
Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.
I’m confident this will be resolved shortly once we dive deep into troubleshooting the account.