''Enter Valid Card Number'' Problem Only On Mobile Phone

Shopify Discussion

Topic summary

  • Problem: Customers cannot complete checkout on mobile devices, while checkout works on PC. Specific error text has not been provided yet.

  • Latest update: A Shopify staff member asked for more details to troubleshoot.

  • Information requested:
    • Store URL
    • Screenshot of the checkout error on mobile
    • Whether the issue affects all or only some customers
    • Whether the merchant can reproduce the issue on a mobile device
    • Whether different payment methods/cards show the same behavior
    • Which payment gateway is being used

  • Status: No resolution yet. The thread is awaiting the merchant’s response with the requested information to continue diagnosis.

Summarized with AI on January 15. AI used: gpt-5.
1

Hello, my customers can’t make a purchase off of a mobile device, but it works perfectly via PC.

2

Hi, @DemetriusColoss .

Welcome to the Shopify Community.

I’d like to gather a bit more context on the issue.

Could you provide additional information on the following:

  • Please share your store URL.
  • A screenshot of the error message at checkout.
  • Is this affecting all customers or specific customers?
  • Are you able to replicate the issue on mobile?
  • Have the affected customers tried using a different payment method/card? If so, can they replicate the same issue?
  • What payment gateway have these affected customers selected?

I look forward to hearing back and learning more.