Topic summary
Payment error at checkout when the merchant tests a payment gateway; an image of the error is provided and is central to understanding the issue.
Clarification: It is the merchant’s own Shopify store, not a purchase on another store.
Key context: The checkout shown appears not to be powered by Shopify. Shopify can directly troubleshoot only Shopify Payments (Shopify’s native gateway). Third-party gateways are managed by their respective providers.
Recommended actions:
- Verify the payment gateway account status and configuration with the provider.
- Disconnect and reconnect the gateway integration with the Shopify store.
- (If it were another store’s checkout) contact that store directly.
Current status: The merchant has contacted the gateway but received no reply. No specific root cause was identified from the screenshot alone. The issue remains unresolved pending gateway provider support.
Hi @ak331 ,
Is this your own store or a store you’re trying to make a purchase on? If it’s the latter, please contact the store directly about this issue and they can help.
its my own store im trying to test the gateway
Got it, in this case you will want to connect with your payment gateway provider and confirm that your account with them is setup properly. Shopify can only directly support and troubleshoot most issues with Shopify Payments gateway.
thanks
i’ve tried to connect with them but there is no reply
Can you pls tell me what’s actual issue might be?
From what I can see in the screenshot it appears to be a checkout page that is not powered by Shopify. So the only things I can recommend is to confirm the status of your account with the gateway and try disconnecting and reconnecting it with your Shopify store.
thanks for your help