Ongoing Shopify payments issue "do_not_honor"

Shopify Discussion

Topic summary

Widespread “do_not_honor” declines with Shopify Payments, where the issuing bank refuses a transaction. Merchants report a sudden spike to >90% declines starting Feb 16 (none seen before Jan 31). Another merchant reports the issue ongoing since Nov 19.

Troubleshooting and signals:

  • Shopify Support attributes declines to customers’ banks; merchants dispute this.
  • Third‑party Stripe gateway and Mollie process successfully, suggesting the issue is specific to Shopify Payments’ processing path.
  • A specific bank appears frequently but is not the only one implicated. Some customers say their cards work elsewhere.
  • Regional pattern noted: strongest in Denmark/Scandinavia; Netherlands transactions unaffected for one merchant.

Shopify staff actions: requested/received ticket numbers, added notes, and said they would check with internal teams. Guidance given to continue via live support and existing tickets. No remediation steps or root cause provided publicly.

Community updates: multiple merchants confirm the same problem; one considers opening a new store (unclear benefit). Workarounds include using alternative gateways, though added checkout steps hurt conversion.

Status: Unresolved and ongoing. Key open questions: root cause within Shopify Payments vs issuer routing; regional/bank-specific factors; timeline for a fix.

Summarized with AI on December 13. AI used: gpt-5.
9

Hey @Dmz .

Thanks for reaching out.

Since we are unable to authenticate over the Community forums to take a further look into the issue that you are experiencing, we are unable to view the specifics. It would be best to speak to our live support about the situation to allow us to advise the next steps. With that being said, you can get in direct contact with our live support by navigating to the Help Center.

When you arrive at the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly.

Let us know if you have any questions.