Payment Error Saying Credit Card payments are not accepted

Technical Q&A
1

Good morning,

I hope that this message finds you well. I wanted to contact the support team as I have a few clients who have shown me that once they reach the checkout payment page, there is a message that says that credit card payments are not accepted. They have tried multiple times and the message comes up. I don’t know for how long this message has been showing however a lot of clients have taken the time to let me know and send a picture of the message. Please help. Looking forward to your prompt assistance. Thank you again.

2

Hi, @7empiresproduct !

Welcome to Shopify Community.

Thank you for reaching out for support. For the future, to connect with our Support team please do so using this Support link. This is the best way to make sure you get the help you need, in a timely manner.

With that being said, let’s dive into your question. To help me better understand the issue, please answer the following questions:

  • Do you experience the same error on your checkout?
  • Have you previously accepted orders with credit card payments?
  • If so, has this stopped, or are only some customers experiencing this issue?
  • Which payment gateway are you using?
  • Can you provide a screenshot example of the error?

I look forward to your reply,

3

Hello Olivia,

Thank you for your email and for your help. I was able to speak to one of
the Shopify agents over the phone and they were able to guide me as you
did. I appreciate your help and thank you again for taking the time to
reach out to me.

Wishinh you a happy and blessed holiday.

4

Thank you so much for the update, @7empiresproduct .

I am very glad to hear you were able to get the support you need and have this resolved sooner than later.

If anything else comes up, our community is here to support you.

Warm regards,

5

Hi Olivia, We have a customer on our website having this same issue. What is the fix?

6

Hi, @PBlox !

Thanks for joining our thread and sharing your experience.

I’d be happy to troubleshoot this further with you. Please answer the context gathering questions I asked earlier in this thread so we can explore potential causes and a solution.

I look forward to your reply,

7

Hi Olivia,

  • Do you experience the same error on your checkout?
    • Not on mine personally.
  • Have you previously accepted orders with credit card payments?
    • Yes, we have thousands of customers daily that use credit cards and other payment methods.
  • If so, has this stopped, or are only some customers experiencing this issue?
    • Only one customer has had this error message. They were able to place many orders and all of a sudden they are now getting that error.
  • Which payment gateway are you using?
    • Shopify payments
  • Can you provide a screenshot example of the error?
    • Yes, see attached.
8

Thanks for your reply, @PBlox .

In that case, it sounds like your customer is experiencing a local error. In this case I recommend having them attempt some local troubleshooting steps such as:

  • Try clearing cache/cookies of current browser
  • Try from a different, up-to-date, browser
  • Try from a different network connection
  • Try from a different device

If the issue persists at that point, please let me know with another screenshot example.

I look forward to your reply,