We’ve been with Shopify for over a decade, but this situation is unacceptable. Three weeks ago, a rep assured us Shopify POS would integrate with Authorize.net. It didn’t. We opened a new POS. Three days ago, we asked to cancel POS Pro tied to our store. Instead, all online payments froze. 48 hours—no orders. We spoke to three reps. It’s escalated, but no fix. They admitted it’s a known bug. This began with bad info, and our store went down. For a million-dollar business, this can’t stand. They told us to try another gateway. We did—PayPal and others failed. We still can’t process. This needs fixing now.
This was sent at the 24 hour mark
Parker here from Shopify Support. I see both PayPal and Authorize.net are stuck in “pending activation” - frustrating when they were just working yesterday.
What’s happening:
I noticed you deactivating them the other day and were working on changing Business details as well. In this process you hit a known bug that’s affecting multiple merchants right now.
The technical issue:
An archived legal entity on your account is blocking the sync between Shopify and your payment gateways. Our dev team is actively working on this - I’ve added your case to their priority list.
Timeline:
I’ll update you as soon as we have a fix.
In the meantime: Since this is affecting old gateways with archived legal entities a new gateways you haven’t used before should not face the same issue. I will admit this has not been tested from what I have seen so far, but I do think it might be worth a try. Also manual payment methods could also be an option if you want to use them.
I know this timing is terrible. I’ll push for a quick resolution and be back in touch as soon as possible.
Have a Stripe account and use third party checkout integrations.
Thank you, zero gateways will work, looks like they sent a message this am, and PayPal is now working. I appreciate your response and empathy. I just am dumbfounded on how a company so large has a 7 figure vendor account down for 72 hours with no promise or guarantees of fixing.
I whole heartedly agree with you on all your points. I do want to clarify, the fixes our developers are working on are not for individual shops. This fix is for all shop’s affected by the same issue and it will be run on all the shops at one time. While it would be a pain we are having to deal with the reality that we will look for another website solution to have just in case in the future. Or maybe a full pivot. These 3 days have cost us over 15k in revenue, and employee cost. This is just at face value.
Latest response below:
At this time, the developers have rolled out a partial fix that seems to have solved the PayPal issue as I can see that gateway is now active.
They have mentioned that the issue is not likely resolved for the primary gateways like your Authorize.net setup. They are working on that fix now as they discovered it was related to a different conflict in our system.
I do also want to inform you I’m still in conversations about the impact this has had on your shop and your sales. I know you are requesting compensation and this is what I’m currently working towards. I cannot make any promises at this time, do to our Terms of Service
The solution is quite simple: integrate the third-party Shopify Stripe Checkout solution into your store.