A customer to my webside was trying to purchase something from my store, when her card got declined, she know she has det amount on her card, but it got declined anyway.
she tried another card which she also had the amount on, but that one also got declined.
After talking to her, and trying to place an order myself, my card also got declined.
So i went in to the payment section on my shopify account, pressed the “test payment” button and it says that all paymend is being simulated and that customers can make a real purchase.
what could be wrong? it worked before.
Hi, @DCLKbrand .
Welcome to the Shopify Community and thanks for sharing your question.
I understand your customers are unable to checkout using Shopify Payments and you’re able to replicate the issue on your end.
In order to investigate this further, our team will need to access your account to ensure Shopify Payments is set up correctly on the backend. You can create a support request via the Shopify Help Center to connect with our team. I’ll share the steps below for better visibility.
- Log into your account via the Shopify Help Center
- Select: Money > Shopify Payments from the topics provided
- On the following page, scroll to the very bottom to view our contact options under Get Support
If you have any issues accessing the help center, please share your questions here.