Why are customer card payments declining despite showing as completed?

Technical Q&A
1

So this morning we have had a couple people try and make purchases and use there card.. it is saying on our end for multiple people now that the payment was declined with there credit card, but on there end on there credit card statement it is saying the transaction is going through.. do you know what is causing this and how we can fix this issue?

1 Like
2

Same issue here! Help!

3

Same issue. This is absolutely unacceptable. Do we have a contact ph# for Support? I cannot seem to find it anymore on the site. And I noticed earlier this week the chat feature is no longer manned by a human. Anyone else notice this or have luck getting a person to respond? I am beyond frustrated right now.

4

There is a phone number to call- go to support on your POS. Ive been on hold for about 15 minutes.

2 Likes
5

We are having the same issue here. Anyone have answers??

6

We are having this issue too. It is totally unacceptable that Shopify can allow thousands of shops to not be able to take payments. All three of our London shops are without the ability to take payments right now.

7

Did you get through to anyone yet? I’ve now been on hold for 14mins.

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8

We are having the same issue, every card we try is getting declined. Anyone know if Shopify has made a statement on why this is happening or when it will be fixed?

9

Just got this response from Plus support chat, “I’ve just checked with our developers and they’ve received multiple notifications on that issue and they are already investigating it on their end.”

So, they know about it and hopefully it’ll get fixed soon. The bigger question is, why do they monkey with the code in the middle of a business day? There’s no other reason for something stable to suddenly break than a change they made. Stop doing it in the middle of the day please!

1 Like
10

shopifystatus.com - They are aware of it now and hopefully working on a fix.

11

It’s unacceptable. We have had to send multiple customers away until the problem is resolved. Shopify needs to act like a serious and stable provider of payment services. This is the second time this has happened in 2 months now, not to mention the issues we’ve had over the years with their card machines.