hey, so my customers cannot complete their orders because their payment doesn’t work, it’s been happening for many people now, however when I did a test order it worked perfectly fine, if anyone can help with this that would be awesome.
Thank you,
Alex
Hi @afilipe ,
Thanks for reaching out about this.
To understand the issue better, I’ll ask you a few questions to help us look in the right direction. Did you notice a lot of abandoned checkouts within the admin, or those customers reached out to you complaining about failed purchase attempts?
Did you notice this is happening across multiple payment gateways, or is it unique to only one gateway? Did your customers receive any error messages when trying to checkout?
I understand this issue has to be resolved as soon as possible. We cannot look into account specifics via the Community for privacy and security reasons. For that reason, if you need immediate assistance from our live support team, I invite you to reach out to our Contact Us page.
Once you log in, select the topic you’d like to discuss with the Support Advisor. In your case, click on Account. Then scroll down to the bottom of the page, where you should see the ‘Get Support’ section, where you can select your preferred communication channel.
Our team will work on resolving this issue as quickly as possible, as checkout is the most crucial part of your store. How is everything else with your store? I don’t know if you have anything planned for BFCM this year, but now is the time to make some preparations. BFCM is one of the biggest sales weekends of the year and sees the start of the holiday season as well. Every year my go-to is this BFCM Checklist. It allows me to make sure that I am making the best use of my time and resources and it really helps take the pressure off by starting early. It is well worth the read should you be interested!