PayPal Express does not support the currency you selected. Disable the gateway or change your store’s currency to a PayPal supported currency.
This is the message shown on my shopify account, and customer couldn’t proceed with payment due to the receiving country doesn’t support the transaction currency.
I spoke with Paypal they said there is no issue, so I think I have to do something in shopify.
Please advice
Hi @dxb4life
In order to assist in troubleshooting this issue I will need to know what country your business is located in, what country the customer is located in and what the currency was at checkout. From there I can confirm if those countries are supported by the Paypal Express gateway on Shopify stores.
My business is located in United Arab Emirates, customers from UK and US was not able to checkout and use the paypal.
As I mentioned earlier there is a message in shopify (store currency) : PayPal Express does not support the currency you selected. Disable the gateway or change your store’s currency to a PayPal supported currency.
Please note that in March everything was fine, I do not know what is going on now.
Regadrs,
Thank you for the country information. Could you please confirm the default currency on your store as well as the currency customers were attempting to use at the checkout? You can check the abandoned carts for these orders to confirm that if you aren’t sure. There are also some requirements that you need to ensure your business is meeting if you are attempting to use PayPal for multi-currency orders. Specifically, that you need to have Shopify Payments enabled on your store to sell in multiple currencies.
If you do not have that option, then the checkout will default to the store’s default currency as set in Account > Settings.
You can learn more about the requirements in our Help Center here: Selling in multiple currencies · Shopify Help Center
To sell in multiple currencies, you need to have Shopify Payments enabled in your online store. When you sell to multiple countries or regions, your customers can view prices in your store, pay for their orders at checkout, and receive refunds in their local currency. You can choose to have prices converted automatically using the current market exchange rate, or converted manually using an exchange rate that you choose.
Hi Shay,
Thank you for your prompt reply.
default currency on my store is AED (Emirati Dirham) and the currency customers were attempting to use at the checkout is also AED as shown in abandoned carts.
the multicurrency orders are enabled in my store automatically (UAE customers see the AED currency and US customers see the US dollars).
my concern is how I fix the Paypal express issue since it is enabled on my setting but customers are not able to utilise it. how can I sort out this issue?
Regards,
Thank you for that additional clarification!
I took a look at PayPal’s support documents and at this time they do not support AED currency as a form of payment.
While customers are able to browse the store in their preferred currency the checkout itself still processes the final payment in the default currency for the store, which is AED. I know you said that you were in contact with PayPal support about this already and I am not sure what information they shared with you at that time, but all their documentation and multiple articles in their forums confirm that AED currency is not supported by PayPal.
If you wish to use PayPal as a checkout method on the store, you will need to change the store’s default currency to a supported format (Keep in mind you need to update product prices and shipping rates if you make this change). If you want to change your store’s default currency, you can do so by contacting our live support channels for additional help.
Thank you dear for your response.
Yes i agree with you.
Just one more thing I have to know is there possibility to have 2 default currencies for 2 different online location and 2 payment gateway..
Thanks
Great question! At this time that is not something supported by the platform, in a few different ways.
A store is not able to have more than one default currency attached to it. The only way to allow customers to check out in their preferred currency is to have Shopify Payments enabled, which is not yet available in the United Arab Emirates.
It also is not possible to limit the payment gateway options at checkout based on currency. All payment options are made available at the checkout, regardless of the order arrangement.
Some potential solutions, or ways to encourage your customers to checkout in your preferred methods available:
Create a second store. You can create a second store designated for one set of customers that is in a specific country/currency and manually track your inventory between the two shops.
Create a legal business presence in the United States and apply for Shopify Payments. Doing so will allow you access to additional features, like multiple currency checkout based on customers. Creating a legal presence in the USA does not guarantee that you would be eligible for Shopify Payments, so there is a level of uncertainty there.
Edit the checkout language to encourage customers to checkout using your preferred method.
You do have the ability to customize the checkout language and error messages customers may see to help guide them to the preferred checkout options. You can edit and update theme language and precreated text by going to Online Store > Theme > Actions > Edit Language.