Why is a customer encountering a payment processing error?

Payments + Shipping & Fulfilment
1

Hi all

We have had a customer reach out saying she is getting an error message when trying to process a payment.

We have been receiving other orders.

She has turned her phone on and off, cleared her cache and tried another server.

I can’t see any issues in our back end.

Has anyone else encountered this?

2

Hi there
She has tried Apple Pay, manually entering her card details and PayPal all
with the same error message.
We are still receiving order though and can’t see any issues in the back
end.

3

Hi, @MA2018 .

Thanks for reaching out and posting here to the Shopify Community!

In regard to your question, does this issue only occur with this specific customer, or it’s happening with others?

Could you provide a bit more information on the following:

  • Share your store URL
  • Have the customer share a screenshot of the error message so we can better identify the issue.
  • Does this issue only occur when using Apple Pay and PayPal?
  • Despite checking your Shopify admin with no issues, are you able to replicate this error message at checkout?

I look forward to hearing back and learning more to help resolve this issue for you and your customer.