Hi , My customers says they have failed to make payment. Please help
Hi,** @Linda28 **.
Which payment gateway did the customer choose upon checkout on your store?
If it was PayPal, there was a recent issue with the PayPal gateway. Our developers disabled this gateway for a short period of time until the outage has been investigated further by the necessary parties. This issue has since been resolved however, so all PayPal gateways are slowly being reenabled. Our developers have mentioned that affected stores should see their PayPal gateway in being back online shortly.
If your customers are still experiencing the same issues upon checking out on your store, they can do one of the following:
- Go on incognito or private window on their browser to complete their purchase. This will rule out any local browser issues that may be affecting the customer specifically
- If you have another payment gateway enabled on your store other than PayPal, such as Shopify Payments for example, they can pay for their order using this gateway in the meantime
This PayPal issue was also posted on our Shopify Status page here, when it was still ongoing. As a resolution has been pushed by the necessary parties, it no longer appears within our status page as an issue. Though it’s a good idea to keep our status page handy for future references, just so that you can double check if an issue that you or your customer is experiencing is a Shopify-wide one rather than a localised one.
I never noticed any issues, I am both a store owner and a buyer, I have been a buyer for a very long time however and never noticed issues beforehand, and I would say I used PayPal about 80% of my 100+ Shopify orders I have made. My customers, and others of other stores, as well as myself, are having issues checking out with PayPal as it is giving an error. The error says “Your payment can not be processed for Technical Reasons. Try again or use a different payment method.” I myself have only received this error on a number of occasions, of which the reason for most of these occasions was I did not have funds to buy it, causing this error. I have tried multiple other Shopify sites and they are all doing the same thing, here is a screenshot of the problem. Are you guys aware of this issue? It has been happening ever since you made that update last night. There really isn’t any error store side either. I believe this to be a big issue as everyone I know since last night has been unable to buy anything with PayPal following this update. I believe this is going to tank Stores sales and needs to be fixed ASAP as your service of making a Shopify store and choosing yours is marketed that you guys “grow stores sales with our app” however this is definitely decreasing them an insane amount because of the number of people who use PayPal on Shopify. Please look into this if Shopify is not already.
https://cdn.discordapp.com/attachments/916330714285355029/916330790294552647/IMG_3657.png
Hi,** @Minsit **.
The PayPal errors you were seeing on your end was part of a known issue that our developers were aware of. As mentioned in my reply above however, a resolution has since been pushed through by the necessary parties. When this happens, it does take time for any resolution to be propagated fully throughout the internet. So it’s expected that some users may still be experiencing the issues, while others were starting to see PayPal operating as normal. This is also because the PayPal gateway was also slowly being reenabled on our end too, which can take some time to update across all stores that were affected.
If you’re still experiencing the issues now, are you able to try and checkout using PayPal via an incognito mode? Or by using another browser? If those don’t work, you can get in touch with our Support Team here so that we can look into your account further. Because PayPal is a third-party provider however, if there are any issues with PayPal they would also be able to help and would be best equipped to support you, so you can also contact their support team directly.