There seems to be an issue with the checkout in my store. Customers are not able to checkout, and neither am I, when I try in Test Mode. Shop Pay says “There was an error adding this card”, PayPal says “We weren’t able to add this card. Check all the details are correct and try again or try a different card” and Google Pay says “Your request failed. Use a different payment method, or contact us”. I don’t understand what the problem is. Can someone please help me?
Is this what you mean? Or something else? Thank you.
Hi, @Bomah .
Thanks for detailing the error messages that you’re seeing. It’s interesting that it’s happening across multiple payment gateways and not just the one. Can you confirm if your payment gateways have been set up successfully? You can check the resources below to make sure that the correct steps have been followed to set up your respective payment processors:
With the error message you’re seeing when checking out with Shop Pay however, usually this error occurs if a typo was made when entering the card details, or if a prepaid card was used (as this type of card is unsupported).
If you still require further help troubleshooting your checkout and payment gateways however, you can contact our live support team so that we can securely access your store from our end to conduct a more in-depth investigation.
To get in touch with our team, you’ll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.
A store’s checkout process serves as one of the most pivotal moments in a customer’s journey, so I’m glad you’ve reached out to us about the errors that you’re seeing on your end. Once this issue has been resolved, it definitely pays to take a closer look at the checkout process on your store, to ensure that everything is running smoothly and to make this process as easy as possible for your customers. To help optimize this process, some tips that come to mind include allowing guest checkouts on your store, providing multiple payment options, and implementing multiple accelerated checkouts. Feel free to take a look at our resources below, for more information on this: