Why won't my checkout payment method work?

Technical Q&A

Topic summary

Checkout fails at the payment step with the message “There was a problem processing your payment,” affecting both Shopify Payments and the third‑party gateway Pensopay. Multiple users (friends/family) replicate the issue, and the store previously worked before being put into “building mode” over the summer; the problem appeared after reopening.

Support requests specifics to troubleshoot:

  • Which payment gateway was selected at checkout.
  • Whether other customers can reproduce the error.
  • Whether abandoned carts show gateway error messages in their timeline.

User confirms tests on Pensopay and Shopify Payments both fail with the same error and are reproducible by others.

Action: Support advises creating a request via the Shopify Help Center (live chat, email, or callback) so the team can examine abandoned carts and gateway error logs.

Status: Unresolved; investigation pending via support. Key unknowns include any gateway error codes and whether checkout configuration or account status changes after reopening are contributing.

Notes: “Payment gateway” = service that processes transactions. “Abandoned cart timeline” = Shopify’s history view of checkout attempts, including gateway error details.

Summarized with AI on February 4. AI used: gpt-5.
5

Thanks for your response and for sharing the above information, @hhgaarde .

You mentioned that this error occurs with different users on both Shopify Payments and Pensopay. I’d like our team to take a closer look at the abandoned carts that have been created so we can check for any error messages within the timeline.

Could you head over to our Shopify Help Center, log in to your store and create a support request? From there, you’ll be able to access our available contact options: live chat, email or schedule a callback.