"Your payment details could not be verified. Check your card details and try again" error

kevagc
New Member
1 0 0

Hi everyone,

 

I am facing an issue with my Shopify Advanced site - A few shoppers are getting this error "Your payment details could not be verified. Check your card details and try again" when they enter their credit details. We have contacted our third party payment provider and they are saying that they are not receiving the payment request. We also do not see this order in the Shopify admin. Can you help to share in what scenarios would you display the error "Your payment details could not be verified. Check your card details and try again" so that we can troubleshoot this with our third party payment provider? 

 

Also, if anyone has gotten this - can you also share how you solved the problem? 

 

Any help is appreciated!!

Replies 25 (25)
Helen
Shopify Staff
Shopify Staff
1425 174 254

Hey, @kevagc

 

I’m Helen from Shopify Support. Thanks for reaching out about this.

 

Are you seeing these attempted transactions as Abandoned Checkouts? You can check by going to ‘Orders > Abandoned Checkout' in your Shopify admin.

 

If so, the best way to find more information about these activities to relay to your third party gateway, is to look at the history of the abandoned checkout.

 

Payments that do not go through to create an order will show up in this section. Clicking on the payment event will give the reason for the failure, as well as the authorization number that you can share with your payment provider.

 

Let me know if this helps.

Helen | Social Care @ Shopify 
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misseastatl
New Member
1 0 0

Hi Helen,

My customer is receiving a similar error message.  They have confirmed that all info was entered correctly but are still unable to successfully checkout.  Their information is logged under abandoned checkouts but there is no history.  It just says "customer created".  

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hey, @misseastatl. Thanks for reaching out about this. I’m happy to look into it further with you. 

 

Which payment gateway are you using?

Helen | Social Care @ Shopify 
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DoggyDoggo
New Member
3 0 0

I receive the exact same problem. 

How can I fix that ?

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hi, @DoggyDoggo! I’m happy to help look into this for you too.

 

Could you please tell me which Payment gateway you’re using? Have you already looked at the payment history in the abandoned checkout for more information about the error, as explained above? Please provide a screenshot of the information found there, if you can. It will give us a better idea of where to start with troubleshooting this.

 

Thanks!

Helen | Social Care @ Shopify 
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FitReeFitness
Tourist
9 0 4

I am experiencing this issue. No payment history details are displayed for my client's failed payment. See attached screenshot and please help so that I can further assist my customers.

Screenshot_20201016-101119_Shopify.jpg

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hey, @FitReeFitness

 

Thanks for the screenshot. That really helps to see exactly what you are referring to!

 

The payment history section will show only if there is an actual issue with the payment gateway. When there isn’t any payment history notification showing, then the gateway was functioning properly for that abandoned checkout order. 

 

Which payment gateway are you using? Are you able to provide me with a screenshot of the actual error notification that your customer is receiving on the checkout page so that I can look into this further for you?

 

That being said, I noticed  in your screenshot that you have an additional note with an rmc_uid number indicated. This particular number is known to be generated from an app called Abandoned Cart Recovery. Are you currently using this app? 

 

Since abandoned cart recovery apps interact with checkout transactions, it’s possible that it is causing the issue your customer is experiencing. In the event that it is, the next step is to contact the app developer directly to fix the integration, so that it does not continue to hinder any transactions.

 

Let me know what you find!

Helen | Social Care @ Shopify 
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CassiaPerfumes
New Member
2 0 0

Hi, I am David. I have tried payment for my product but it turned out that it doesn't work every time it shows Your payment details couldn’t be verified. Check your card details and try again.  I have tried 3 different visa and master cards, but not even one was working, please tell me where the problem could be.

I am using recart for abandoned carts and also klaviyo.

In section abandoned carts I have all failed orders but there is no error shown.

 

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hi, @CassiaPerfumes. Welcome to the Community! I’m sorry to hear you are having such trouble processing payments on your store. That’s very frustrating.

 

Which payment gateway are you using? If it’s Shopify Payments, I’ll be able to further help troubleshoot this with you. However, if it is a third party gateway, please contact your provider directly. We don’t have access to any third party payment processing systems, so they’re the best ones to look further into the configuration to determine why the payments aren’t being accepted. 

 

Let me know!

Helen | Social Care @ Shopify 
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StoneBridgeDigi
New Member
3 0 0

I am experiencing the same problem. Enabled Bogus Gateway for credit cards and trying to enter an order. Tried two valid Visa cards and both failed. I don't see any records in the Abandoned checkouts.

What could the problem be.

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hey, @StoneBridgeDigi. Thanks for reaching out!

 

The Bogus Gateway is intended for creating test orders, and so real credit cards are not able to be processed through it. The specific credit card information that you need to use is seen below. This information is also found in the Help Doc for Placing a test order.

20-12-2joph-pnan9

 

Let me know if you have any other questions or concerns.

Helen | Social Care @ Shopify 
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StoneBridgeDigi
New Member
3 0 0

Thanks Helen, this worked well and the test purchase transaction completed.

CassiaPerfumes
New Member
2 0 0

Hi Helen, I am using stripe, please let me know if you are able to do something with it or where can I contact the provider.

Helen
Shopify Staff
Shopify Staff
1425 174 254

Hi again, @CassiaPerfumes. Thanks for following up!

 

As mentioned previously, we only have access to troubleshoot Shopify Payments, our in-house payment provider. Stripe is a third party gateway and so you’ll need to contact them to help with any of their payment processing issues. You should be able to find how to get support from within your Stripe account, or on the contact page on their website

 

All the best,

Helen | Social Care @ Shopify 
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Helen
Shopify Staff
Shopify Staff
1425 174 254

That’s great to hear, @StoneBridgeDigi! Running test orders is really proactive, and enables you to work out any roadblocks that your customer may encounter through the purchasing process, so I’m happy to see you doing so. 

 

How’s the rest of your store setup coming along?

Helen | Social Care @ Shopify 
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Starrin
New Member
2 0 0

good day 

 

Please may you assist me

Please may you assist me. I am receiving a error when I am trying to perform a test check out. I have followed step by step the test video provided by Shopify and enabled my shop into test mode, selected items to kart, entered details and once I get to card details I place the test card details provided by Shopify but receive a error message for the card is not valid eve though the expiry date is in the future and I have entered to words as a name and three numbers as CVC.
 
I don't know what to do next, please assist me.

 

Check Out test Error.PNG

 

Helen
Shopify Staff
Shopify Staff
1425 174 254

Good day, @Starrin! Thanks for reaching out, and for providing a screenshot. Something certainly does not seem quite right, so let’s take a look into it.

 

The first thing that I noticed in your screenshot, is that there aren’t any of the major credit card options in the payment section of your checkout. It should look like this:

21-02-u6wrb-yzzg0

 

Therefore, even though it sounds like you’ve proceeded correctly with your test order settings, let’s start by double check the following one more time, to rule out anything that may have been missed:

 

  • Are you using Shopify Payments as your payment gateway?
  • Which one of these card types were you using to simulate the transaction?
  • Please confirm that Shopify Payments is in test mode by going to ‘Settings > Payments’. You should see a yellow banner stating that it is in test mode as seen below:

21-02-36ged-1v54s

 

  • If the yellow banner is not there, proceed to enabling test mode by clicking on ‘Manage’ and scrolling down to the Test mode section. Check the Enable test mode button, then click SAVE, as seen here:

21-02-a3mml-jkvy5

 

Let me know if any of the above helped, and if it didn't we’ll continue with the next steps. Thanks!

Helen | Social Care @ Shopify 
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Starrin
New Member
2 0 0

Good day

 

 

I have only opened my store a week ago. By the looks of it I am not registered with a 3rd party account as yet. I live in South Africa but my store only caters to The United states, New Zealand, Australia and United Kingdom. I see that being in South Africa I will then have to choose a 3rd Party payment provider? Yes or No? If so which will be best suited for my business needs regarding where I live and the countries I am selling to?

 

I do also have a registered Pay Pal Account which I have entered those details to link it with my shopify. 

 

When in test Mode I have to go into 3rd party payment providers and choose the Bogus Test and then Activate it.Test.PNG

 

So if you can just tell me what provider to use for payments that will feature on my check out screen then I can Test once again. I also Used the Master card and Visa Test options when testingTest Cards.PNG

Helen
Shopify Staff
Shopify Staff
1425 174 254

Thanks for all of this extra information, @Starrin

 

That’s great that you’ve already added Paypal to your store. With your account being based in South Africa, you are correct that you will need to use a third party gateway to also accept credit cards for payment in your checkout. See here for a complete list of payment providers that are available and already integrated with the Shopify platform for your region. 

 

That being said, I’m not familiar enough with any of the third party gateways to advise which would be best for your business. However, I do know that 2Checkout tends to be available to a lot of regions. It may be a familiar one to your customers, so I suggest starting there. Once you’ve decided which one you’d like to use and set up an account with them directly, here are the steps to configure it on your store. 

 

Now, onto your test transaction. Since you are going to be using a third party gateway, and have activated the Bogus gateway to test out your transaction, you’ll need to enter the following details in the checkout instead of the ones used for Shopify Payments. These details and more information are also found in the Help Doc for Placing a test order.

21-02-cg2nl-lsqzy

 

Let me know how it goes!

Helen | Social Care @ Shopify 
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