Why is payment failing on Paypal for some customers?

[artsylar]

Hi, 

For the past few days or weeks, we have been getting inquiries/complaints from some of our customers that their payment was failing. One of our customers sent us a screenshot of the error. It shows "There was an issue processing your payment. Try again or use a different payment method." She is a long-time customer and has multiple transactions with us. I don't see any error message on her invoice timeline and no notification from Shopify if there is something we need to update. We are using Paypal as the payment gateway. I don't know how we will investigate and fix this issue. Could you please take a look? 

Thanks,

Lara

[Ware69]

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@artsylar wrote: McDVOICE

Hi, 

For the past few days or weeks, we have been getting inquiries/complaints from some of our customers that their payment was failing. One of our customers sent us a screenshot of the error. It shows "There was an issue processing your payment. Try again or use a different payment method." She is a long-time customer and has multiple transactions with us. I don't see any error message on her invoice timeline and no notification from Shopify if there is something we need to update. We are using Paypal as the payment gateway. I don't know how we will investigate and fix this issue. Could you please take a look? 

Thanks,

Lara

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There are a few requirements that you need to be sure about regarding the card that you are using first though : Must be a postpaid credit card (pre-paid cards are not supported) Must be a full credit card (debit/credit hybrid cards are not supported) Must be a Visa, Mastercard or Amex.

[artsylar]

There is no issue with cards. Because one of them tried it just few hours after and it went through. 

[artsylar]

And if it is with the cards, usually we can see in the invoice timeline about the failed attempts. But this time, as in no error logged. 

[carpemalum]

We experienced the exact issue since a couple of days. Some regular customers (and new clients) have problems to pay. I can't see any error notification in the abandoned card neither in paypal. Anybody knows if there is a bug?

[fffernanda]

We are seeing the same problem. Any solution?

[artsylar]

They still haven't fixed it. Both paypal and shopify are not doing anything. 😞 although the reported cases is lower now than before, but it is still happening.