When troubleshooting payment gateway issues on your Shopify store, it’s crucial to identify and address the specific problem accurately to minimize disruption to your sales process. Here are some common payment gateway issues and how to troubleshoot them:
Troubleshoot a Customer's Checkout
If a customer is facing issues at checkout, review their abandoned checkout history or the order timeline for clues. Payment errors can often be traced back to input errors, expired cards, or issues with the payment gateway itself.
Troubleshoot Shopify Payment
Connecting Bank Account: Ensure your bank account meets Shopify Payments' requirements. Review the "Bank account requirements for Shopify Payments" for guidance.
Gateway Issues After Setup: Check the Shopify status page for any reported outages affecting Shopify Payments.
Account Holds: If your Shopify Payments account is on hold, look for a banner message in your Shopify admin for instructions, and check the email associated with the store owner.
Basic Troubleshooting for Third-Party Payment Gateways
Verify Account Credentials: Double-check the account ID, password, or security key entered into Shopify’s settings. Incorrect credentials are a common issue.
Complete Additional Setup Steps: Follow any additional instructions provided by the payment gateway. This may include deactivating test mode or configuring specific settings within their platform.
Contact Payment Gateway Support: For gateway-specific settings and issues, reaching out to the gateway’s customer support can provide tailored assistance and ensure your settings are correctly configured.
Specific Third-Party Gateway Issues
Amazon Pay: Visit "Activate Amazon Pay" in Amazon Pay’s support for help with activation issues.
Apple Pay: Visit "Troubleshooting" in Apple Pay’s support documentation for common problems.
Authorize.net: For issues with Authorize.net, their "Troubleshooting" guide in "Set up Authorize.net" can offer solutions.
Google Pay: Google Pay’s "Troubleshooting" section provides help for specific checkout issues.
iDeal (through Mollie): Visit "iDEAL payments" on Mollie’s support page for issues with iDeal payments.
PayPal: PayPal’s "Common issues" in "Set up PayPal" guide covers a wide range of troubleshooting topics.
VirtualMerchant: For the "ssl_salestax" error, "Fix VirtualMerchant ssl_salestax errors" provides specific resolution steps.
When troubleshooting, maintaining clear communication with your customers about any payment issues they experience is crucial. If a problem persists or seems to affect multiple customers, it may indicate a larger issue that requires immediate attention from the payment gateway’s support team or Shopify Support.