A quick re-cap on Toggle and payment gateways...
Before we begin, here's a quick overview of Toggle and payment gateways:
Online payments are processed through your connected payment gateway, which approves or declines transactions.
Toggle handles gift card issuance and order storage but does not process payments.
The payment gateway, separate from Toggle, stores payment details.
At the "Payment" page on the online Toggle checkout, the payment gateway takes over to capture payment.
Your Toggle payment page will look a bit like this:
If a customer reports a payment issue, a good starting point is to:
Ask them if they are getting any error message at the payment screen
Check if other transactions have been processed successfully today/recently by going to Purchases > Orders in Toggle (this might indicate if this is an isolated issue with the customer or not)
The customer details might be wrong?
E.g. Their bank card detail were incorrect
If the customer enters their card details incorrectly they'll get an error saying "Your card number is invalid" along with an additional error next to the field that's been flagged as invalid - e.g. the Card number field.
Other reasons similar to this could be that their bank declined the payment or their bank card has expired.
Your payment gateway details might be wrong?
E.g. Your payment gateway is restricted
When a customer reaches your payment page at the checkout, enters their payment details and clicks 'Pay' they might see this error message saying:
This Connect account cannot currently make live charges. The requirement.disabled_reason property on the account will provide information about why this account is currently disabled. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed.
The error will look like this on the checkout page:
If you log into your payment gateway (e.g. Stripe) you might see it's restricted like shown in the example below:
To find out what needs to be done, log into your payment gateway and see what they require from you to make the account unrestricted.
E.g. Your payment gateway isn't set up
Another reason for customers being unable to make a payment online is simply because the payment gateway hasn't been set up at all. Anyone who goes to your online checkout page will see a "This shop doesn't have any payment methods available at the moment" error.
You can find out if your Toggle account has a payment gateway set up or not by going to Settings > Payment settings on your dashboard.
If there's no payment gateway set up on your account you'll see all the available options in blue (like on the left image below) but if one of the payment gateways is connected to your Toggle account it'll show up in green (like on the right image below).
To find out more about setting up your payment gateway take a look at our guides here: Payment Gateways
If you need further help with your payment gateway then it might be best to contact their support team directly - you can search them up on Google search and log into your account directly on their website.