ShopPay payment method is not updating for subscription customers

[CarolDavies]

We would like to disable ShopPay from our storefront.

Can you please tell me if Shopify has created an update that would allow our subscription customers currently using ShopPay to continue to be billed if we decide to disable ShopPay from our storefront?

We constantly have customers reaching out to us with problems updating their payment information.  Either they get into a loop and can't update the information or they update it but the payment method fails, even though the client has used the card for many other purchases.  100% of the time these customers with problems updating their payment information are using ShopPay. 

It seems there is a significant problem with ShopPay syncing with the subscription apps so the payment information is not updated in both places when the customer updates their billing method.  We are currently using SKIO but I see from Recharge help pages that they have the same issue. It's extremely frustrating and we have lost many clients because of it. The only work around is to cancel their subscription and set up a new subscription for the client not using ShopPay as the processor, we use this method frequently. 

What is Shopify doing to solve this problem of not syncing and is there an update that would allow current subscribers on ShopPay to be billed if we shut off the ShopPay option on our store front.

Thank you.

[SpruceCraftCo]

Also having this problem with ShopPay, and we are using the Appstle subscription app.

[LFoodocracy]

Are you still having trouble with Shop Pay for subscriptions? I'm also having the issue and I've joined a group of shop owners all having this issue on a whats app chat group so that we can compare notes and work towards a solution. Let me know if you want to be a part of the group. Nobody is a developer, just shop owners like us. 

[LFoodocracy]

Still having the issue? I'm so frustrated that I started a petition. I'm going to send this to shopify executives. They need to know that this is a big issue and that it's effecting lots of people. Please sign. 

https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now

[missjo13]

I'm having this problem with Appstle subscription too, so frustrating!

[hollisvalli]

I am having the same issue with appstle subscriptions. Did you ever get to a conclusion on this? Was thinking of also taking shop pay off and manually updating the customers if I have to, but that is SOOO labour intensive for something that was supposed to be automated....!!!

[Clay_Impress]

We're having this same issue with Appstle and customers who have used Shop Pay to check out. The fact that Appstle tells me to talk to Shopify, and Shopify tells me to talk to Appstle makes me insane. 

[missjo13]

Yes I had the same issue!  I managed to get Appstle to talk to the ShopPay team, but the ShopPay didn't do anything to help.  Unfortunately there is nothing that Appstle can do, it's up to ShopPay to fix this issue for Appstle.  I don't have the problem fixed, and just have to call customers to update their payment method and when I do this over the phone, I try not to use ShopPay so the problem doesn't reoccur.  It's very frustrating!

[Clay_Impress]

This is incredibly frustrating. You also cannot currently make it so customers cannot use Shop Pay when placing orders containing subscription items. 

I have added a warning popup when people add subscription items to their cart, and I will reach out to all of our subscribers who are using Shop Pay and ask them to re-purchase their subscriptions with a different payment method. It's absurd that this is necessary. 

[vhcmarketing]

Which app are you using to add the pop-up for subscriptions specifically? We're also having the same issue with Shop Pay and it's driving me nuts!

[Clay_Impress]

It's called Warnify Pro Warnings
https://apps.shopify.com/product-warnings

[LFoodocracy]

OMG this is absurd!  I'm now part of a chat group on Whats App with a couple other shop owners so that we can talk about the issues and share information. If anyone wants to be part of that DM me your Whats App. (don't put it in the thread). I'm on a current support ticket with Shopifyl (at least the 3rd time I've done this) and get this, he tells me yesterday that this is the first time the issue has been reported. I've escalated tickets many times before. I've had both shopify and appstle on group emails with them both just pointing the finger back and forth and then being told that the engineers would look into...they never ever do. I think we need to gather as many voices as possible and get really noisy to make them do something about this.

[AKHomePack]

I am having the same Appstel Subscription and Shop Pay issues. I do not have a solution, but think necessary to add one more voice to the thread in hopes that something can be done. Incredibly frustrating.

[LFoodocracy]

Ok I've had it. I started a petition. I'm going to send this to shopify executives. I'm going to dig around my linkedin, I used to work in tech so I bet I know someone that knows someone. They need to know that this is a big issue and that it's effecting lots of people. Please sign. 

https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now

[LFoodocracy]

I started a petition. I'm going to send this to shopify executives. I'm going to dig around my linkedin, I used to work in tech so I bet I know someone that knows someone. They need to know that this is a big issue and that it's effecting lots of people. Please sign. 

https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now

[LFoodocracy]

Still having the issue with Shop Pay? I'm so frustrated that I started a petition. I'm going to send this to shopify executives. They need to know that this is a big issue and that it's effecting lots of people. Please sign. 

https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now

[Clay_Impress]

I signed. We lost about $2000 in sales yesterday from failed subscription orders, all Shop Pay customers. I've gone round and round with Shopify help on this subject THREE TIMES. Each time, they accuse Apostle, and Appstle says it's a Shopify issue, then Shopify says there's no issue. I'm tired of being gasslit. I've wasted DAYS of my time chasing down customers, trying to convince them to cancel their subscriptions and re-purchase without using Shop Pay. This is insane. 

[LFoodocracy]

It is insane. Appstle did put together a team to pull data and talked to Shop. Shop did admit that it's a known problem and say they are working on it but did not give a timeline. I highly advise going to the help chat, getting yourself connected with customer service rep and then push to escalate the problem to higher level customer service. Provide logs, data, etc. and get them to talk to Shop. I did that and it at least got us heard. I passed on these threads and ones from reddit. They will only prioritize this if they think it will cost them money. You have more subscriptions than I do so your numbers will count for more. Good luck! 

[litlovebox]

The Shop support team says to contact Shopify, Shopify says to contact them or the subscription app. It’s a NO WIN scenario.

[litlovebox]

I am facing the same issue using Appstle and Shop Pay. I am considering turning off Shop Pay completely moving forward as it's been nothing but issues with payments failing because someone has updated their card. I really hope they work to fix this bug.

[LFoodocracy]

I highly advise going to the help chat, getting yourself connected with customer service rep and then push to escalate the problem to higher level customer service. Provide logs, data, etc. and get them to talk to Shop. I did that and it at least got us heard. I passed on these threads and ones from reddit. It takes some work to get past the bot and get customer service to understand that there's a real issue and escalate it, but the more voices that are added, the better our chance of getting them to do something. Good luck!

[daina]

I'm so glad I found this! We're having the same issue and each entity is pointing fingers at the other. My suspicions it's a Shop Pay issue (which so many of you have suggested too).  Does anyone have advice for what to say to ShopPay for support, specific phrases or logs to pull from our end? I'm happy to contact them again with more ammo to look into this.  In the meantime, is it a functional workaround to disable ShopPay and have users pay for subscriptions another way? 

[LFoodocracy]

I spent an entire week going back and forth with them, usually I just give up after a bit of gaslighting but this time I got someone that asked questions and I invested a lot of time to make sure he understood the real issue. I had to send him a couple of screenshots of real examples, customer orders, looking at the failed order messages, etc. The issue is always that they say "oh I see that customer has an incorrect zip code, or didn't do this or that." I kept bringing them back to the point that none of this is in my control and it shouldn't be my problem to educate their customers about their payment program that they clearly have UX issues AT BEST.  I'll cut and paste from a couple of my threads next so that you can pull whatever you want from them. Here's my top advice:  1) bypass the bot and let it know you need to talk to a representative. 2) Once you get that person tell them you've already been through all of the help docs and that this is a larger issue being experienced by many shop owners, you know from threads in shopify community discussions that it's a known issue that shop pay is supposedly working on but it doesn't seem to be a priority. What you want to do is add your information to their ongoing ticket to help them solve this faster and understand the breadth of this issue costing both shop owners and shop pay customers and revenue. I also contacted Appstle, which I've done many many times before and I asked them for any data or information I could share on my help ticket to help escalate the issue. They did collect data and approach shop pay from their end. I keep using their own revenue as the carrot - "you are losing customers who are having a terrible experience with shop pay" - "I'm thinking of disabling shop pay because of this" - "appstle I'm going to start looking at other apps that aren't experiencing this issue."  You have to come across pretty angry or the customer service rep will just try to appease you with some gaslighting, they have to feel like if they don't escalate the ticket and do something it will be a PR disaster they don't want.

[LFoodocracy]

CUT AND PASTE FROM ONE THREAD: First of all let me explain that I'm not really talking about this one example here. There are dozens of them and I'm talking to a lot of shop owners who are having the same issues. To be really clear the issue that we all keep having is: we see a very high rate of payment failures on subscriptions with Shop Pay as the payment method and an incredibly high volume of customer service calls about their shop pay payments. The most common of these complains is that they have checked their payment details and they are all up to date and correct but it's still failing, or they have updated their payment details or even added a new payment method in shop pay out of frustration and it's STILL failing. We send them to the shop pay help center articles explaining how to manage subscription payments. Sometimes this works for them, often not. They report to us that they've done all of the steps and it STILL fails. Unless they have previously purchased something with a method outside of shop pay they are unable to change their subscription away from shop pay and we get many customer service calls on this. Several times per month I have a determined customer that hasn't just given up by now and I personally have to resort to doing things like asking customers to buy something with a different payment method in the store, bypassing shop pay, so that they have a different payment method on file, and then I cancel their subscription, delete their shop pay payment method from their customer account, and then have them re-subscribe using the new non-shop pay payment method. To be clear I lose most of the customers this happens to because it takes a LOT of time and effort on the part of the customer to fix this situation once it happens to them.