Billing problem - Unable to pay subscription

AceofGold
Visitor
3 0 0
Hello,
 
I´m trying to pay the subscription for my website but it seems like no matter what payment method I use (and I
used a few diferent ones) "Unable to resolve all outstanding invoices with the selected payment method. Please try again or use a different payment account or method".
 
I´ve followed all the steps and make the payment confirmation on my homebanking and everything works well. I have more websites on this shopify account, used the same cards to pay for the other websites subscriptions whithout any problems only for this website the payment don´t work. My website is already inactive due to billing problems and I dont know what to do since the origin of the problem is not on my side but on shopify´s end. Can anyone experienced a similar issue?
 
Can anyone have a solution for this?
 
Regards, 
Replies 11 (11)

Victoria
Shopify Staff
2094 148 247

Hi, @AceofGold.

 

Thanks for posting to the Shopify Community!

 

I understand that you're attempting to pay your subscription plan for your current store but are receiving an error message. You mentioned that this same payment method is used on additional stores you have, and you're able to pay your bill successfully. 

 

To gather further insight, could you clarify what payment method you're using to pay your bill? When it comes to paying your bill(s) on Shopify, the following payment methods are accepted:

 

  • a valid credit card from Mastercard, Visa, or American Express
  • a debit card that is co‑branded with Mastercard, Visa, or American Express
  • Shopify Balance in some regions
  • PayPal in some regions

 

Following that, below are reasons why your payment method may not be accepted:

  • Your payment method might be rejected if you aren't using a valid credit card from Mastercard, Visa, or American Express to pay your Shopify bills.
  • If you use a debit card, then it must be co‑branded with Mastercard, Visa, or American Express. You can't use debit cards that are not co‑branded.
  • Your credit card needs to allow for recurring payments in USD or in a supported local currency.
  • If you're billed in USD and aren't located in the United States, then your credit card needs to have international capabilities.

 

If you've confirmed that your payment method meets the above criteria, I would suggest contacting your bank/payment provider to ensure there are no issues on their end. I'd also double-check that you're entering the correct credentials when typing in your payment method.

 

I hope this helps!

Victoria | Shopify 
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Austorgskin
New Member
6 0 0

Hi

I have same issue as guy above, did everything support guy suggested to no avail. Updated bank details , checked on my end with bank no issues. Still getting emails from Shopify saying can’t take payment and my site will be frozen. If this can’t be resolved then I leave Shopify due to lack of customer support and support contact sucks. No phone number, no email , no 24/7 chat you say you have but takes you to an info page instead. Bad business practices I say. 

Victoria
Shopify Staff
2094 148 247

Hi, @Austorgskin!

Welcome to the Shopify Community, and thanks for being part of the thread.

I'm sorry to hear you're running into the same issues as mentioned above. We appreciate you trying each troubleshooting method to rule out any issues. 

Our Support team can definitely take a look to see what the root of the issue is, seeing as you've already contacted your bank. In order to get account-specific assistance, you'll need to go through the Shopify Help Center to create a support request. To make the process smoother, I'll share the steps you need to follow below.

How to contact Shopify Support:

- Head to the Shopify Help Center.
- Type your question to the Help Center Assistant on the right-hand side of the screen.
- Next, click I still need help.
- After clicking this you should then be presented options to Connect with a Support Advisor.

If you have any issues with this process or require some help, please share your questions in this thread.

Thanks!

Victoria | Shopify 
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Austorgskin
New Member
6 0 0

Hi Vitoria 

thanks for your help , I am trying to do what you sent but keeps bringing me this screen 

how do I get to extra support ?? 

 

Austorgskin
New Member
6 0 0

Can’t seem to get this 

Next, click I still need help.
- After clicking this you should then be presented options to Connect with a Support Advisor.

Victoria
Shopify Staff
2094 148 247

Thanks for following up, @Austorgskin.

 

Could you please share a screenshot of your view and I can walk you through the steps?  

Victoria | Shopify 
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Austorgskin
New Member
6 0 0

Austorgskin_0-1709621272566.png

 

Victoria
Shopify Staff
2094 148 247

Thanks for sharing that.

 

I can see you're viewing the Help Center from mobile. You'll need to type your question where it says 'Ask assistant anything.' I've tested this out on my end. Could you try following what I've typed in this screenshot to see if you get the same results?

Victoria | Shopify 
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Austorgskin
New Member
6 0 0

Thanks Victoria for your help, I spoke with Jean in support, but he needs to speak to billing in morning and will email me. If I still have any questions I will let you 

Austorgskin
New Member
6 0 0

Hi Victoria 

o haven’t heard back from jean or billing team from last nights conversation with you both. 
can you please see what’s happening for me ? 

Shay
Shopify Staff
2840 442 579

Thanks for following up with us about this. It can take up to 2-3 business days for an escalated support team to get back to you. Occasionally, it can be longer depending on the volume of support requests they might have. 

 

If you are looking for an update on your ticket you can reach back out to our support team via our Help Center once more. 

Shay | Social Care @ Shopify 
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