Cannot Add Credit Card (Lock Icon Appearing)

[Anss_sap]

Dear Experts,

In the Admin -> Settings-> Billing, I am adding the Payment Method as Credit Card and it is showing me "LOCK" Icon as shown in the attachment. Because of this, I am unable to enter the Credit Card Information.

I tried to Clear the Cache, Cookies and History and even Logged out of the account and then re-logged in but still the same. 

Please help out!

[Anss_sap]

Dear Colleagues,

Looking forward for your expert advice to resolve this issue. My free trial is about to end.

Regards.

[Victoria]

Hi, @Anss_sap.

Thanks for reaching out to the Shopify community and sharing your question here!

 I understand that you're currently in your free trial period and are looking to add a payment method within your Shopify admin, Settings > Billing section. You mentioned that you've tried clearing your cache and cookies and logging in/out of your account but the issue still persists. Rest assured, I'll do my best to point you in the right direction to receive assistance.

With regards to you not being able to add a payment method due to the lock icon, I recommend getting in touch with our support via the Help Center. This will be the next best step as we are unable to authenticate your account or provide account-specific information via our community forums. Our support team will be able to take a closer look at your Shopify admin and account settings to provide you with a resolution.

I'll share the steps below for better visibility on how to get in touch with our support team.

How to contact Shopify Support:

• Navigate to our Help Center and log into your store.
• Select a topic from the ones provided. You'll want to select Account.
• On the following page, select Plans and billing.
• Scroll down to the very bottom of the page where you'll see our available support options under Get Support.

Please let us know if you have any other questions or need help accessing the help center.

I'd love to hear what kind of online business you're starting? You mentioned that you're nearing the end of your free trial and I wanted to share some resources with you to help you get started. Our New to Shopify Checklist can help you set up each area of your store such as shipping settings, business information, choosing a domain and much more.

Lastly, I'd like to share our Shopify blog resource on How to build your own brand from scratch in 7 steps. This resource can guide you in finding your target audience, curating your brand's logo and colour scheme and applying your branding across your business.

I hope this helps!

[Anss_sap · Accepted solution]

Hello Colleagues,

The issue got resolved by creating a support ticket from the Store. The help center consultant resolved the issue.

[Victoria]

Thank you @Anss_sap, for letting us know our support team has helped you resolve your previous payment option issue. I'm happy to hear the steps we've shared to contact support are clear and concise.

If you have any further issues that are not account-specific, I'll be able to answer them here.

[Joejoesumajr]

How to create a support ticket? I’m having the same issue please help 

[Victoria]

Hi, @Joejoesumajr.

Thank you for joining the thread and sharing your question.

I'll share the steps and screenshots below so that you're able to create a support ticket and connect with our team. 

How to contact Shopify Support:

• Navigate to the Shopify Help Center and log into your store.
  
• Select a topic from the ones provided that best suits your concern.
  
• Depending on the topic you chose, you may have to choose a subtopic.
• On the following page, scroll down to the very bottom of the page to view our available support options. The support options will be displayed under Get Support.
  

Let us know if you have any questions or need help navigating the help center.

I hope this was helpful to you!

[kreasphere]

Hi there,

I have the same problem about credit card screen and when i try to connect to the live support, there is an error message.

Please help me about it.

Thanks!

Emre

[Victoria]

Hi, @kreasphere.

Welcome to the Shopify Community and thank you for joining the thread!

Could you share what steps you have taken to add your payment method? Could you also provide more context on the error message you're receiving when contacting support? Please feel free to share a screenshot of the error message so we can troubleshoot together.

I look forward to hearing back. 

[ElainaDouglas]

Hey there! I know you posted this a while back, so you may have already gotten this sorted out, but I wanted to provide some advice just in case. It's possible that the domain you used for is blocking the info. Have you tried using a different domain? That might help get that credit card info through. If that doesn't work, it's possible that your browser is freezing or a window might be bugging out. You can try switching browsers or clearing your cache but sometimes the fix is a little more in-depth. It's possible that there are security blocks in place. Firewalls, antivirus software, and other security measures can block access to sites. Try whitelisting the domain and seeing if that helps. Btw, using Vclub new domain could alos be a solution here. Hope this was helpful, and all the best!

[İllustratore-ə]

Dear Victoria,

I'm having the same problem and trying to contact with help center but they said there's an internal problem and it's temporarily not working.

Now what should I do I want to complete my profile so that  I can to the next step...

[Victoria]

Hi, @İllustratore-ə.

Welcome to the Shopify Community!

Could you confirm if you've tried using an incognito window or using a different browser when trying to add a credit card on file?

In regard to the Help Center, I would like to advise that our developers are aware of merchants receiving error messages when trying to contact support. Our team is actively working to produce a solution. Once the issue is resolved, I'll be sure to update this thread.  

[İllustratore-ə]

Thanks for your concern....

[İllustratore-ə]

Hi Victoria 

i am  glad you respond me . you solved my problem , I am so thankful to you...

[OmarKhalil]

Hi Victoria,

In the Admin -> Settings-> Billing, I am adding the Payment Method as Credit Card and it is showing me "LOCK" Icon as shown in the attachment. Because of this, I am unable to enter the Credit Card Information.

I tried to Clear the Cache, Cookies and History and even Logged out of the account and then re-logged in but still the same. 

Please help out!

[Victoria]

Hi, @OmarKhalil.

Welcome to the Shopify Community, and thanks for joining the thread. 

Could you share a screenshot of the lock icon and specific section you're referring to? Please ensure you're not sharing any sensitive information in the screenshot.

In the meantime, could you try using a different browser or incognito/private window to see if the issue persists?

Let us know if the above options have helped.