Need Help. **Domain Renewal Failed**

Mofireman
New Member
1 0 0

So I'm getting emails on my domain renewal failing.  "We were not able to initiate the renewal of your domain.  Please ensure your billing information is up to date."

 

From what I can see, the credit card on file is still current, my address and all other billing info is the same, so I'm not sure whether this is a mistake on Shopify's end or if I'm missing something.  Can anyone provide some input? 

 

Flashpoint-woodworks.com

 

Thanks, Jeff

Replies 7 (7)
Bo
Shopify Staff (Retired)
1751 195 450

Hey there, @Mofireman 

 

Bo here from Shopify Support! 

 

In my experience, when this happens, our system can be trying to charge the card that was used when the domain was purchased as opposed to the current card that you have on file for your subscription. In cases like this, you will need to contact our support team so that we can put through the renewal charge for you manually. I am going to reach out to you via email to authenticate you as the owner of the account. Once you email back I will be able to put that charge through for you or escalate it to our billing team if needs be. 

 

Speak to you soon,

Bo

Bo | Retired Staff Member

Hobby-shop
Tourist
8 0 0

@Bo 

very important * we need help too * . For us the failure of domain renewal is cause by 3D authorization. In the email was wrotten *Your domain couldn’t be auto-renewed because 3D Secure verification is required to process the payment*. We have set up also another payment method (Paypall), without success because we don't see the failure bill in billing history and also in the email of failure payment there is not the button to click to request 3D secure manually as usually. Please help us, to pay this bill is vital for our shop, we have no answer to our email posted to billing support from one day.

Bo
Shopify Staff (Retired)
1751 195 450

Hey there, @Hobby-shop 

 

Thank you for reaching out regarding this. I can see that you were in touch with our Support Team directly and that they were able to get this resolved for you. That was the correct course of action. If you have any further queries regarding this, please do respond to ticket 20696769 directly. 

 

All the Best,

Bo

Bo | Retired Staff Member

Hobby-shop
Tourist
8 0 0

@Bo 

thanks very much for your interesting, yes the auto-renew of domain should be ok now, we are waiting for the green label, actually is in status *setup in progress*

lulotexas
New Member
2 0 0

I am having the same problem.  I also cannot figure out how to contact anybody human via phone or email.  Please contact me as I do not want my website to go down.  Thank you Heather Armstrong HKHudgens@mac.com

Bo
Shopify Staff (Retired)
1751 195 450

Hey there, @lulotexas 

 

Bo here from Shopify Support! 

 

I am really sorry to hear that you are experiencing this issue, I can understand how this would be stressful for you. I will be reaching out to you via email directly to authenticate you as the owner of the account and get the appropriate team to look into this and update this for you. I will need you to respond to that email directly confirming the myshopify.com address of your store as well as some other authentication information as per my email instructions.

 

When it comes to time-sensitive, account-based issues it is always best to reach out to Shopify Support in a more direct manner.  If you go to this page and click Contact Support you will be prompted to either login or continue without a store. Once you have selected an option you will be asked to ask about a topic. Search for your query and relevant help docs will populate as well as the option to proceed to live chat or email. I’ve made this quick video here to show you how. You can also reach our Support team @ShopifySupport on Twitter or through Messenger on Facebook here

 

Al the Best,

Bo

Bo | Retired Staff Member

Alex303
New Member
1 0 0

Hello sir

my domain renewal failed on october 15th because of visa 3D secure issue.

how can i renew it now ?

I dont see any ways to make thé paiement on Shopify website.

can you help; ii am about to publish my store but my domain doesnt work.

Domaine name is :  shabazdesign.com 

Thanks for your help.