Shop Pay "Payment Method Revoked" - URGENT HELP NEEDED

[ovhrd2732]

Hi, we need URGENT HELP as we are losing subscribers fast due to a payment error.

Starting 2 days ago, many of our subscribers payments have randomly started failing with a payment error "payment method was revoked". They were all using Shop Pay.

We have never encountered this error message before in the last 2 years, and in the last 2 days we've had a large number of different recurring subscription customers have this error, and the rate seems to be increasing.

Many of the customers have had multiple orders using the payment method so there's no reason why these payments should be failing. Under payment info it now says "no payment data available". And the customers state they have not touched their Shop Pay account or done anything to cause this error.

Shop Pay has caused us all sorts of issues, but this is getting silly now. We urgently need your help in resolving this as we are losing subscribers fast if this continues and it's very difficult for us to get through to a Shopify support agent who can help.

If there's anyone who might be able to help or who has access to higher level Shopify support, we would be so grateful.

[ovhrd2732]

Hi - thanks for your reply.

1) We can't disable Shop Pay for subscriptions, because approx 1/3 of all our subscribers use Shop Pay and if we disable it, all of their payments will immediately fail and they'll all manually need to create new subscription contracts which will result in huge churn.

2) We have contacted our subscription app Appstle many times about this, whilst they are the subscription provider, all payments are handled directly by Shopify. It's Shopify / Shop Pay which is providing the payment error "payment method revoked". The only method for fixing the issue on a customer by customer basis, is asking the customer to create a brand new subscription not using Shop Pay but this results in churn as customers lose patience.

3) We want to escalate this to the Payment Engineering team directly, but how do we do this?

[ovhrd2732]

Thank you, this is very helpful, we'll do this