Solved

Why can't I add my credit card information on the payment page?

pumpkin0001
Tourist
6 1 2

I keep trying to click on the card number/expires/cvv but it doesn't work and i cant write anything I it,I've tried it in the website and in two different mobile devices, I really don't know what to do

Accepted Solution (1)
pumpkin0001
Tourist
6 1 2

This is an accepted solution.

Hello, my problem solved, but I did it myself, I'm sorry to tell you this but you should know these better than me, I tried what you said and I my language was already on English, and every time I go to SHOPIFY HELP CENTER < contact support < account < plans and billing < chat with use | and I click on "chat with us" the small window that opens keeps loading for 3 seconds and says "an unexpected error occurred". Now after all these problems I just found a very simple way, turn on a usa vpn < go to shopify and add a payment method < turn off the vpn. With the vpn I had no more problem with clicking on the card number/expires/cvv, if your reading this I just had a small question, can I choose monthly on advanced for 3 months for 1$ and after that change it to basic? Is this possible?

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Replies 10 (10)

Summer
Shopify Staff
1326 318 226

Hey, @Pumpkin0001! Welcome to Shopify Community!

 

I'd love to help you add your credit card information to your account so you can select a plan and keep your store up and running. For me to have a better understanding of the issue and to take a closer look at it, could you please share a screen recording or screenshot showing the behavior of the payment method window? 

 

This type of issue can be typically resolved with local troubleshooting, but since the issue persisted on different devices, it may be a more complex concern that needs to be investigated. With that said, before you get back to me with a screen recording, please try to use the Shopify mobile app to add your billing payment method as an extra local troubleshooting step. This may quickly resolve the issue.

 

Let me know how the troubleshooting turns out and feel free to share any information you can about the issue. Thanks!

Summer | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

pumpkin0001
Tourist
6 1 2

Hello,Thank you for responding, here's a video about me trying to choose a plan, I've tried choosing plan with two different credit cards one Mastercard and one Visa, both didn't work, I've tried it in the website but it still didn't work, I even tried to enter the billing address separately while choosing a plan, but still can't enter the card information, if there is a way to do it right I'll appreciate you if you tell me.thanks

Summer
Shopify Staff
1326 318 226

Thanks for getting back to me and sharing this video, @Pumpkin0001! I understand you'd like to select a plan right away, however, please note Shopify Community isn't a live support channel. Our responses are not immediate, however, we do aim to get back to you as soon as possible. For concerns that need urgent responses, you're welcome to create a support ticket and speak with our support team by visiting our Help Center.

 

Now, I took some time to investigate the issue you're experiencing and I was able to find some information regarding it. This is actually a known issue and our Technical Team has seen this happen before. The cause is still being investigated, however, we have gathered that this issue appears to be mainly affecting stores based in Turkey and Italy.

 

In some previous cases, this was resolved by performing local troubleshooting steps. Since local troubleshooting didn't fix it for you, the solution is to temporarily change your admin language from Turkish to English. You can follow the steps below to do this:

 

  1. From your Shopify admin, click your username and account picture.
  2. Click Manage account.
  3. In the Preferred language section, in the Language field, select the language that you want to use from the drop-down menu.

 

Once your admin language is set to English, you can update your billing information. Once that's done, you can then change back your admin language to Turkish.

 

This should resolve the problem. If it doesn't, we'll need to consult our Technical Team about this and find a solution. If the problem persists, please visit our Help Center and chat with the AI assistant to be connected with our support team. If you encounter problems creating a support ticket, let me know and I'll help you out!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

pumpkin0001
Tourist
6 1 2

This is an accepted solution.

Hello, my problem solved, but I did it myself, I'm sorry to tell you this but you should know these better than me, I tried what you said and I my language was already on English, and every time I go to SHOPIFY HELP CENTER < contact support < account < plans and billing < chat with use | and I click on "chat with us" the small window that opens keeps loading for 3 seconds and says "an unexpected error occurred". Now after all these problems I just found a very simple way, turn on a usa vpn < go to shopify and add a payment method < turn off the vpn. With the vpn I had no more problem with clicking on the card number/expires/cvv, if your reading this I just had a small question, can I choose monthly on advanced for 3 months for 1$ and after that change it to basic? Is this possible?

Summer
Shopify Staff
1326 318 226

I'm glad to know you found a solution, @Pumpkin0001! As mentioned previously, the issue is actively being investigated by our Technical Team, so we are still working to determine all possible solutions. I appreciate you sharing your solution here and marking your reply as the accepted solution, as it helps us with our investigation. I'll make sure to share this with our Technical Team.

 

Now, I understand you encountered an issue with creating a support ticket. While the issue with adding your billing information has been resolved, I'd still like to ensure that you're able to contact our support team in case you have any account-specific concerns in the future that require their attention. Could you please try performing the following troubleshooting steps locally to see if any of these allow you to get in touch with our support team? Please attempt to create a support ticket after performing each step:

 

  • Clear the cookies and cache of your browser. After this, completely reboot the browser.
  • Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues.
    If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
  • Ensure the web browser is up to date on the latest version.
  • Try another device, such as another computer or mobile phone.
  • Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
  • Try the Shopify Mobile app
  • Ensure you do not have any firewalls or pop up blockers enabled on your device as these can interfere.

 

Let me know how it turns out!

 

Regarding the subscription plan question, you can certainly select the Advanced plan for the extended "$1/month for 3 months" trial. Before the trial ends, you can downgrade to the Basic plan to ensure you are not charged the full subscription fee for the Advanced plan.

 

Please feel free to utilize this general setup checklist to build your store. Let us know if you have any questions along the way, and we'll be happy to assist you further!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

pumpkin0001
Tourist
6 1 2

Hello, Thanks for the answer about plans, the "an unexpected error occurred" problem solved by turning on a vpn also, i think the problem is from turkey and none of what you said would help, thanks for your time.

shopyfloor
New Member
6 0 0

Please stop with your fake instructions, shopify is purposely being sneaky, and the way this gentleman found to trick that snake was to use a VPN.

shopyfloor
New Member
6 0 0

what a sneaky company thats crazy, the top managers at shopify are real scums thats for sure

Maisara
Visitor
3 0 0

hey Pumpkin, I'm in turkey, and I'm facing the same problem(can't add my card to select a plan) how did you solve the problem? 

pumpkin0001
Tourist
6 1 2

Hey, you told me to send a video format to see what is the problem, I've been waiting for a day, could you please answer I'm really trying to choose a plan