User reports being unable to add a new credit card: the input fields won’t accept details and a lock icon appears. They also can’t reach Support because selecting their store triggers a technical error that bounces them back to the Help Center. A screenshot showing the lock icon was provided.
Shopify staff clarifies the lock icon simply indicates secure, encrypted transactions and does not block input. They note a known issue where credit card fields can be unresponsive depending on the store’s country and the admin interface language, and request those details to investigate.
Suggested troubleshooting steps:
Status: No resolution yet. Awaiting the user’s country/admin language and results of troubleshooting to proceed. Discussion remains open.
When I try to replace my payment method and add a new credit card, page won’t allow me to put any details there and a lock icon appears on the right. I have read the other posts about it and figured that you can resolve the issue by contacting support.
However, when try to get support it puts me to a page where I need to select my store and when I click on my store, it says there is a technical problem and sends me back to help center. Please help me.
How would you do it?
Hey, [email removed]Sotexon!
I understand you’re experiencing an issue when attempting to enter your credit card information. Before you contact support, and I assist you in doing so, I’d love to help you resolve the issue regarding your billing.
Are you referring to the lock icon on the Credit card text box that’s highlighted in the screenshot below? If you are, please note that this is an icon that indicates all transactions are secure and encrypted. If you tap the lock or hover your mouse over it, a text box will appear stating this. To further clarify, it’s not an indication that you can’t enter your credit card information. You should be able to do so even with the lock icon present.
Now, do you mind telling me which country your store is located in and what language your admin is in? There’s a known issue regarding unresponsive credit card information fields, and it’s related to a store’s country and admin’s language. I’d like to investigate and confirm if this is the issue you’re experiencing, so please let me know as soon as you can.
Before you get back to me, I recommend performing some local troubleshooting steps to rule out or confirm the possibility of this being a local issue. Please try the following steps and see if you can enter your credit card details after performing each one.
Feel free to reply to this post to update me on the outcome of the troubleshooting and share your country and admin language, so I can look into this issue. Looking forward to hearing from you!
