Cannot add credit card as a customer after deleting it from payment option

Payments + Shipping & Fulfilment
1

Hi, sorry if I am asking the question in the wrong forum: this is about using Shop Pay as a customer. I added my credit card to my Shop Pay payment option successfully but accidentally deleted it afterwards. So I tried to add the same card again but this time I received error saying “There was an error adding this card” and I could not add the card anymore. The information on the card is correct (therefore I was able to add it in the first place).

Also wanted to add that this was not when trying to make a purchase at any specific store, I was simply trying to manage my payment options on https://shop.app/pay/account#/

Thanks for any help:)

2

Hi, @chilioil !

Thanks so much for your post, I’m happy to look into this with you.

Usually, the “There was an error adding this card” message occurs for one of the following reasons:

  • Typo/incorrect card information.

  • Unsupported card, such as a prepaid card.

These are the card requirements for Shop Pay:

  • Must be a Visa, Mastercard or Amex or other card supported by the retailer that you’re buying from.

  • Must be a supported debit or credit card (some debit and prepaid cards aren’t guaranteed to be accepted. Also, with Shop Pay Installments, cards issued by Capital One are not accepted. This is due to their own policies regarding installments’ payments).

  • Must be capable of making online purchases and may need to have been activated prior to use.

  • Must have billing details which match what the bank has on file.

If you’ve confirmed that your card is supported, I recommend trying again (double checking that all the information is correct). If you still receive the same error message, you can contact our Shop team directly, and let them know you’ve verified all of the above and they’ll investigate.

Please let me know if you have any other questions!

3

Thanks, yes I double checked the information - as I said the card was able to be added at first, and I only started seeing the error when I accidentally removed it and tried to add it back.

4

Thanks for confirming that, @chilioil ! That definitely is odd and I’m not able to tell exactly what the issue is without accessing your account, but if you report the issue to our Shop Specialists they’ll be happy to work with you and figure out what’s causing it!

Please let me know if there’s anything else I can help you with.

5

Hi, I would like to update that after retrying to add the card with the same information it went through successfully, perhaps there was a transient error somewhere in the system. Thanks to everyone who has replied :slightly_smiling_face: