Payments not processing for subscription products

Shopify Discussion
1

Hello

We sell products with one-off and subscription purchase options. In the last few days, payments have stopped processing for subscriptions

In the Checkout, when you go to Pay Now, the wheel spins and nothing happens

We’ve tried on different devices, browsers and credit cards but the same result

If we choose any one-off purchase option, everything works fine. The Pay Now button processes the order.

It’s stopping us taking orders! Does anyone have any idea what’s going on and how to resolve this?

The subscription app is Appstle but their support said it’s outside their scope and couldn’t help

Thank you

Dom

Screenshot 2024-01-22 at 15.54.31.jpg
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2

@Dom51 Can you send a video of your test? I’m hesitant to test this becuase I don’t want to click that “Pay now” button myself. Thanks

3

Hi Leysam. Thanks for replying. Please find a link to the video

When you click Pay Now the wheel just spins and nothing happens. I know the credit card is fine because i can purchase one-off products in the same shop, just not the subscription option.

https://www.dropbox.com/scl/fi/bajj9kng79dod5ktoymcr/Payment-attempt.mov?rlkey=38ejgtg4o8t4vomgbsh4r8ijp&dl=0

4

We are having the exact same problem at my store. Have contacted 3 different Shopify help center representatives and got 3 different responses:

  1. first one said it is indeed a more generalized incident affecting multiple stores

  2. said it had something to do with the set up of shipping/delivery

  3. said it was likely the subscription management app (Seal subscriptions) and therefore they had limited visibility to address the issue

Since, I have switched temporarily my subscription management platform and the issue remains…same situation, for one time purchase products everything is processed fine but for any kind of subscription products the wheel turns but the page stays the same and no errors are shown in any of the fields. Unsure where to go from here…currently in line for another help center representative chat but not hopeful…

5

Hi Andy. Nice to hear i’m not alone!

I’ve been dealing with Shopify for 2 days and it’s been progressively escalated.

I tried 2 different subscription apps: Appstle (what we use) and Seal (what we used in the past). Both had the same issue, so i don’t think it’s an app issue.

We’ve been doing our own digging and i think the problem for us has to do with the ‘local delivery’ option in shipping. That’s our primary way of servicing customers. If i remove the local delivery and switch to pick up, the subscription payments process fine. Is that the same for you - do you use local delivery?

6

Just had the same realization over here!! Yes, local delivery - once I turned it off and set up the delivery profile on the subscription management app it processed test orders.

7

Great, sounds like you got it working? I can’t find how to do that with Appstle. Did you do that with Seal?

In the meantime, I’m waiting to hear back from Shopify and will post any update here.

8

I have shopify on the chat, sent them a video w local delivery where it didn’t process and another without that did. Currently waiting response from their tech team.

I had Seal originally - that one allowed me to do a delivery rate but not to the level of detail (zip codes) that I had on the Shopify local delivery settings. Throughout this ordeal I also installed Ongoing subscriptions and that also seems to set up a delivery zone but same situation, not as detailed.

9

We’re in the same boat. The delivery profile in the subscription apps only go to the region which was not at all ‘local’. Let me know how you go with your ticket. I’ve notified Shopify of this thread so they can see it might be a wider issue

10

…seems like this is now working. Same for you?