Shop Pay quite simply sucks when it comes to subscriptions and I’m trying to figure out how on earth to get someone on the phone to discuss this. I’ve tried the shopify customer service folks and they are no help at all and months later nothing has been changed. How do I launch a complaint they’ll actually see? They are costing me TONS of customers and I’m spending TONS of time dealing with customer service calls because when a credit card is expired in Shop Pay they make it really hard for the customer to update the card and have the update apply to their subscription. Further they make it very difficult for the customers to switch their payment method away from Shop Pay. We’ve found that I have to cancel their subscription and have them re-sign up (which screws up my analytics and is a customer service nightmare). I seriously want to just get rid of shop pay at this point because it’s such a huge PITA.
Topic summary
Shop Pay’s subscription functionality is causing significant operational problems for merchants. The core issue centers on expired credit card management:
Primary Problems:
- When customer credit cards expire, Shop Pay makes it extremely difficult for customers to update their payment information
- Updated card details often fail to apply to existing subscriptions
- Customers cannot easily switch away from Shop Pay to alternative payment methods
Current Workaround:
Merchants must cancel existing subscriptions and have customers re-subscribe, which disrupts analytics tracking and creates additional customer service burden.
Support Response:
Multiple merchants report frustration with Shopify support, describing circular responses where Shop Pay issues are attributed to third-party apps (like Appstle), while support asks numerous questions without providing solutions.
Merchant Actions Being Considered:
- Removing Shop Pay as a payment option entirely
- Creating a petition to document affected merchants
- Forming a WhatsApp group to coordinate complaints and share information
The discussion remains unresolved, with merchants expressing disappointment that Shopify isn’t addressing what they view as a widespread issue with their own payment product.
Same issue here! Very much over the time I’m spending trying to get to the bottom of this! Costing me time and customers due to the same issue as @LFoodocracy 's ! The appstle app says its a shop pay issue - shopify support asks a million questions and does nothing. I think we will try to remove shop pay app as an option for our store now as it doesn’t seem like anyone at shopify cares to do anything about this issue which is disappointing as they own Shop Pay!
I feel the same, nothing is done, they act like I’m the only person having this issue and they do nothing but point fingers. There are also redit threads. Maybe I could start a petition of some sort to collect the information so that they will finally see what a huge issue this is. I’m trying to collect as much information as I can on one ticket about the amount of people being effected so that collectively we can make an impact. If you want to join our whats app group DM me your what’s app and I’ll add you.