Shopify API fails to create recurring payment due to internal Shopify error

Shopify Apps
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Topic summary

A Shopify app developer is experiencing a critical issue preventing customers from upgrading subscription plans, resulting in daily revenue loss.

Core Problem:

  • API calls to create recurring charges fail with “Internal error. Looks like something went wrong on our end”
  • Multiple request IDs provided (2d408c61-7a73-4be3-9a76-ebc4e60c52f4-1733416099 and others)
  • One customer attempted the upgrade 6 consecutive times without success

Technical Details:

  • Developer is using the latest Shopify API version
  • Error occurs in ShopifyBillingService when creating recurring charges
  • The developer successfully tested the functionality themselves, suggesting intermittent server-side issues
  • Tested both with and without discount codes - both scenarios worked in testing but fail for actual customers

Support Experience:

  • Developer reports frustration with Shopify support repeatedly asking for information already provided
  • Issue has been ongoing for at least a week

Status: Unresolved. The developer is seeking community help as official support channels have been unproductive. The intermittent nature (works in testing, fails in production) suggests a potential Shopify infrastructure issue rather than code problems.

Summarized with AI on November 3. AI used: claude-sonnet-4-5-20250929.
1

Hi,

Can someone please help me resolve this issue? My customers cannot upgrade plans, and I lose money every day.

I begged Shopify support to help me resolve this issue, but they continued asking meaningless questions when I had already provided all the necessary information a week earlier. Something is deeply wrong with Shopify support; they don’t make sense and keep asking questions without even referring to the data you’ve given them, like some AI with deeply rooted bugs.

Please help me solve this issue.

Error: Internal error. Looks like something went wrong on our end.
Request ID: 2d408c61-7a73-4be3-9a76-ebc4e60c52f4-1733416099 (include this in support requests).
Request ID: 60245e79-4672-4a19-ad17-c0ffaaf87901-1733416078 (include this in support requests).
Request ID: 54842416-e877-470e-ad36-8b372792fabb-1733416076 (include this in support requests).
Request ID: a6ccc723-faf1-4dc7-8862-912f79824098-1733415421 (include this in support requests).
Request ID: 1ccd96df-e4d9-4821-9777-9484401c25a9-1733415329 (include this in support requests).
Request ID: c30441da-2fc3-46b0-96b7-46a36e02a378-1733415315 (include this in support requests).
Request ID: cff88f79-8a47-4933-bbfb-e09df1b49f21-1732053497 (include this in support requests).
Request ID: 8ab695c4-f2e5-4a09-a8f0-7c8a04c1db06-1731684953 (include this in support requests).
Request ID: 70035350-9c62-43f4-a9dd-0a097a9f967a-1731684010 (include this in support requests).
2

Thank you so much.

The only error message I get from Shopify is: “Internal error. Looks like something went wrong on our end.”

Here is the full stack trace:
2024-12-05 18:28:19.362 2024-12-05T16:28:19.362734462Z stderr F [Nest] 1 - 12/05/2024, 4:28:19 PM ERROR [ShopifyBillingService] Failed to create recurring charge for plan growth
2024-12-05T16:28:19.362925859Z stderr F Error: Internal error. Looks like something went wrong on our end.
2024-12-05T16:28:19.36294627Z stderr F Request ID: 2d408c61-7a73-4be3-9a76-ebc4e60c52f4-1733416099 (include this in support requests).
2024-12-05T16:28:19.362952338Z stderr F at ShopifyBillingService.createRecurringApplicationChargeRequest (/home/node/shopify-app-server/dist/shopify/billing/shopify-billing.service.js:130:19)
2024-12-05T16:28:19.362965141Z stderr F at process.processTicksAndRejections (node:internal/process/task_queues:95:5)
2024-12-05T16:28:19.36297006Z stderr F at async ShopifyBillingService.createAccountPlanUpdateRequest (/home/node/shopify-app-server/dist/shopify/billing/shopify-billing.service.js:36:20)

3
  • Yes, I use the latest Shopify API. I even tried it myself, and the recurring payment worked without an issue, so I thought it might be a temporary issue in Shopify servers, but I need clarification. I had a customer who wanted to change plans and tried to do it 6 consecutive times, giving him the same error.
  • I added a plan discount, but a discount was not used when changing these plans. Again, I’ve tested it, and it worked with and without a discount.
  • No other error message, just the ones I showed with the Log ID that can only be tested by Shopify Support.

Thank you so much for making this effort.