We would like to disable ShopPay from our storefront.
Can you please tell me if Shopify has created an update that would allow our subscription customers currently using ShopPay to continue to be billed if we decide to disable ShopPay from our storefront?
We constantly have customers reaching out to us with problems updating their payment information. Either they get into a loop and can’t update the information or they update it but the payment method fails, even though the client has used the card for many other purchases. 100% of the time these customers with problems updating their payment information are using ShopPay.
It seems there is a significant problem with ShopPay syncing with the subscription apps so the payment information is not updated in both places when the customer updates their billing method. We are currently using SKIO but I see from Recharge help pages that they have the same issue. It’s extremely frustrating and we have lost many clients because of it. The only work around is to cancel their subscription and set up a new subscription for the client not using ShopPay as the processor, we use this method frequently.
What is Shopify doing to solve this problem of not syncing and is there an update that would allow current subscribers on ShopPay to be billed if we shut off the ShopPay option on our store front.
Thank you.
2 Likes
Also having this problem with ShopPay, and we are using the Appstle subscription app.
3 Likes
I’m having this problem with Appstle subscription too, so frustrating!
1 Like
I am having the same issue with appstle subscriptions. Did you ever get to a conclusion on this? Was thinking of also taking shop pay off and manually updating the customers if I have to, but that is SOOO labour intensive for something that was supposed to be automated…!!!
3 Likes
We’re having this same issue with Appstle and customers who have used Shop Pay to check out. The fact that Appstle tells me to talk to Shopify, and Shopify tells me to talk to Appstle makes me insane.
3 Likes
Yes I had the same issue! I managed to get Appstle to talk to the ShopPay team, but the ShopPay didn’t do anything to help. Unfortunately there is nothing that Appstle can do, it’s up to ShopPay to fix this issue for Appstle. I don’t have the problem fixed, and just have to call customers to update their payment method and when I do this over the phone, I try not to use ShopPay so the problem doesn’t reoccur. It’s very frustrating!
1 Like
This is incredibly frustrating. You also cannot currently make it so customers cannot use Shop Pay when placing orders containing subscription items.
I have added a warning popup when people add subscription items to their cart, and I will reach out to all of our subscribers who are using Shop Pay and ask them to re-purchase their subscriptions with a different payment method. It’s absurd that this is necessary.
2 Likes
Which app are you using to add the pop-up for subscriptions specifically? We’re also having the same issue with Shop Pay and it’s driving me nuts!
1 Like
OMG this is absurd! I’m now part of a chat group on Whats App with a couple other shop owners so that we can talk about the issues and share information. If anyone wants to be part of that DM me your Whats App. (don’t put it in the thread). I’m on a current support ticket with Shopifyl (at least the 3rd time I’ve done this) and get this, he tells me yesterday that this is the first time the issue has been reported. I’ve escalated tickets many times before. I’ve had both shopify and appstle on group emails with them both just pointing the finger back and forth and then being told that the engineers would look into…they never ever do. I think we need to gather as many voices as possible and get really noisy to make them do something about this.
Are you still having trouble with Shop Pay for subscriptions? I’m also having the issue and I’ve joined a group of shop owners all having this issue on a whats app chat group so that we can compare notes and work towards a solution. Let me know if you want to be a part of the group. Nobody is a developer, just shop owners like us.
I am having the same Appstel Subscription and Shop Pay issues. I do not have a solution, but think necessary to add one more voice to the thread in hopes that something can be done. Incredibly frustrating.
1 Like
Ok I’ve had it. I started a petition. I’m going to send this to shopify executives. I’m going to dig around my linkedin, I used to work in tech so I bet I know someone that knows someone. They need to know that this is a big issue and that it’s effecting lots of people. Please sign.
https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now
I started a petition. I’m going to send this to shopify executives. I’m going to dig around my linkedin, I used to work in tech so I bet I know someone that knows someone. They need to know that this is a big issue and that it’s effecting lots of people. Please sign.
https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now
Still having the issue? I’m so frustrated that I started a petition. I’m going to send this to shopify executives. They need to know that this is a big issue and that it’s effecting lots of people. Please sign.
https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now
Still having the issue with Shop Pay? I’m so frustrated that I started a petition. I’m going to send this to shopify executives. They need to know that this is a big issue and that it’s effecting lots of people. Please sign.
https://www.ipetitions.com/petition/shop-pay-sucks-fix-subscription-issues-now
1 Like
I am facing the same issue using Appstle and Shop Pay. I am considering turning off Shop Pay completely moving forward as it’s been nothing but issues with payments failing because someone has updated their card. I really hope they work to fix this bug.
1 Like
I signed. We lost about $2000 in sales yesterday from failed subscription orders, all Shop Pay customers. I’ve gone round and round with Shopify help on this subject THREE TIMES. Each time, they accuse Apostle, and Appstle says it’s a Shopify issue, then Shopify says there’s no issue. I’m tired of being gasslit. I’ve wasted DAYS of my time chasing down customers, trying to convince them to cancel their subscriptions and re-purchase without using Shop Pay. This is insane.
It is insane. Appstle did put together a team to pull data and talked to Shop. Shop did admit that it’s a known problem and say they are working on it but did not give a timeline. I highly advise going to the help chat, getting yourself connected with customer service rep and then push to escalate the problem to higher level customer service. Provide logs, data, etc. and get them to talk to Shop. I did that and it at least got us heard. I passed on these threads and ones from reddit. They will only prioritize this if they think it will cost them money. You have more subscriptions than I do so your numbers will count for more. Good luck!
I highly advise going to the help chat, getting yourself connected with customer service rep and then push to escalate the problem to higher level customer service. Provide logs, data, etc. and get them to talk to Shop. I did that and it at least got us heard. I passed on these threads and ones from reddit. It takes some work to get past the bot and get customer service to understand that there’s a real issue and escalate it, but the more voices that are added, the better our chance of getting them to do something. Good luck!
