I cannot pay my subscription by PayPal or credit card due to a problem with Shopify. My site has been down for over 24 hours as I wait for someone from billing to contact me. This is very poor as I just want to pay my account. I have had numerous support chats advising some one from billing would email me back. Still no contact. How hard can it be to just fix the error from their end that is stopping my payment from processing. My bank in Australia has assured me it is not as a result of my card. Therefore the error is with Shopify. I paid for 12 months with my old site and now have a new site that I also want to pay annually. I must still have credit due on the site that has been deactivated. How long do I wait before I look as changing to another web site provider?
Hi, @JenLouBBQ .
That definitely sounds like a frustrating situation.
Can you tell me more about what the error is you mention? We don’t currently have any known issues on our end regarding payment errors. Is it possible you are attempting to pay your bill using a prepaid credit card? If so, that would be the reason. Our system only accepts traditional post paid credit cards, not prepaid.
In regards to our billing team responding to the escalation, it is not because of the difficulty of the tastk, but the current queue of tickets. We absolutely do our best to respond to tickets as soon as possible, however the tickets are responded to in the order in which they are received.
That being said, if you can tell me more about the error you are experiencing I can provide additional support.
I cannot believe I cant pay my bill. This is hurting my business. I need
help
ticket number
This is regarding prorated credits to be transferred as well as the store
currency being INR not USD.
See copy of chat.
Copy of chat . Been referred to billing day ago. Its very poor service.
19:27 Karine (Support Advisor): I can see that the ticket has been updated
today in regards to a follow up/update on the ticket. Its currently been
forwarded to our Billing team and someone will be getting back to you as
soon as they can
19:29 Sri: Okay it means still it’s not changed ? For store currency
19:30 Karine (Support Advisor): No, the ticket has not been actioned yet.
You’ll be getting an email once someone has an update to this email:
jenni@barbequesandmore.com.au
19:31 Karine (Support Advisor): In your email, after that interaction ended
with Tin, you can reply to the transcript that was sent to you and all your
replies will be reflected on the ticket that is now with the billing team
19:32 Sri: Okay please action with ticket as my client store were frozen by
days
19:32 Karine (Support Advisor): I can reassure you the ticket is currently
with the team and will be addressed as soon as possible Sri
19:32 Sri: We need to fix this asap to get back our store live
Hi, @JenLouBBQ .
To confirm, is the issue that your store’s bill is in USD and not INR? If so, you will need to wait for the response from our billing team. This is roughly between 3-5 business days and does not include weekends. As mentioned, we wish there was a faster turn around time, however this is due to the current queue that our escalated team has in front of them.
I also see you didn’t mention if you are using a prepaid or postpaid card. Can you confirm that the card you are using is postpaid? Prepaid cards will not work.
In regards to receiving transferred credits, currently this is not something Shopify provides. Any credits received must be used by the account which receives them.
In the future, if you notice your bill on a client’s store is in the incorrect currency, please reach out as soon as possible. This will prevent the store from being frozen due to nonpayment. When a payment fails we try for roughly 2 weeks to continue to bill the store while still keeping the store active. If after 3 failed payment attempts the payment fails we then freeze the store.
Additionally, if the issue is not resolved and two weeks of failed payment is approaching, you can reach out to our advisors to have your billing period extended. Unfortunately, once the store is frozen there is nothing further we can do.
Lastly, please note I did remove your ticket number from your post to maintain account security. Please note, only our live support advisors can access tickets and specific accounts.
Hi,
Yes, it’s maybe the issue. The actual problem is invoice was generated on July 5th while the new store creation is in INR currency and that bill is not getting paid on Australia Credit cards or Paypal payment methods. The store account currency was changed to USD; another invoice was generated on 4th August and paid with an Australia Credit card.
Have asked with support chat to change the currency in the 5th July invoice from INR to USD but the support team said it’s not possible to change in already generated invoices. Please change our store account currency to INR to add an Indian Credit Card to pay the bill or else let us know which payment method is possible to make the payment for the bill.
Every time we see this error when we make a payment with any option:
“Unable to resolve all outstanding invoices with the selected payment method. Please try again or use a different payment account or method.”
We need to get back our store live asap. We are waiting for a longer time to fix this payment for the bill.
Hi, @JenLouBBQ .
I do apologize but I am having trouble following as you are mentioning two stores. Are two stores not able to make payment? Or, only one? Please note, even if the Account Owner’s are the same, the store’s are completely separate accounts and the billing between the two is not shared.
Can you please clarify if the card you are using is post paid, or prepaid? Post paid meaning the balance of the card is paid at the end of the month, where prepaid funds are added at the beginning. This information is extremely important.
The information provided that the store’s billing currency can’t be changed after the bill is invoiced is incorrect. This can be done on a case by case basis. The currency can be changed, however, only certain regions are able to utilize this. If your store’s address is in Australia then currently your store doesn’t qualify.
In order to pay your bill without changing the currency, you need to make sure you are using a post paid credit card that is able to make payments in different international currencies.
Hi,
No, only one store. We are using post paid credit card only and but it’s not making payment and shows an error.
Is the store’s billing currency changed to INR ? Because we can’t add Indian credit card to make payment for the invoice in INR currency. Please change currency asap or let us know any other way to fix this payment issue.
Thanks
The card is post-paid, I have checked it my bank. It should be ok. My
PayPal account wont work either. I then tried other cards and alternate
PayPal account, cannot pay the account in any way.
I deactivated mu old store, Barbeques and More & need the Barbeques and More
New to be unfrozen.
This is the message I get when I try to pay the bill. I have tried other
cards, other PayPal accounts. Nothing works.
I am still waiting after 4 days for someone from Shopify to fix this. I am
going to start posting on social media to warn other people as this is a
problem with the Shopify platform as far as I can tell.
This is very poor service I feel.
Hi, @JenLouBBQ .
I definitely appreciate how frustrating this is. As you mentioned, it has been four days. Please note, it can take up to 5 business days for our financial team to reach your escalated request. They are the only team that can assist you with adjusting your currency. Additionally, they might not be able to as this is not an option for Australian based stores.
I recommend contacting your bank and ensuring that your credit card is set up to handle international currencies as that seems to be the issue here.
I have contacted my bank, there is NO PROBLEM WITH MY CARDS. No one is
taking any notice. The problem is with Shopify.
I have tried cards from different banks, I have tried other PayPal accounts,
nothing works.
Hi, @JenLouBBQ .
Allow me to clarify I am not saying something wrong with your card, I am saying it is possibly not set up to make international transactions in different currencies. As you mentioned, you want to change your currency to pay the bill. This would explain why you would need to change the currency.
I wish there was something more I could do for you, however you will need to continue to wait for the billing team, who may, or may not be able to help depending on your store’s set location.
Is this the first billing cycle for this store? If so, it could be worth your while to create the store again with the correct billing currency setting.
Hi,
Please understand the actual problem in Payments.
This is the first billing cycle and it’s in currency INR and store billing currency in USD.
We have paid the second billing cycle and it’s in currency USD.
The store is frozen due to the first billing cycle payment failed.
Can you please convert INR currency to USD in the first billing cycle invoice ? Because INR currency not works in any payment methods.
Hi, @JenLouBBQ
As mentioned, I do not have access to your account information. Your only option at this point is to await our billing team to assist, or have your bank enable international processing for the payment.
Hi,
We still waiting for the billing team to assist there is no update on the issue. When do we get support from the billing team?
Hi, @JenLouBBQ
The current response time from our billing team is roughly between 3-5 business days. This does not include weekends.
We are having exact same issue. And we are being thrown to Billing Team for the 100th time. And no one from the Billing Team ever responds. This issue has been going on for 2 months and now our store is frozen.
I hope you were able to find a solution, if so can you please share. We would really really appreciate it