Subscription Paypal Verification Issue - JadedPixel API Caller

Retired Boards Appdev Fulfillment Api

Topic summary

A merchant using Bold Subscriptions V2 encountered payment failures after switching PayPal accounts on January 12th. Existing subscriptions set up under the old PayPal account began declining when renewal orders were triggered.\n\nKey Issue:\n- One subscription succeeded due to an automatic £0.01 verification transaction initiated by Shopify (via \

Summarized with AI on November 23. AI used: claude-sonnet-4-5-20250929.
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Hi all,

Thanks in advance for any help on this, Shopify Support aren’t even bothering to respond to the case now, after the case was escalated over a week ago, they’re not even bothering to respond, and when they do respond, they clearly haven’t read the case notes, not great.

So we use Bold subscriptions, V2.

We changed the paypal account on the 12th of Jan, and then any subscriptions that were set up prior to this, on the old paypal account, started declining when bold tried to trigger their next orders.

One of the affected subscriptions, however, did successfully trigger, all others (who pay with paypal) are failing. The one that did go through, did so because there was an automated re-verification with a £0.01 GBP transaction.

We got on to bold, paypal, and Shopify straight away, which gives you an idea of how long this has been going on.

Bold support just told us they can’t help, it’s a payment issue, talk to paypal & shopify.

Shopify support hasn’t helped at all, but after spending hours on the phone with various people at PayPal, they created a case for us and then told us on there what the issue is, a payment verification problem (although they couldn’t specifically say what, it’s obvious to me that it’s that the initial verification was done on the old paypal account).

Paypal also told us that the one that went through fine, was verified with the £0.01 GBP verification which was initiated by Shopify, using the API Caller with the name of “JadedPixel”.

So we got back onto Shopify support, on the “escalated” case which is apparently marked as urgent, and updated the case a week ago, to explain that this JadedPixel re-verification is what worked, and the same needs to be applied to the others. I’ve uploaded a list of the customers who need this re-verification.

Shopify support came back to me to ask how this was done, face palm moment. I’ve responded to explain that I have no idea, it was done by Shopify, presumably automated, and I assume this is what is supposed to happen when there’s a verification issue, a re-verification is initiated, and it happened with one but not the others.

Anyway, Shopify is still leaving me hanging, we’ve lost several orders by this point, they clearly don’t care. I’ve asked them about 8 times for an update over the past few days, they’ve not even responded.

If anyone can help I’d be very, very grateful - and there’s free coffee beans in it… ;-), we sell freshly roasted coffee beans.

Thanks!

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Just to add, I don’t think the “JadedPixel” API caller name is relevant, from what I’ve since learned this is probably just the name Shopify use for Paypal API.

So the important thing to try to figure out I think is why the £0.01 re-verification was (automatically, it seems) put through to verify this one subscription, but all others are just constantly failing to verify.

Maybe this is just going to be a case of waiting for the developers to look into it. It’s been 10 days since this was escalated, we’ve lost several orders at this point, and there are dozens more set to renew in the coming days that will fail, 4 more failed today.

Cheers

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I’m updating this in case anyone else has the same issue in future.

Shopify replied today, to let us know that because we changed paypal accounts, in order to get this £0.01 verification re-done, we needed to send an “update payment method” email to the affected customers: https://support.rechargepayments.com/hc/en-us/articles/1500001558522-Customer-accounts-with-the-Shopify-Checkout-Integration#h_01FA3SNCJ8WHGMMJV5WQBJ30W9

We just edited the email text for this in settings (settings/notifications/Customer payment method update request) and sent this to the customers in question, and a good number of them have re-verified so far.

It’s surprising that it took so long for support to get back to me with this, given how simple the fix was, and I don’t think we’d have even had this fix (3 weeks after first contacting support about it) if it wasn’t for the fact that I have Linkedin premium so I was able to message a number of the shopify team which resulted in me getting hold of the head of support.

But we got there in the end!

Cheers