Hi everyone,
We have an issue with one of our subscriptions using the official Shopify Subscriptions app and I am trying to understand what happened.
Details:
• Subscription ID: 46086521157
• Initial purchase: November 3rd, 2025
• First renewal scheduled: December 3rd, 2025
• Valid Visa card saved by the customer (expires 04-26)
What happened:
• The December 3rd renewal payment did not run at all
• No order was created for that renewal
• There is no log of a billing attempt in the Subscription Activity
• Shopify Payments transaction history does not show any attempt either
• Status of the subscription is now Suspended
Important information:
We do have full access to Shopify Payments settings.
There is simply no trace that Shopify tried to charge the customer for the renewal.
This means the automatic billing process never started.
My questions:
-
Why would Shopify Subscriptions skip the renewal and not trigger any payment attempt?
-
How can we retry the December 3rd billing? I do not see any button like “Collect payment” or “Generate order” on the subscription.
-
What is the correct and safe way to create the missing order and keep the billing cycle accurate?
-
How can we make sure future renewals will trigger properly?
What we want:
• Charge the customer for the December renewal
• Keep the next renewal correctly scheduled for January 3rd, 2026
• Prevent this situation from happening again
Any help or guidance would be much appreciated.
Thanks a lot for your support.
