Why can't I update my credit card information at checkout?

Shopify Discussion

Topic summary

Merchant reports an error when attempting checkout and, in Admin > Settings > Billing > Replace card, the credit card input fields are unclickable while address fields work. They recently changed their card number and suspect this may be related. Screenshots are central to understanding the issue.

Support asks if this concerns the subscription billing card and recommends ruling out browser/device issues before escalation. If unresolved, they advise contacting Shopify Support via the Help Center for account-level review.

Suggested troubleshooting:

  • Clear cache and cookies
  • Use an incognito/private window
  • Try a different browser
  • Try a different device
  • Use the Shopify mobile app
  • Restart the device
  • Ensure the device/OS is up to date

Another merchant adds that on mobile internet (cellular) with Stripe, the card input area errors, but it works on Wi‑Fi. They reconnected Stripe in Shopify, but customers still can’t enter card details on mobile data.

Status: No confirmed fix yet. Next steps are to complete the troubleshooting list and escalate to Shopify Support if the issue persists.

Summarized with AI on December 18. AI used: gpt-5.
2

Hi @scrambleduser ,

Thank you for reaching out to the Community! I’m happy to provide some assistance with this request, to ensure it gets resolved. To confirm I’m fully understanding, are you looking to update the credit card on file that’s used to pay for your Shopify Subscription?

If so, I’d encourage you to attempt some local troubleshooting steps to confirm this is not related to a browser error. For ease, I’ve gone ahead and listed below those steps for you to attempt to see if this helps to resolve:

  • Clear your Cache and cookies.
  • Access the shop in an Incognito Tab.
  • Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
  • Try Another Device.
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

If after attempting all of the steps outlined above, the issue persists, please feel free to connect with us directly. This will allow for our support team to take a closer look as we don’t have access to any account information through the Community.

The connect with us, you can:

  • Head over to our Help Center.

  • Enter into the chat box Contact Support.

  • Log into your shop.

  • Select one of the available support options.

Please let me know if you have any other concerns.