Why is my billing failing but still being charged on Shopify?

Technical Q&A
1

2 Problems!

Problem 1

My store (wantroin.myshopify.com) asked me to make payments manually because of recent policy changes in India.

It says payments in India require 3D authentication pin.

So, I started the process of making payments.

It sent a code on my phone.

I entered the code from my phone into the website.

And then shopify showed an error msg saying that the payment authentication failed.

But it deducted payments from my bank account $29.

This is a bug in the shopify system.

I think the problem is because Shopify charged in USD instead of INR.

My shopify account still shows billing due.

And says that the store will be removed if payments not made by 5th Jan.

Problem 2

Also, 1 other thing.

I tried finding a way to contact support on the shopify website.

Earlier they used to have 24/7 contact support.

But seems like they don’t have anymore.

But at least, you should provide a way for a customer to send an email or open a ticket if online support is not allowed.

It continued to redirect me to the community and articles pages no matter what options I selected.

After spending 15 minutes in trying to find a way to contact shopify support, I had to find shopify support email from the list of my saved contacts on my Gmail.

And when I emailed them at support@shopify.com I received a response saying that I should goto Shopify Help Center where I can contact the support through “Email, Chat or Phone”.

So, there is absolutely no way to contact shopify support.

And for some reason, I feel like some one will reply to this post again redirecting me to some place on Shopify that doesn’t exist.

2

Hey, @sspecies ! Welcome to Shopify Community!

Because your concern involves sensitive information, we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Instructions to find our support channels: After logging in, you’ll need to enter the topic of concern. Then scroll down to the bottom of the page and click Continue underneath Get support. You will find the options to contact us via chat, callback, or email there. The callback option will appear when it’s available.

To save some time and help the Support Advisor you speak with to pick up from where you and I have left off, I am going to provide you with a summary of the issue as I understand it. You can share this summary at the beginning of your conversation with the agent to bring you both up to speed and help to get your answers as quickly as possible.

Issue Summary: Billing payment still went through despite a failed 3D Secure authentication while attempting to settle subscription invoice

Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!