Hi guys,
Our payment failes. We have a valid mastercard and no issue with the bank.
Please help us out.
Hey there @Kaare
I can see this is your first post here in the Shopify Community - you are most welcome!
Thanks for providing the screenshot, it’s very helpful to see what is happening. I can indeed see that your most recent bill has failed.
There is no need to panic right now - if a bill fails to be paid by the card on the account, we will attempt to charge twice more in 14 day increments. It is only if the final attempt fails and the credit card fails to make the payment that you risk the store entering a frozen state.
Have you recently changed your payment method to a different one than the one that was used for previous paid bills, or is this the exact same MasterCard? Also, have you confirmed that the card is still within its expiry date and that there are definitely no issues with that specific card? Contacting your bank would be the fastest way to confirm this, although based on your message you may have already done this. We have more info on payment methods on Shopify here.
Here on the Community Forums we have no account access so if you have confirmed that the card is valid and you believe it should be working, then I would encourage you to contact our support team using this link here. That way, we can authenticate you as the Account Owner and take a closer look at your billing information.
When a charge is declined we may be able to access a certain amount of information from your bank, so there is a chance we can see the decline error reasons, however I cannot guarantee this will be the case so our support team will be the best equipped to advise.
Have you started to make preparations for Black Friday/Cyber Monday? Now is the ideal time to start working on a plan, so I would encourage you to think about strategies! It’s a huge weekend for increasing your sales and not something you want to miss out on. Check out our resources here for a great place to start.
Hi , Do you get rid of this issue? As i am facing the same billing payment issue with my card kindly must replt
Thanks for joining in here to request help with this.
Can you confirm if you are seeing the same error regarding your payment method failing? If so, I would first suggest making sure that the payment method is supported as per our documentation here.
Contacting your bank would also be a good idea - they can confirm if all looks OK from their side, and make sure there are no reasons why payments would be failing on your account.
If you have read through my previous reply and are still unable to figure out why this is happening, then I would encourage you to contact our support team directly via our help center here. That will be the quickest way to receive support for this issue and get it resolved.
Are you in the middle of building your store? Besides this payment issue, how is the rest of your store coming along? I’d love to hear how things are going, and whether you need some advice or assistance with other aspects of your store?