Can't update credit card info in billing, anyone else?

YiGuo
Visitor
2 0 0

Is anyone else having problems changing their credit card info in the billings section? My credit card expired but it’s not letting me add any new additional cards. 

 

Replies 3 (3)

Sophia
Shopify Staff
1686 109 219

Hi, @YiGuo!

 

Is there an error message coming up when you attempt to add a new card? That information can help us determine the next steps. If there's no error message, it may be a matter of troubleshooting by checking for browser and/or software updates, clearing your cache, or trying a different device.

 

For security reasons, I'm not able to view your account from this public space. However, our support team is happy to help! Please contact us via the Shopify Help Center so we can investigate and help you get the card changed.

Sophia | Social Care @ Shopify 
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YiGuo
Visitor
2 0 0

Yes there is an error message that appears. It says “there is 1 error. There is an error verifying your credit card” 

I have called both my Amex & visa and they both are working just fine with international & reoccurring payments both on. I use these cards daily. 
I have also cleared all cookies and cleared my entire history on my safari browser. I have also tried to update on the shopify app. Both did not work. 
I have tried requesting a call back 4 times and no one has called me back. I cannot seem to get an answer for this problem. 

Sophia
Shopify Staff
1686 109 219

Thank you for the troubleshooting you've done so far, @YiGuo. I'm sorry to hear that you haven't received a callback. 

 

This error message can appear when a payment method isn't supported. While both AMEX and VISA are supported payment methods, they need to be able to process recurring international transactions in USD. If the bank was able to confirm the currency requirement as well, we may need to escalate your case to our Billing team.

 

I suggest starting a live chat or sending an email to our team via the Help Center so that we can escalate your request if necessary. Please let them know about the issue you had with callbacks as well, including the number you scheduled callbacks for. We don't want to post that information here in the interest of your privacy, since this is a public space.

Sophia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog