If a customer updates their expired credit card through Shop Pay but the update doesn’t seem to reflect in Ongoing Subscriptions, here’s what you need to know and how to troubleshoot the issue.
How Card Updates Work in Shop Pay
Shopify handles all credit card updates through their Shop Pay system, which is responsible for storing and managing customer payment methods. Ongoing Subscriptions relies on Shopify to provide updated payment information, and any issues with updating or adding new payment methods are managed entirely on Shopify’s side.
Shopify allows customers to:
Update an existing card: Customers can update details like the expiration date or billing address on an already saved card.
Swap to another card: Customers can switch to a different card already stored in their Shop Pay account.
However, if a customer wants to add a completely new card, Shopify currently requires creating a new subscription for the new card to be linked. This is a limitation of how Shop Pay handles payment methods and subscriptions.
Common Reasons for Issues with Updating Expired Cards
The "Card Not Found" message can occur for a few reasons, even if there’s a payment method on file in Shopify’s system. Here’s why this might happen:
Incomplete Card Update in Shop Pay
If the customer starts updating their card but doesn’t complete the process, Shopify won’t fully register the changes.Expired Cards Without Replacements
If the original card has expired and no valid replacement has been added, Shopify will display errors like "Card Not Found" or "Card Expired"Shopify’s New Card Requirement
Adding a completely new card to a Shop Pay account requires creating a new subscription. If the new subscription isn’t created, Shopify won’t associate the new card with the existing subscription, leading to failed payments.Expired Card Not Updated: If the original card on file was expired and not successfully updated in Shop Pay, Shopify might fail to process the payment and display "Card Expired"
Shopify Payment System Limitation: Shopify may show this error if there’s a temporary issue with their payment system or if Shop Pay doesn’t communicate the updated card details properly to the subscription.
How to Resolve This Issue
Verify the Card Update in Shop Pay
Have the customer log into their Shop Pay account to confirm that their card details have been updated and saved correctly.Check the Shopify Logs
In Ongoing Subscriptions, you can review the transaction logs for the subscription. Look for messages like "Card Not Found" or other declined payment reasons, which indicate the issue originates in Shop Pay.Create a New Subscription for a New Card
If the customer added a completely new card to their account, advise them that Shopify requires a new subscription to associate the new payment method. You can easily cancel the old subscription and set up a new one in Ongoing Subscriptions.Contact Shopify Support
If everything looks correct in Shop Pay but the update still isn’t reflected, reach out to Shopify Support for further assistance. Since Shop Pay is entirely managed by Shopify, they can investigate any issues with the payment system.
Important Notes
Ongoing Subscriptions reflects the payment status and errors provided by Shopify. If a card update isn’t processed, it’s due to Shopify’s handling of the update through Shop Pay.
Ongoing does not manage or store credit card information directly—this is entirely handled by Shopify and Shop Pay for security and compliance.
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