When a customer updates their subscription payment method, they may still see an older saved card, or they may see a passkey prompt during the process.
In most cases, this is part of Shopify / Shop Pay’s payment flow rather than something managed within Ongoing.
Ongoing does not store customer card details, so saved cards, passkeys, and related prompts are handled through Shopify’s secure payment experience.
Why this happens
Shopify and Shop Pay manage the secure payment method flow for subscriptions.
Because of that, customers may sometimes see:
an older saved card still appearing
a newly added card alongside an older one
a passkey prompt during login or payment method updates
This can be a little confusing, especially when the customer has already added a new card.
What the customer should do
If the customer has already added a new card, the next step is to check directly in the Shopify / Shop Pay payment flow to see whether they can:
remove the older saved card
update the payment method connected to the subscription
manage the passkey in their Shop / Shop Pay settings
Important to know
A saved card in Shop Pay and the payment method tied to an active subscription may not always behave exactly the same way, which is part of why this can feel unclear for customers.
Still seeing the old card or passkey prompt?
If the older card or passkey prompt still appears after the customer updates their information, Shopify Support is usually the best next step, since they have more visibility into how saved payment methods and Shop Pay prompts are being handled on their side.
Need help from Ongoing?
We’re always happy to review what we can from our side and help point you in the right direction.