When a payment fails

What happens when your ShopEazy subscription or fees can't be charged, what happens when a customer's card payment fails, and how to sort out each one.

A failed payment can go two ways: ShopEazy can't charge your card, or your customer's card payment doesn't go through. They're handled very differently, so find your situation below.

If your subscription renewal fails

On your renewal date we try to charge the card on your ShopEazy account once. If the card is declined, or there's no card on file:

Your plan shows Payment needed on Plan & billing, with the message "Your last payment didn't go through — update your card to stay live".
A banner across the console says "Your last payment didn't go through. You can still view everything — subscribe to make changes again."
Your console becomes read-only. You can see all your orders, products and customers, but you can't make changes.
Your storefront goes offline until you pay.
Billing history shows "Renewal charge declined" with the amount.

We don't retry a failed renewal automatically, and we don't email you about it, so fix it as soon as you see the banner.

Get your store back

Click Reactivate on the banner, or open the menu under your name and go to Business → Plan & billing.
Click Update card (or Subscribe if there's no card on file).
Enter your card in the secure form.

We charge your plan straight away. Your subscription becomes Active again, a new billing period starts from today, and your storefront comes back online. Only the business owner can do this.

If a platform-fee charge fails

Your monthly platform fees are billed separately from your subscription. If a fee charge is declined, or you don't have a card on file, the fee invoice stays Due under Platform fees on Plan & billing. Nothing is suspended and your store keeps running. We try every unpaid fee invoice again automatically each day, so once there's a working card on file it will be collected.

If an upgrade or add-on charge fails

Upgrading your plan or switching on an add-on charges your card straight away. If that charge is declined, you'll see the reason on screen, often "Card was declined.", and nothing changes: you stay on your current plan and the add-on stays off. Update your card and try again.

If adding or updating your card fails

After the secure card form you're brought back to Plan & billing with one of these messages:

"That didn't go through. Please try again." The card was declined. Check the details, or try another card.

"Payment received — confirming now." The card processor hasn't confirmed the payment yet. Refresh the page in a few minutes before trying again, so you aren't charged twice.

"Something went wrong. If you were charged, contact support." We couldn't confirm what happened. Check your bank statement. If you were charged, email support@shopeazy.co before trying again.

If a customer's card payment fails

When a customer's payment fails, they're never charged and their order is still saved. They land back on the payment page with the message "That payment didn't go through and you haven't been charged. Try again below, or use another card." They can try again straight away.

On your side, the order shows as Unpaid in Orders. Here's what you can do:

Open the order.
Click Remind to pay to email the customer a link to pay for the order. You can send up to 3 reminders, at least 24 hours apart, and only if the order has an email address.
If the customer pays you another way, such as EFT or cash, click Take payment and record it so the order shows as paid.
If they don't want it any more, click Cancel.

If lots of customers can't pay, or they see a message about your store's payments not being set up, the problem is probably your provider connection, not their cards. See Fix payment provider and checkout problems.

ShopEazy can't tell you why a bank declined a customer's card. Your payment provider's dashboard may have more detail.