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# Understanding billing attempt failures

When a subscription renews, Shopify tries to charge the payment method saved on it. This is a **billing attempt**. If the charge does not go through, no order is created and the subscription shows a red **Billing error** banner. The banner names the error, explains it, lists what to do, and has a button for the most likely fix.

This guide covers every billing error: what it means, who can fix it, and the exact steps.

### Table of contents

* [Where you see billing errors](#3-where-you-see-billing-errors)
* [What happens automatically when a renewal fails](#3-what-happens-automatically-when-a-renewal-fails)
* [Updating the customer payment method](#3-updating-the-customer-payment-method)
* [Charging the renewal again](#3-charging-the-renewal-again)
* [Card and payment errors](#3-card-and-payment-errors)
* [Store setup errors](#3-store-setup-errors)
* [Delivery, stock and customer errors](#3-delivery-stock-and-customer-errors)
* [Temporary and other errors](#3-temporary-and-other-errors)
* [Which failures email the customer](#3-which-failures-email-the-customer)
* [Common questions](#3-common-questions)
* [Related guides](#3-related-guides)

### Where you see billing errors

* **On a subscription**: go to [**Subscriptions**](https://admin.shopify.com/apps/super-subscriptions/app/contracts) and open it. The **Billing error** banner at the top shows the error, the steps to fix it, and **Details from Shopify** when the payment provider gave a reason. The **Timeline** at the bottom logs every attempt.
* **Across all subscriptions**: filter the Subscriptions list by **Status** and by **Last payment error**. See [Where to find failed or past-due subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/where-to-find-failed-or-past-due-subscriptions-rjrjwo/).
* **By email**: turn on the failed renewal staff notifications in [Notifications](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/notifications-19cm2cv/).

The error stays on the subscription until the next billing attempt, so it does not disappear as soon as you fix the cause. See [Charging the renewal again](#3-charging-the-renewal-again).

### What happens automatically when a renewal fails

You do not have to catch failures by hand. The app retries the charge based on your [Dunning settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/dunning-settings-14fp497/):

1. **Retry**: the app schedules another billing attempt after your chosen **Time to wait between billing attempts**, up to your chosen **Number of billing attempts** (by default 3 retries, 1 day apart). After each failed attempt, the customer and you can receive a renewal failed email (see [Which failures email the customer](#3-which-failures-email-the-customer)).
2. **When all retries are used up**, the **When all payment attempts fail** setting decides what happens:
   * **Fail subscription contract** (the default): the subscription is marked **Failed**.
   * **Pause subscription contract**: the subscription is **Paused**.
   * **Attempt again at next renewal date**: this cycle is skipped, the subscription stays active and the charge is tried again on the next renewal date.

Out of stock renewals follow your [Out of stock settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/out-of-stock-settings-1c37pi9/) instead.

|| A payment that fails for one customer is almost always about that customer's card or bank. Many failures on the same day are usually a coincidence, not a problem with your store.

### Updating the customer payment method

Most billing errors are fixed by the customer entering a working card. Shopify does not let merchants enter or edit card details for a customer, even if you have the card number.

1. On the subscription, click **Update payment method** on the billing error banner, or the edit button on the **Payment method** card.
2. If the customer has another card saved, you can pick it and click **Save**. Otherwise, click **Send email**. Shopify emails the customer a secure link to enter their payment details at checkout. They are not charged for this.
3. Ask the customer to use the link in that email, or the payment method **Edit** button on the subscription in the customer portal. Changing the card in their store account or Shop Pay wallet does **not** update the subscription, and deleting the saved card from their account stops the subscription from renewing.
4. Charge the renewal again once they are done. See [Charging the renewal again](#3-charging-the-renewal-again).

Good to know:

* The email is sent by Shopify with your Shopify notification branding. If the customer cannot find it, ask them to check their spam folder. The link cannot be copied from the app.
* The app is not told when the customer updates their card. Check the **Payment method** card on the subscription before charging again.
* To request an update from many customers at once, select the subscriptions on the Subscriptions list and choose **Update payment method** from the bulk actions.

### Charging the renewal again

Once the cause is fixed:

* **Active subscription**: click **Renew immediately** in the **Upcoming renewals** card to charge now, or wait for the next automatic retry. Check the orders on the page first: if an order was already created for this renewal, renewing again charges the customer twice. Renewing can take up to a minute, so wait before trying again.
* **Paused or Failed subscription**: click **Activate subscription**. **Renew immediately** is not shown on these. If the next billing date has already passed, the customer is charged and the order is created within the hour.
* **Many subscriptions**: filter the Subscriptions list by **Last payment error**, select the subscriptions and choose **Renew immediately** from the bulk actions. The bulk action only renews active subscriptions.

Each attempt on a card that still does not work sends the customer another renewal failed email, so wait until the customer confirms they have updated their card.

|| A successful renewal sets the next billing date from the renewal that was due. If the missed date had already passed, the next renewal is one billing interval from today. If you use **Renew immediately** before the scheduled date, that scheduled renewal is brought forward rather than added as an extra order. See [Renew immediately: charging a renewal now](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/when-customers-are-charged-vs-when-orders-are-fulfilled-5hao8i/#3-renew-immediately-charging-a-renewal-now).

### Card and payment errors

These come from the customer's card, bank or PayPal account. Nothing is wrong with your store, and the customer usually has to act.

* [Purchase type not supported](#3-purchase-type-not-supported)
* [Payment method declined](#3-payment-method-declined)
* [Insufficient funds](#3-insufficient-funds)
* [Payment method expired](#3-payment-method-expired)
* [Invalid payment method](#3-invalid-payment-method)
* [Payment method not found](#3-payment-method-not-found)
* [Payment method canceled](#3-payment-method-canceled)
* [Card number incorrect](#3-card-number-incorrect)
* [Authentication error](#3-authentication-error)
* [Payment challenged](#3-payment-challenged)
* [Fraud suspected](#3-fraud-suspected)
* [Invalid customer billing agreement](#3-invalid-customer-billing-agreement)
* [PayPal error](#3-paypal-error)

### Purchase type not supported

The customer's card or bank does not allow recurring charges. This is common with debit, prepaid, virtual and business cards, and can start even when the same card worked before. Nothing is wrong with your store or your payment settings.

**What to do**

1. The customer is emailed about the failed payment automatically, asking them to update their card, so they can act on it without waiting for you.
2. To send that link again, or to switch to another card they saved, click **Update payment method**. You cannot enter card details for them. Their other option is a different card, or asking their bank to allow recurring payments on this one.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Payment method declined

The customer's bank declined the charge and did not share why. Common causes are a frozen or replaced card, or a payment the customer blocked in their banking app.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to enter a working card through that link, or to ask their bank to allow the charge.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Insufficient funds

The customer's card did not have enough funds. The same card can be charged again once the funds are there.

**What to do**

1. Let the customer know about the failed payment.
2. To use a different card, click **Update payment method** to email the customer a secure link, or to switch to another card they saved.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Payment method expired

The card saved on this subscription has expired.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link. Changing the card in their store account does not update the subscription.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Invalid payment method

The saved payment method can no longer be charged, for example a closed card or one carried over from another app or payment provider. The customer can re-enter the same card if it is still valid.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link. Changing the card in their store account does not update the subscription.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Payment method not found

The payment method saved on this subscription was removed, usually because the customer deleted the card from their store account.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link, and not to delete the saved card from their account again.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Payment method canceled

The customer canceled the saved payment method, for example by deleting the card from their store account or stopping automatic payments in PayPal.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link, and not to delete the saved card from their account again.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Card number incorrect

The card number saved on this subscription is not valid.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link. Changing the card in their store account does not update the subscription.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Authentication error

The customer's bank asked for extra verification, such as 3D Secure, that cannot be completed on an automatic charge.

**What to do**

1. The customer is emailed about the failed payment automatically. That email says their bank needs to confirm the payment, and its **Confirm payment** button takes them straight to the bank's confirmation page for that charge, so most customers need nothing else from you.
2. If they cannot confirm it, click **Update payment method** to email them a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
3. Once either is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

|| The **Confirm payment** button's wording, and the reason line above it, are yours to change under **Settings > Notifications** and to translate under **Settings > Translations**. They ship translated into every language the app supports. If you send your subscription emails through Klaviyo, the confirmation link arrives on the event as `authenticationUrl`.

### Payment challenged

The customer's bank asked the customer to approve this charge before it goes through.

**What to do**

1. Ask the customer to approve the payment with their bank.
2. If they cannot, click **Update payment method** to email them a secure link to use a different card.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Fraud suspected

The payment provider's security checks blocked the charge on the saved card.

**What to do**

1. Check the customer's order history. If the customer is genuine, click **Update payment method** to email them a secure link to use a different card.
2. Ask the customer to update through that link. Changing the card in their store account does not update the subscription.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Invalid customer billing agreement

The customer's PayPal billing agreement is no longer valid, usually because they stopped automatic payments in their PayPal account.

**What to do**

1. Click **Update payment method** to email the customer a secure link where they enter their payment details, or to switch to another card they saved. You cannot enter card details for them.
2. Ask the customer to update through that link. Changing the card in their store account does not update the subscription.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### PayPal error

PayPal could not complete the charge and did not share why.

**What to do**

1. Try the charge again. See [Charging the renewal again](#3-charging-the-renewal-again).
2. If it fails again, click **Update payment method** to email the customer a secure link to reconnect PayPal or use a card.

### Store setup errors

These come from your store's settings, so you fix them.

* [Payment provider not enabled](#3-payment-provider-not-enabled)
* [Test mode](#3-test-mode)
* [Payment method incompatible with gateway configuration](#3-payment-method-incompatible-with-gateway-configuration)
* [Non-test order limit reached](#3-non-test-order-limit-reached)
* [Amount too small](#3-amount-too-small)
* [Free gift card not allowed](#3-free-gift-card-not-allowed)

### Payment provider not enabled

The payment provider this customer's card was saved with is no longer active in your store, for example after switching providers, turning off PayPal Express, or reconnecting Stripe. Saved cards cannot move from one provider to another.

**What to do**

1. In Shopify admin, go to **Settings > Payments** and turn the original provider back on.
2. If you cannot turn it back on, click the edit button on the **Payment method** card and send the customer a payment update email, so they save a card with your current provider.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Test mode

Your payment provider is in test mode, so it cannot charge this customer's real card.

**What to do**

1. In Shopify admin, go to **Settings > Payments** and turn off test mode.
2. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Payment method incompatible with gateway configuration

The saved payment method does not match your payment provider's test mode. Usually a subscription placed with a test card is renewing after test mode was turned off.

**What to do**

1. If this is a test subscription, cancel it.
2. If you are still testing, turn test mode back on in Shopify admin under **Settings > Payments**.

### Non-test order limit reached

This is a development store, and it has reached Shopify's limit on real orders.

**What to do**

1. In Shopify admin, go to **Settings > Payments**, turn on test mode and use test cards for subscriptions on this store.

### Amount too small

The renewal total is below the minimum amount your payment provider can charge.

**What to do**

1. Click **Edit subscription** and change the products, quantities or discounts so the total is above that minimum.
2. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Free gift card not allowed

This subscription includes a gift card with a price of zero, and Shopify only renews gift cards that have a price.

**What to do**

1. Click **Edit subscription** and remove the gift card, or give it a price.
2. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Delivery, stock and customer errors

These come from the subscription's delivery details, its products or the customer record.

* [Inventory allocations not found](#3-inventory-allocations-not-found)
* [Insufficient inventory](#3-insufficient-inventory)
* [Invalid shipping address](#3-invalid-shipping-address)
* [Customer invalid](#3-customer-invalid)
* [Customer not found](#3-customer-not-found)

### Inventory allocations not found

None of your locations can deliver this subscription to its address with its delivery method. This is a delivery setup problem, not a stock problem, so allowing overselling does not fix it.

**What to do**

1. In Shopify admin, go to **Settings > Shipping and delivery**. Check that the product's shipping profile delivers to this address, and that local delivery or pickup is still turned on if the subscription uses it.
2. If the subscription has the wrong delivery method, click the pencil icon next to **Shipping address** on the **Customer** card and choose shipping, local delivery or pickup.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Insufficient inventory

A product on this subscription was out of stock when it renewed. What happens next follows your [Out of stock settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/out-of-stock-settings-1c37pi9/).

**What to do**

1. Restock the product, or turn on **Continue selling when out of stock** for it in Shopify admin.
2. If you deleted or replaced the variant, click **Edit subscription** and switch to the current one. A deleted variant always counts as out of stock.
3. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Invalid shipping address

The shipping address on this subscription is missing details or is not valid.

**What to do**

1. Click **Edit shipping address** and complete the address.
2. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Customer invalid

Shopify cannot bill this customer record, most often because it has no email address or phone number.

**What to do**

1. Click **View customer** and add an email address or phone number to the customer in Shopify admin.
2. Once that is done, charge the renewal again. See [Charging the renewal again](#3-charging-the-renewal-again).

### Customer not found

The customer on this subscription no longer exists in Shopify, usually because the customer record was deleted.

**What to do**

1. Click **View customer** to check the record. If it was deleted, this subscription cannot be billed again: ask the customer to subscribe again from your store, then cancel this one.

### Temporary and other errors

These usually clear on their own.

* [Transient error](#3-transient-error)
* [Unexpected error](#3-unexpected-error)
* [Invoice already paid](#3-invoice-already-paid)

### Transient error

Shopify or the payment provider had a temporary problem.

**What to do**

1. Try the charge again. See [Charging the renewal again](#3-charging-the-renewal-again).
2. If it keeps failing, the bank may be declining the card without saying so. Click the edit button on the **Payment method** card and send the customer a payment update email.

### Unexpected error

Shopify could not complete the charge and did not give a reason. It is usually temporary, but it can also hide a declined card.

**What to do**

1. Try the charge again. See [Charging the renewal again](#3-charging-the-renewal-again).
2. If it fails again, click the edit button on the **Payment method** card and send the customer a payment update email. They can re-enter the same card.

### Invoice already paid

This renewal was already paid, so Shopify stopped the extra charge. The customer was not charged twice.

**What to do**

1. No action is needed.

### Which failures email the customer

Every failed attempt that will be retried sends one email to the customer and one staff notification to you. Which pair depends on the error:

* **Errors the customer can fix**: the customer gets **Subscription renewal failed (customer issue)** (subject "Action Required: Issue renewing your subscription"), asking them to update their payment method. You get the staff email **Failed subscription renewal (customer issue)**.
* **All other errors**: the customer gets **Subscription renewal failed (merchant issue)** (subject "Issue renewing your subscription"), and you get **Failed subscription renewal (merchant issue)**.

The errors treated as customer fixable are:

* Payment method declined
* Card declined
* Card number incorrect
* Payment method expired
* Insufficient funds
* Invalid payment method
* Payment method not found
* Payment method canceled
* Invalid customer billing agreement
* Invalid shipping address
* Fraud suspected
* Authentication error
* Purchase type not supported

Once all retries are used up, the outcome email follows your Dunning setting instead: **Subscription failed** (and the staff **Failed subscription** email), **Subscription paused**, or **Next billing date changed** when the cycle is skipped.

|| All of these emails can be edited or turned off in [**Settings > Notifications**](https://admin.shopify.com/apps/super-subscriptions/app/settings/notifications).

### Common questions

**The renewal failed "for technical reasons". What does that mean?**
Shopify's wording "The payment couldn't be processed for technical reasons" is a [Transient error](#3-transient-error) or an [Unexpected error](#3-unexpected-error). Try the charge again. If it keeps failing, ask the customer to update their payment method.

**Will the app retry the payment by itself?**
Yes, based on your [Dunning settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/dunning-settings-14fp497/). By default it retries 3 times, 1 day apart, then marks the subscription **Failed**.

**Can I type in the customer's new card for them?**
No. Shopify does not let merchants enter card details. Click **Update payment method** and send the customer the secure update email, or switch to another card they already saved.

**The customer updated their card in their account but the renewal still fails.**
Changing a card in the store account or Shop Pay wallet does not update the subscription. Send them the payment update email from **Update payment method**, then charge again.

**I don't see Renew immediately on the subscription.**
It only shows on active subscriptions. On a paused or failed subscription, click **Activate subscription**.

**Every local delivery subscription failed at the same time.**
This usually means local delivery was turned off in Shopify, so no location can deliver those subscriptions. See [Store pickup and local delivery for subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/store-pickup-and-local-delivery-for-subscriptions-ntmu38/).

**How can I reduce failed payments?**
Filter the Subscriptions list by **Payment method status > Expires soon** and contact those customers before their card expires. Keep a few dunning retries on, and use pause and cancellation flows (under **Grow**) to win back customers. See [Where to find failed or past-due subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/where-to-find-failed-or-past-due-subscriptions-rjrjwo/).

### Related guides

* [Dunning Settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/dunning-settings-14fp497/)
* [Where to find failed or past-due subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/where-to-find-failed-or-past-due-subscriptions-rjrjwo/)
* [How to update a subscription payment method](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/how-to-update-a-subscription-payment-method-1x8hsc3/)
* [Which payment gateways work with subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/which-payment-gateways-work-with-subscriptions-n8zrh0/)
* [Out of Stock Settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/out-of-stock-settings-1c37pi9/)
* [Notifications](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/notifications-19cm2cv/)