There are three main reasons why recurring customer orders may fail:
Payment Method Failures
Shopify Errors
Inventory Issues
In this article, we’ll focus on the first two causes — Payment Method Failures and Shopify Errors.
If you’d like to learn more about managing inventory-related issues, check out our article: 👉 How to Set Up Your Billing and Inventory Settings
Adding A New Payment Method
Stay now allows merchants to give customers a simpler way to update their payment method — without navigating through Shopify’s standard flow.
Benefits of This Update
This improved flow helps customers succeed in several ways:
Seamless Experience: Customers can securely add a new payment method directly within the Stay portal.
Fewer Steps: No need to go through Shopify’s “Update Payment Method” email flow.
Shop Pay Workaround: Bypasses common Shop Pay errors by generating a new, valid payment method ID.
How to Enable the Add Credit Card Flow
Contact Your Customer Success Representative
Reach out to your Stay representative and they will enable this feature for your account in just a few minutes.
If you are using the V3 Portal, the Add Credit Card flow is enabled by default. To disable this feature, please contact your Customer Success Representative.
Automatic Activation
Once enabled, the new Add Credit Card flow will automatically appear in your customer portal.
How It Works for Customers
Access the Customer Portal
Customers can open the Update My Info modal in their portal. If a recent order has failed due to billing, they’ll also be prompted to update their payment method.Add a New Payment Method
By clicking “Update Payment Method,” the customer will be directed to a secure Add Credit Card form.They can enter their new card details.
They can choose to apply the card to a single subscription or all active subscriptions.
Automatic Update and Retry
Stay automatically updates the payment method ID on the subscription.
The customer’s next recurring order will then be charged to the newly added credit card.
Need More Help?
For additional support or troubleshooting tips, visit our Billing FAQ or reach out to your Stay customer success representative.