Billing problems

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If you have an issue or a question about your subscription, please contact our team at billing@ecwid.com and we will help you. Please include a link to your store and your Store ID in your request.

I was notified about the problem with subscription prolongation

Don't panic. Your subscription is still active as your account is on the grace period, i.e. your account is not downgraded right after the failed charge date, the storefront and control panel work as usual during five days of the grace period. All products, categories and other store settings are not influenced in any way. 

— Do you know how to fix the problem with the subscription?

— Yes, I made the required changes. Please, try to charge me again

Our system tries to charge you every 12 hours during the next 7 days. If the problem with the subscription was solved less than 12 hours ago, you should just wait for the next charge attempt.

You can always check the status of your subscription at Ecwid control panel → My profile → Billing and Plans page to make sure that your subscription was prolonged. Check the "Paid Through" date to make sure that one month (or year) was added to your subscription.

No, I need help to solve the problem with the subscription. Common Errors

Our payment gateway — Braintree — always informs Ecwid about issues with any Ecwid merchant subscription. Ecwid, in turn, sends information about the problem with the subscription to the customer via email and displays an alert message in their Ecwid control panel → My profile → Billing and Plans.

Find below the list of errors and how to fix them:

Error Description Recommended action
General decline of the card. No other information provided by the issuing bank This error means that payment has been approved by Braintree (our payment gateway), but has been declined by your bank. This kind of problem can be solved on the issuing bank side only. Please, contact your bank to detail this information. As a temporary workaround, you can use another card or PayPal for your subscription.
Expired card This error means that card that was used for subscription is expired Most probably, your bank issued a new card for you already. You just need to update expiration date for your card. How to update the subscription info?
Insufficient funds in the account This error means that you don't have enough funds for subscription prolongation Top up card balance and wait 12 hours. Your subscription will be renewed automatically
Stolen or lost card This error means that issuing bank marked the card assigned to your subscription as "Stolen". This card was blocked and no transactions can go through anymore. You need to use another card for your subscription. How to update credit card details in your subscription?
Another error Please, email us about it to billing@ecwid.com

What happens if Ecwid cannot charge a credit card for some reasons

If the next charge for your paid plan fails, our payment gateway — Braintree — will send you an email with a warning. After that, Braintree will try to charge your card again every 12 hours during the next 5 days or until the payment proceeds.

If those attempts fail too, on the 6th day Ecwid will cancel your subscription and downgrade your account to the Free plan. It's highly recommended that you contact our team at billing@ecwid.com if you get a warning message and don't know what to do.

What to do it you get AVS check error when trying to upgrade 

The Address Verification System (AVS) is a system used to verify the address of a person claiming to own a credit card. The system will check the billing address of the credit card provided by the user with the address on file at the credit card company.

If you get the AVS check error, it means that you entered the address that did not match the one on file with the credit card company. You need to enter the billing address associated with your credit card when registering a new card for the subscription. If you have trouble locating the right address, please contact your bank to detail this information.

What to do it you get the "General Decline of the card. No other information provided by the issuing bank" error

"The general decline of the card" error means that payment has been approved by our payment gateway, but has been declined by your bank. This kind of problem can be solved with the issuing bank only. Please, contact with your bank to detail this information. 

As a temporary workaround, you can use another card/PayPal account for your subscription.

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