Updating payment methods for a customer
In the Payment methods tab within your merchant portal, you'll find the current payment method and billing address for your customer. You may need to edit the address in this section if the customer's address has changed or if you need to update the email address on file. This guide provides instructions on locating and updating the customer's billing information.
If you use the Shopify Checkout Integration, see Customer accounts with the Shopify Checkout Integration for specific instructions on how to update billing information.
Before you start
- This article applies to merchants using Multiple Payment methods. If you use the Single Payment methods, see Understanding Single Payment methods.
Access the customer's payment methods
Merchant portal
- In the merchant portal, click the Customers tab and search for the customer.
- Once found, click on the customer's name to open their account.
- Click on Manage payment methods to open the payment methods page.
Customer portal
Customers can update their billing information and payment methods via their customer portal. To manage payment information, click on the Payment method on the Payment methods tab or by editing the subscription and switch to another payment method on file.
Update the customer's billing information
Add a new payment method
To add a new payment method, open the Payment methods page by clicking on Manage payment methods and click Add payment method. On the following page, you can enter the new credit card information. You will need the customer's full name, card number, expiration date, CVV, and zip/postal code.
Update the billing address or email address
If updating the customer's billing address, expand the payment profile and click Edit in the Payment methods tab. On the following page, you can update the customer's first and last name, address, zip code/postal code, company name, and phone number.
If updating the customer's email address, click Edit customer in the Customer overview. On the following pop-up, you can update the customer's first and last name, and email address.
Update payment method for a specific subscription
If adjusting which payment method is used for a subscription address profile, use the payment method action button to change. Use the action button to change, edit, or add a payment method. Click Update to confirm.
Remove the customer's payment method
A customer may reach out to request that their credit card or PayPal information be removed from their customer account completely. To remove the payment method, click Remove payment method in the Payment method section. Follow the prompt to complete the action.
Note: Payment methods must be unlinked from the subscription in order to be removed.
FAQ
Can I switch the payment method from credit card to PayPal?
No. Braintree/PayPal requires an additional verification step that can only be completed via the checkout process. Customers will need to process a new subscription product at checkout to switch to using PayPal.
Can I switch the payment method from PayPal to credit card?
Yes. For customers currently using PayPal, an additional credit card must be on file before switching or removing the payment method. Click the Add Credit Card button to enter the credit card information for the customer. After the added credit card is on file, the customer can select the Add new payment method button and the Remove button from their customer portal.
How can the customer update from one PayPal account to another?
This cannot be done via the Customer Portal and would require a fresh checkout or updating the account in their PayPal settings.
Can a customer add a payment method and not use it?
No, customers will only have multiple payment methods if they have separate address profiles. If they only have one profile they will be replacing the payment method on file for that profile.
Can a customer have more than one payment method on file?
Yes, customers can specify their payment method by shipping address. For example, a customer could set up one subscription to charge using a credit card and the other on PayPal as long as they have two address profiles.
