If your recurring order unexpectedly went “On Hold” at renewal time, you can reactivate it by choosing one option below and following the instructions.
NOTE: This was a PAYMENT GATEWAY ERROR. We changed payment providers to avoid this error, so you will need to re-enter the payment information for your recurring order. If you simply take the order off hold, the error will recur. Please see below for more information.
First Option: Update Your Payment Information
1. Go to My Account / Recurring Shipments.
2. Click “Reactivate”.
3. Then click “Change Payment” and choose “Credit card / debit card”.
4. Enter payment details.
IMPORTANT: You must enter payment information after clicking “Reactivate”. If you don’t, the error is likely to happen again in the future because payment information is still with the same payment gateway that caused the error. We changed payment processors to fix this issue, so to avoid the error again, you have to “set” the recurring order payment information with the new credit card payment processor.
Most orders can be fixed this way. However, some may not be. If you’re unable to update the payment information as described, or if you prefer to start again with a completely new order, see below.
Second Option: Create a New Recurring Order
1. Go to My Account / Recurring Shipments.
2. Cancel the recurring order that is on hold.
3. Create a new recurring order to replace the one you just cancelled. Add the item(s) you want to your cart, select the recurring options you want, then complete the purchase. On the checkout page, select “Credit card / debit card”. This is our new credit card payment processor.
We apologize for the error, and for the inconvenience! This has apparently been going on for some time now and it has just now come to our attention.
MORE INFORMATION
After a software update, our recurring order system became incompatible with our main credit card payment processor.
The Issue: Recurring orders process normally until it’s time to create a renewal order. When a renewal order is created, there is an error that switches the recurring order from Active to “On Hold”.
This is fixed now, and new recurring orders placed after 9/17 are not affected. However, if you have an existing recurring order that you set up with the old payment gateway, it may go “On Hold” unexpectedly at renewal time. If this happens, please complete one of the methods above to fix it.
If your recurring order does not go On Hold at renewal time, your order is not affected and there is no need to do anything.
