I'm having trouble with checkout or logging into my account, what do I do?

Most of what looks like a "payment error" at checkout isn't actually about payment. It's usually a small mismatch happening before payment ever begins, between the account you're signed into, the contact info on your order, or the address you're shipping to. Once you know what the system is checking for, the fix is usually quick.

This guide walks through the issues we see most often, what's causing them, and what to do.

Quick reference

Find what you're seeing and jump to the section.

What you're seeing	Most likely cause	Section
"Contact info must match the account you're signed in to"	Your Shop account email doesn't match the order	Shop Pay account mismatch
"Selected shipping address is not valid"	A phone number or address on the order was entered in a format the system rejects	The "address is not valid" error
Continue button is greyed out and won't activate	APO/FPO or PO Box address blocking Shop Pay Installments	Shop Pay Installments
Capital One card rejected immediately	Card-level block on Shop Pay Installments	Shop Pay Installments
"Customer account creation has been disabled"	Country restriction on your region	International customers
"There was a problem processing your payment"	Bank decline, billing zip mismatch, or fraud hold	Card declines
Your store credit isn't showing up at checkout	Currency switched to non-USD from an international address	Store credit
You can't log into the portal	You may have registered passwordlessly, or never registered	Logging into the portal
You never got the email link	Government network blocking, spam folder, or expired link	Logging into the portal

The "Contact info must match the account you're signed in to" error

This is the most common issue we see. It comes from Shop Pay, the express checkout layer that sits on top of Shopify. It's not coming from us, and it's not a problem with your card or your bank. Shop Pay is comparing the contact details on your order against the Shop account you're signed into, and when there's any mismatch, it blocks you at the contact step before payment can begin. That's why nothing you try with payment methods works.

The fastest way to get through it:

Skip the purple "Shop" button at the top of checkout. Scroll down and pay by card, PayPal, or another method directly. This bypasses Shop Pay entirely.
Open the invoice link in a private or incognito browser tab. This clears any cached Shop Pay session and usually lets you straight through.
If you want to use Shop Pay specifically, log out of the Shop app and log back in using the email that matches your order.

Signing out of your Badass Patches portal account won't change anything here, because Shop Pay sits independently on top of Shopify.

If you've tried all three of these and you're still stuck, there may be something on the invoice itself that needs to be corrected on our end (a phone number or email that got entered incorrectly when the invoice was created). Reply to your order email or write us at orders@badasspatches.com and we'll take a look.

The "Selected shipping address is not valid" error

This one looks similar to the contact-match error, but it has a different cause. Instead of comparing your account to your order, the system is rejecting something about the address itself, usually the phone number.

The most common culprit is a phone number that got entered in a format the system can't read. This happens a lot with overseas and military orders, where a number sometimes ends up with an extra country code stacked on the front (for example, a German number that reads as +1 49... instead of +49...). To the system, that's not a valid number, so it blocks the whole address even though everything else looks fine.

Here's the important part: this is a problem with the data saved on the order, not with anything you're doing at checkout. The usual Shop Pay workarounds (incognito, skipping the Shop button) won't clear it, because the bad number travels with the order no matter how you check out. It has to be corrected on our end first.

If you're seeing this error, reply to your order email or write us at orders@badasspatches.com and let us know. Including the correct phone number in the right format (with the proper country code, no extras) helps us fix it in one pass. Once it's corrected, checkout should go through normally.

Shop Pay Installments restrictions

Shop Pay Installments (the payment plan option at checkout) is powered by Affirm and has two restrictions that aren't always clearly communicated at checkout. If you're trying to use installments and something isn't working, one of these two is almost always the reason.

Capital One cards aren't accepted

Shop Pay Installments doesn't accept Capital One credit or debit cards, prepaid debit cards, or prepaid credit cards. If you select a Capital One card, you'll see a warning banner the moment the card is recognized. This is a card-level block from Affirm, not from us. The only path forward is using a different card or paying in full with another method.

Military addresses (APO/FPO/DPO) and PO Boxes aren't supported

This one is frustrating because there's no error message. You fill out the form, everything looks correct, but the continue button stays greyed out and inactive. Shop Pay Installments can't ship to APO/FPO/DPO military addresses or PO Boxes, and the eligibility check fails silently.

If your shipping address is APO/FPO/DPO or a PO Box, you won't be able to use installments. You can still pay in full using a regular card, PayPal, or Apple Pay.

If you have both a Capital One card and an APO address, you're hitting both restrictions at once, which is why nothing works regardless of what you try.

PayPal issues

PayPal usually works cleanly, but a few things come up.

Your billing address doesn't match

PayPal automatically fills the billing address fields with your shipping address during checkout. If your actual billing address (the one tied to your card or bank) is different from your shipping address, PayPal may decline the transaction. Click "Change" in PayPal and enter your real billing address manually, and the transaction should go through.

You're outside the US

If you're physically outside the US (deployed, traveling, working overseas), PayPal sometimes detects your IP and redirects you to that country's PayPal site, which then refuses the US transaction. You'll see something like "PayPal doesn't allow residents of [country] to ship purchases to [country]."

This is a PayPal limitation, not something we can fix on our side. The workarounds are using a different payment method (card, Apple Pay, Amazon Pay), or using a VPN to appear US-based when checking out.

Apple Pay and Amazon Pay

These are wallet-based and generally either work cleanly or fail with a clear message. The most common issue is the same as PayPal: the billing address on the underlying card doesn't match what's stored in the wallet. If you hit a failure on Apple Pay or Amazon Pay, the fastest fix is usually to try a regular card or PayPal instead.

Apple Pay can also occasionally fail on older device or browser combinations. Regular card checkout is the reliable fallback.

Card declines

The most common message you'll see when a card declines is the generic "There was a problem processing your payment. Try again or use a different payment method." Shopify keeps the message intentionally generic for security reasons, but the actual reason almost always falls into one of these.

Billing zip doesn't match

Banks check the billing zip code you enter against the one on file with your account. If they don't match, the transaction declines. This often happens when the shipping zip gets entered in the billing field by accident, or after a recent move where the bank still has the old address.

Double check that the billing zip matches your bank statement, not your shipping address.

Your bank put a fraud hold on it

If you're making an unusually large purchase, buying from a new merchant, or doing anything that looks unusual based on your spending pattern, your bank may automatically decline as a precaution. You'll often get a text from your bank asking if you authorized the transaction. Confirm with them and try again, or call your bank's number on the back of your card.

This is more common with larger orders and with cards that don't see a lot of variation in spending.

The card isn't supported

A small number of cards aren't accepted, usually international cards from certain regions, or prepaid cards on certain payment methods. Trying a different card is the only option.

If you've hit "There was a problem processing your payment" multiple times across multiple methods, the issue is almost never on our end. Call your bank first, and if everything looks clear on their side, try a different card or PayPal.

APO, FPO, and DPO addresses

If you're shipping to a military address, here's what you need to know.

State codes are AA (Americas), AE (Europe, Middle East, Africa), and AP (Pacific). These aren't real states, they're military mail designators, and you should use them as your state at checkout.

Military mail routes through USPS only. FedEx, UPS, and DHL can't deliver to APO/FPO/DPO addresses. Once we hand a package to USPS, military mail handling takes over, and no expedited options are available past that point. Plan a little extra time for overseas delivery.

Shop Pay Installments doesn't work on military addresses (see above). PayPal generally does, as long as you're not logged in from outside the US.

The address format matters. Standard designators are PSC (Postal Service Center), CMR (Community Mail Room), or Unit. If you're not sure how to format yours, your unit mailroom can confirm.

International customers

If you're shipping outside the US, a few things may come up.

"Customer account creation has been disabled"

This error usually means there's a country restriction on your region. Shopify uses your actual IP location, not a URL parameter, to determine which market you're in. If we don't currently sell to your country, this error appears even though account creation works for US customers.

If you're seeing this and want to place an order, write us at orders@badasspatches.com and let us know where you are. We can look into options for your situation.

Currency switches at checkout

When you enter a non-US shipping address, the checkout currency automatically switches to match the destination country (GBP for UK, EUR for Europe, and so on). This has two effects.

First, any USD store credit on your account becomes unavailable, because store credit is currency-locked. The credit isn't gone, it just doesn't show up as a payment option for non-USD checkouts. To use a USD credit, you'd need to ship to a US or APO/FPO/DPO address.

Second, shipping prices change. Our domestic and APO rates don't apply to international addresses, and international carrier pricing is generally higher.

Store credit

Store credit is locked to the currency it was issued in. A USD store credit only appears as a payment method when the checkout is in USD, which means you need to ship to a US, APO, FPO, or DPO address to use it.

Store credit can't be applied retroactively to an already-paid invoice. If you paid for an order without realizing you had credit available, the options are either refunding your payment and re-invoicing with the credit applied, or holding the credit for a future order.

Logging into the portal

Most "I can't log in" issues trace back to one of a few patterns.

You registered with the email link, not a password

If you registered using the "Email link" (passwordless) option, no password was ever set on your account. Every time you sign in, you'll need to use the email link option again, because there's no password to enter.

If you're getting "invalid login" or "password rejected" errors but you've gotten in fine before, this is almost always why. Either use the "Email link" option every time, or click "Forgot your password?" to set a permanent password.

The email link isn't working

Email magic links expire after a short window. If you're clicking a link from an email that's hours or days old, it won't work. Go back to the sign-in page and request a fresh one, then use it right away.

You're on a government or military network

DoD and government computers often have aggressive network restrictions that block or strip out email magic links in transit. If you're trying to log in from work and the email link isn't working reliably, the more dependable path is to click "Forgot your password?" and set a regular password you can use with email and password login.

You never registered

You can only register for the portal after you've placed an order. The portal at portal.badasspatches.com is for tracking custom orders specifically, and accounts don't exist before there's an order to track.

If you're trying to register before placing an order, that's why nothing is working. Place your order first at badasspatches.com (or with Baddie, our AI assistant on the site), and you'll get a registration invite by email afterward.

If you've already placed an order and never got the invite, check your spam folder. If it's not there, write us at orders@badasspatches.com and we'll resend it.

You're logged in with a different email

If you can log in but you don't see your order, you're probably signed in with a different email than the one used on the order. Log out and sign back in with the email that matches your order.

You ordered through the old form

The portal at portal.badasspatches.com only shows orders placed through the new custom order flow. If your order was placed through our older standard form, your updates come by email instead. You'll know you used the new flow if you were able to submit up to three products on a single form and received a confirmation email that included a progress tracker.

Password requirements

If you're setting a password, it needs to be at least 12 characters and include at least three of these four character types: uppercase letters, lowercase letters, numbers, and symbols. This is a system requirement we can't make looser. If you'd rather not deal with a password at all, the email link option is always available.

Updating an order after you've paid

A few things to know about changes after payment.

You can't update your shipping address yourself through the portal once an invoice is paid. Reply to your order email or write us at orders@badasspatches.com with the new address, and we'll update it on the backend.

If you need to change quantity after paying, that's also something we handle manually. Let us know the new quantity, and we'll send you an updated invoice with any balance to pay.

Promotions and discount codes can't be applied retroactively to a paid invoice. If a promotion launched after you paid, the code will be available for your next order instead.

What if none of this fits my problem?

If you've worked through this guide and you're still stuck, write us at orders@badasspatches.com. The more detail you can include, the faster we can help:

What you were trying to do when the error appeared
The exact error message you saw (a screenshot is great)
The device and browser you're using
Roughly what time the issue happened

We'll dig in and get you sorted.