Skio does not process payments. Understanding how payments actually flow through your subscription program will help you know where to go when something changes with your payment provider.
How payment processing works with Skio
When a subscription order is due, Skio triggers the charge through Shopify. Shopify then routes that charge to your connected payment gateway, which handles the actual transaction. Skio never touches payment method data directly — all card and payment token data lives in your payment processor and Shopify's payment vault, not in Skio.
This means the payment flow looks like this: Skio initiates the order > Shopify places the charge > your payment gateway processes it.
What this means when something changes with your payment processor
If your payment processor announces a change — whether that's a required upgrade, a token migration, or a deprecation — that's a conversation between you and your payment provider. Skio is not involved in the payment gateway itself and cannot make changes on your behalf.
Common scenarios where you'll need to act directly with your payment provider:
Gateway upgrade required: Some processors periodically release new versions of their Shopify integration. If your current version is being deprecated, the processor will typically notify you directly and provide upgrade instructions. You'll need to follow their steps to migrate to the new version.
Token migration: If your processor requires existing payment tokens to be migrated to a new system, that process is handled by the payment processor — not by Skio or Shopify. Your processor's support team can walk you through what's required.
Gateway no longer supported on Shopify: If a payment gateway is being removed from Shopify's list of supported subscription gateways, you'll need to migrate your subscribers' payment method data to a compatible gateway. Skio can continue billing once a valid, compatible gateway is in place. Once the steps required with your payment processor are complete, you can reach out to help@skio.com to ensure your customers are properly configured.
If your payment gateway isn't updated or migrated before a deprecation deadline, subscription charges may fail. Contact your payment provider as soon as you receive any notice about a required change.
Where to get help
For anything related to your payment gateway — upgrade instructions, token migrations, billing errors originating from the processor, or changes to your gateway configuration — contact your payment provider's support team directly. They have the most context on the data flowing through their system.
Commonly used processors and where to reach them:
Shopify Payments: Contact Shopify support directly.
Stripe: Visit support.stripe.com or contact Stripe support directly.
Authorize.net: Visit support.authorize.net or contact Authorize.net support directly.
If you're unsure how a payment gateway change might affect your Skio setup specifically, reach out to Skio support at help@skio.com and we can help you review your configuration.
See also: What Skio merchants need to know about Shopify’s payment infrastructure changes
FAQ
Does Skio store my customers' payment information?
No. Skio does not store payment method data. All card and payment token data is stored in your payment processor and Shopify's payment vault. Skio uses the payment processor's API to associate the correct payment method with each subscription when a charge is due.
My payment processor sent me a notice about a required upgrade. Do I need to notify Skio?
You don't need to notify Skio before completing the upgrade, but you should follow your payment processor's instructions and complete the upgrade before any stated deadline. If you're unsure whether the change will affect your subscription billing, reach out to Skio support at help@skio.com and we can help you assess your setup.
My gateway is being deprecated. What happens to my subscribers' payment methods?
If your current gateway is no longer supported on Shopify, you'll need to migrate your subscribers' payment method data to a compatible gateway before the deprecation date. This process is managed by your payment processor — contact their support team for migration instructions. Once a compatible gateway is in place and connected to your Shopify store, Skio will continue billing normally.
Subscription charges are failing. Is this a Skio issue?
Not necessarily. Skio surfaces the exact error code and message returned by Shopify or your payment gateway, but the error itself originates from your payment provider. Check the error message on the failed subscription in your Skio Dashboard and share it with your payment processor's support team. If the error is unclear or you need help interpreting it, contact Skio support at help@skio.com.
See also: Payment and billing errors.