Why is my old address showing up at checkout?Updated 2 months ago

If you’ve already updated your address in your Koh account but an old address still appears at checkout, it’s likely stored in your Shop Pay account. Shop Pay saves shipping details separately from the information you have with us, similar to how you might save an address in PayPal or Afterpay.

This means that even if your address is correct in our system, Shop Pay may be pulling in an outdated address. Below are a few ways to resolve this issue:

• Update the Address in Your Shop Pay Account
  1. Click or tap the arrow (chevron) next to the “Ship to” address during checkout.
  2. Choose Edit or Add a New Address within Shop Pay.
  3. Save your correct shipping details to ensure Shop Pay is up to date.
     
     Note: This only updates the address in Shop Pay. It does not affect your Koh account settings or any subscription addresses you may have with us.
     
     
• Contact Shop Pay Support if You’re Stuck
  If you’re having trouble editing your address or removing old addresses in Shop Pay:
  • Visit Shop Pay Support or use the Shop Pay app for further assistance.
  • They’ll help you manage the addresses in your Shop Pay wallet, which we don’t have access to.
    
    
• Use an Alternative Payment Method
  If you’d rather skip updating your Shop Pay details or you still see the wrong address:
  1. Scroll down on the checkout page until you find “Alternative payment methods.”
  2. Tap the arrow or link to reveal other payment options, such as Apple Pay, a debit/credit card, or Afterpay (if available).
  3. Manually enter the correct shipping address with one of these methods.

Frequently Asked Questions

• Q: Does editing my address in Shop Pay update my Koh account or subscription info?
• A: No. Shop Pay details are separate. If you need to update your Koh account address or a subscription address, log into your Koh account and edit it there.
  
  
• Q: Why can’t you update my Shop Pay address for me?
• A: Shop Pay is a secure wallet that only you can access. We’re unable to see or change any of those details.
  
  
• Q: I edited my address in Shop Pay, but the old address still appears.
• A: Try signing out of Shop Pay, clearing your browser cache, and then signing back in. If it persists, contact Shop Pay support or select a different payment method at checkout.

Need More Help?

If you still have questions or issues placing your order, feel free to reach out to our support team. We’re always happy to help ensure your order ships to the correct address!