There are a few reasons your customer is not able to log in and manage their subscriptions in the customer portal. Some of these are as follows:
- Shopify customer accounts are disabled.
- The customer has not yet created an account.
- The customer portal page has been deleted or not yet created.
- The customer portal link in the Subscription admin does not match the name of the customer portal page.
- You've switched to Shopify's new customer accounts.
For solutions to these issues, please view the information below.
Shopify customer accounts are disabled
If your customer is unable to log into their account, please make sure you have customer accounts enabled and accessible on your Shopify store. The customer portal resides inside the Shopify customer account area. If your Shopify customer accounts are disabled or hidden, your customer will not be able to log into their account or the customer portal.
Note: At this time we recommend that you use classic customer accounts to ensure your customers are able to access their customer portal. For more information on how to enable classic customer accounts on your store, please visit Shopify's Help Center.
Customer hasn't created an account
If Shopify's classic customer accounts are enabled and your customer still cannot log into their account, it may be due to the fact that they have not yet created an account. You can check their account status in their customer profile in the Shopify admin. If they have not yet created an account, you can send them an invitation to create an account from their profile. Read more about this on Shopify's Help Center.
Missing customer portal page
If your customer can log in but they are seeing a blank page, this means your customer portal page has been accidentally deleted or not yet created. To correct this, please follow the steps below.
- From within the Shopify admin, select Online Store > Pages.
- Click Add page.
- Name the page Manage Subscriptions.
- Click the Show HTML button, then add the following line of code to the input box:
<div id="customer-portal-root"></div> - Click Save.
The customer portal link in the Subscriptions admin does not match the name of the customer portal page
If the name of the customer portal page is different than the customer portal link set in the Subscriptions admin, your customer will be directed to a 404 error or blank page. By default, the page is titled Manage Subscriptions on install. If you have changed the name of the page, you must update the link in the Subscriptions admin.
To correct this issue, please follow these steps:
- Login to the Bold Subscriptions admin.
- Navigate to Settings > Customer portal.
- Under Admin customer portal link, update the link to match your customer portal page name.
Note: By default, the link is set to pages/manage-subscriptions.
- Click Save.
You've switched to Shopify's new customer accounts
If the Manage Subscription link was originally placed inside of the customer account area, the link will only be accessible to your customers if you are using Shopify's classic customer accounts. You can either place the Manage Subscription link in your storefront navigation so it is accessible from the storefront, or switch back to Shopify's classic customer accounts. To see how to do this, please visit Shopify's help center.