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 is missing (deleted or not yet created).
- The customer portal link in the Subscription admin does not match the name of the customer portal page.
- The Manage Subscription link has not been added or is not in a visible location.
For solutions to these issues, please view the information below.
Shopify customer accounts are disabled
Customers must be logged into to their store account in order to manage their subscriptions. If you have not enabled Shopify customer accounts on your store, customers will not be able to log into their accounts.
Customer hasn't created an account
If customer accounts are enabled on your store 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.
The Manage Subscriptions link has not been added or is not in a visible location
You can place the Manage Subscriptions link anywhere on your storefront, however, it's best to place it in a location your customers can easily find.
Since customers must first log in to their store account before they can access the customer portal to manage their subscriptions, you may want to place it inside the customer account page. You can also place it in your storefront navigation.
If you are using the newest version of Shopify customer accounts, you can add it to your customer account main menu. If you are using Shopify's legacy customer accounts, you can add the link to the account page in your theme code. For detailed instructions, please visit our Manual Installation Guide for Subscriptions for Shopify Checkout.
Note: If the Manage Subscription link was originally placed inside of the customer account area using code, the link will only be accessible to your customers if you are using Shopify's legacy customer accounts. If you've switched to Shopify's new customer accounts, you can either place the Manage Subscription link in your customer account main menu or elsewhere in your storefront navigation, or switch back to Shopify's legacy customer accounts. To see how to do this, please visit Shopify's help center.