There may be times an order fails or you have trouble updating a subscription and Bold Subscriptions displays an error message. This article outlines some common error messages and provides the steps you can take to resolve the issue.
Error message: "error getting delivery options: No applicable delivery options found for the subscription contract"
This error message appears when a subscriber attempts to change their shipping address in the customer portal to a new address that your store does not have an eligible shipping rate for. To resolve this, ensure your Shopify shipping zones are configured to include the address that your customer needs.
This error can also occur if third party shipping rates are used on your store, as Bold Subscriptions can only retrieve Shopify shipping rates.
If your subscribers are still experiencing this error when trying to update their shipping address while an eligible shipping rate is available, please reach out to our Customer Success team.
Error message: "undefined method `session_id' for an instance of PaymentsApi::Inputs::StripeCustomerRecord. The next order attempt will be made on *Month* *Day*, *Year*'"
This error message may appear when a subscriber needs to authorize their payment method due to SCA (Strong Customer Authentication). Please visit Strong Customer Authentication (SCA) in Subscriptions for Shopify Checkout for more information on authorizing the payment.
Error message: "Your next order failed to process. The order couldn't process because you don't have a payment provider enabled on your shop."
This error appears if the payment gateway associated with the customer's subscription is no longer connected to your Shopify store. To resolve this, reconnect the payment provider to your Shopify store.
Error message: "PlatformAPIError committing draft: Validation failed: Shipping address phone Enter a phone number"
This error appears when you have the phone number set to required in Shopify's checkout settings and your customer does not have a phone number in their Address and shipping information in Bold Subscriptions. This can prevent both you and your customer from making any subscription updates such as adding or swapping products, changing the order date or frequency, and more.
To resolve this issue, you can set the shipping address phone number to optional in your Shopify checkout settings, or add the customer's shipping phone number in Bold Subscriptions using the following steps:
- From within Bold Subscriptions, navigate to Customers.
- Search for the customer by name or email.
- Click on the ellipsis beside the customer, and select Manage Subscriptions.
- Click Edit next to Address and shipping information.
- Enter a shipping address phone number.
- Click Save changes.