Troubleshooting Bold Subscriptions V2

While using Bold Subscriptions V2, you may come across some issues with orders or products not displaying properly on the storefront. While some issues can be corrected through the in-app settings, other issues may be related to missing liquid code on your theme.

In this help article, we are going to address some common issues that you may come across within Bold Subscriptions V2, and the steps that could be taken to resolve each issue.

 Caution

Please note that this article only relates to Version 2 of Bold Subscriptions. If you have Version 1 of Bold Subscriptions currently installed on your store, then please visit Troubleshoot Display Settings in Bold Subscriptions V1.

If you are unsure of which version that you have currently installed on your store, please visit Identify Your Version of Bold Subscriptions.

 


 

If a subscription has been activated in Bold Subscriptions and is not appearing on the storefront, this can be the result of one of the following:

  • Your payment gateway is not connected. In order for the subscriptions widget to appear on the product page, your store must use Shopify Payments, PayPal Express, or Authorize.net to process your customer's payments. Please visit Shopify Payments for more information on setting up and configuring Shopify Payments on your store.
  • Missing Liquid Code/Incomplete Installation. In order for the subscription widget to appear on the product page, a liquid code update is needed on your store's theme. Please visit Installation Guide for Bold Subscriptions V2 for steps that you can follow to request a liquid code installation or complete the installation yourself.

If you are currently using Safari version 13.0.5 as your default browser, you may experience an error when trying to create or make changes to your subscription groups.

The error message may look something like this:

Error_Message_Occurred.png

 

To resolve this error, please try completing the subscription changes on a different browser.

When creating a subscription group within Bold Subscriptions V2, you are able to toggle the group to make it active or inactive on your storefront. 

If you are seeing an error message appear when you toggle a subscription group within the Bold Subscriptions app, please contact our Merchant Success Team to let us know you've experienced this error on your store.

The error message may look something like this:

Error_Updating_Subscription_Group.png

 

At this time, Bold Subscriptions V2 relies heavily on the integration with Shopify. This includes utilizing the native Shopify checkout.

It is currently a limitation of Shopify that local pickup and delivery, and draft orders are unable to work with subscription purchases on your store. For more information on Shopify requirements and eligibility, please visit the Setting up subscriptions article on the Shopify Help Center.

This issue is coming from the behavior of the the Apple device or browser. We recommend to reach out to Apple support to see if they can resolve this issue for you.

If there is an existing discount code attached to your customer's existing subscription, you will receive an error when trying to swap in a new product. To resolve this you can remove the discount code from their subscription temporarily and then add it back in once the swap is complete.

To see how to remove and add a discount code to an existing subscription, please visit Subscription Management V2: Merchant Perspective.

Products can only be added to existing subscriptions from within the admin. Your customers will need to contact you to request a product be added to their existing subscription.

If the product is in an existing subscription group, the subscription discount will not be applied.

Shopify does not check for inventory on recurring orders at this time. If your product is out of stock, subscription orders will continue to generate.

If your customer is unable to log into their account, please ensure you have your customer accounts enabled in Shopify. They will need to be set to optional or required. The Customer Portal resides inside the Shopify customer account area. If your Shopify customer accounts are disabled, your customer will not be able to log into the Customer Portal.

If your Shopify 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. In this case, you can send an invitation from within Shopify to invite the customer to create an account. For step-by-step instructions, please visit Shopify's support article, Customer Accounts.

If your customer can log in but they are seeing a blank page, this means your Customer Portal page has not yet been created. For information on how to correct this, please visit Set Up and Manage the Customer Portal.

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