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Troubleshooting Subscriptions for Shopify Checkout

Laurel
Laurel
  • Updated

While using Subscriptions for Shopify Checkout, there may be times when you notice things aren't behaving as expected. While some issues can be corrected quickly through the in-app settings, other issues may be related to the installation.

This article addresses some common issues that you may come across and outlines some steps that you can take to resolve them.

 


 

  • 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.
    • Incomplete installation. Bold Subscriptions must be installed on your theme in order to work properly. How this works depends on your theme. For more information, please visit one of the following articles to complete your installation:
  • 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.

  • It is currently a limitation of Shopify that 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 or reach out to Shopify's support.

  • 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: Merchant Perspective.

  • There are a couple reasons why you may not be able to swap a product.

    1. If a customer is using a currency which is different from the store's base currency, swapping is disabled.
    2. Products must belong to the same subscription group in order to be swapped. If you would like to swap a product from another subscription group, you can change the subscription group it belongs to in order to perform the swap. For instructions on how to do this, please visit Subscription Management: Merchant Perspective.
  • To ensure your customer can add a product to their subscription, you must:

    • Enable the setting to allow this.
    • Ensure your customer is using the same currency as your store's currency.
    • Have the product available for subscription.

    For more information on how you can allow your customers to add products to their existing subscriptions, please visit Subscription Management: Customer Perspective.

    If the product doesn't belong to an existing subscription group, but you'd still like to allow your customer to add it to their existing subscription, you can add the product on their behalf. To see how this is done, please visit Subscription Management: Merchant Perspective.

    If your customer is seeing an error when trying to add a product to their subscription, please view the troubleshooting step below, under I am seeing an error when trying to add a product to an existing subscription.

  • 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.

  • There are a few reasons your customer is not able to log in or access the customer portal. Some of these are as follows:

    • Shopify customer accounts are disabled.
    • Your customer has not yet created an account.
    • The customer portal page has been deleted or not yet created. 

    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 the customer portal.

    Customer hasn't created an account.

    If 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 to create an account from within their Shopify customer profile. 

    As Shopify makes new customer accounts available to merchants, we are working to support this feature in Bold Subscriptions. At this time we recommend that you use classic customer accounts to ensure your customers are still able to access their customer portal. For more information, please visit Shopify's support article, Customer Accounts.

    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 deleted or not yet created. To correct this, please follow the steps below.

    1. From within the Shopify admin, select Online Store > Pages.
    2. Select Add page.
    3. Name the page Manage Subscriptions.
    4. Select the Show HTML button, then add the following line of code to the input box:
      <div id="customer-portal-root"></div>
    5. Select Save.
  • If you have not set up your subscription cancellation policy in Shopify and are using the App Widget Block on a Shopify 2.0 theme, your customers will be directed to a 404 error page.

    For more information on how to set this up, please visit Subscription Policies for Subscriptions for Shopify Checkout.

  • The following message: Error adding the product to your subscription, may appear if your store does not have an eligible shipping rate for the new subscription total.

    Please ensure you have an eligible shipping rate for the new total once the product is added to the existing subscription.

     Example

    Add a product error

    If you do have an eligible shipping rate and you are still seeing this error, please reach out to our Customer Success team.