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# A Beginner's Guide to the Customer Subscriptions Portal

| To access the customer portal settings, go to [**Supr Bundles & Subscriptions > Settings > Customer portal**](https://admin.shopify.com/apps/super-subscriptions/app/settings/customer-portal)

The customer portal is where your subscribers manage their own subscriptions after they buy: pause, skip, reschedule, swap products, change frequency, update their address and cancel, without emailing you. This guide explains the two portal versions you can choose on the settings page, **Customer accounts page** (Recommended) and **Legacy online store portal**, what customers can do in them, and what you can change.

### Table of contents

* [Video walkthrough](#3-video-walkthrough)
* [What customers can do in the portal](#3-what-customers-can-do-in-the-portal)
* [How customers access the portal](#3-how-customers-access-the-portal)
* [Customer accounts page (Recommended)](#3-customer-accounts-page-recommended)
* [Enabling the customer accounts portal](#3-enabling-the-customer-accounts-portal)
* [Legacy online store portal](#3-legacy-online-store-portal)
* [Which products customers can add or swap](#3-which-products-customers-can-add-or-swap)
* [Changing how the portal looks and what it says](#3-changing-how-the-portal-looks-and-what-it-says)
* [Managing customer permissions](#3-managing-customer-permissions)
* [Seeing what customers changed and why they cancelled](#3-seeing-what-customers-changed-and-why-they-cancelled)
* [Up next: Adding the customer portal link to your store navigation](#3-up-next-adding-the-customer-portal-link-to-your-store-navigation)
* [Common questions](#3-common-questions)

### Video walkthrough

Enabling the portal, start to finish.

${frame}[](https://www.youtube.com/embed/2kH4pMUpVXM)

### What customers can do in the portal

Each action can be switched on or off on **Settings > Customer portal**. The setting that controls it is in brackets.

* **Pause and resume** a subscription (**Pause subscriptions**, **Restart subscriptions**; the **Pause management** card decides how a paused subscription restarts).
* **Cancel** (**Cancel subscriptions**, optionally through a [cancellation flow](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/cancellation-and-pause-flows-9ur3fs/)).
* **Skip the next order**, and undo that skip (**Skip next order**).
* **Reschedule** the next order date (**Change subscription billing dates**, limited by **Max reschedule window**).
* **Order now** with the **Renew immediately** button (**Instant subscription renewals**).
* **Change delivery frequency** by switching to another subscription option available for that product (**Change subscription plans**).
* **Add, swap and remove products** and change quantities (the **Product management** card).
* **Edit a build your own bundle box** (**Edit bundle boxes**).
* **Add a bundle** from your bundle offers (**Add bundles**).
* **Update the shipping address** (**Update shipping address**).
* **Choose a different saved payment method** (**Update payment method**). New cards are added from the customer's account profile, see [How to update a subscription payment method](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/how-to-update-a-subscription-payment-method-1x8hsc3/).

The subscription page also lists the **upcoming orders**: the next three order dates, worked out from the next order date and how often the subscription renews (fewer when the subscription ends sooner). On a prepaid subscription it also lists the **upcoming deliveries** still to come in the period already paid for. These are expected dates: skipping or rescheduling an order moves them. Below them, **Order history** lists every order the subscription has placed, each linked to its order page.

Before a change to products, quantities, a bundle box, the subscription option or the address is saved, the customer sees their next order total as Shopify calculates it, next to what it was, so a price change never comes as a surprise. When a new address changes the shipping method or its price, the customer is told before they confirm (this applies when **Settings > Shipping > Automatic shipping price updates** is on for changes made in the customer portal; otherwise the shipping stays as it was). A cancellation or pause offer with a discount shows the next order's amount with the discount applied, and you can put that amount in your own offer text by writing {{ next_order_total }} in the offer's message or button label. The wording of these messages is under **Settings > Customer portal > Labels**.

Customers cannot pause or cancel while a subscription is still inside a **Minimum commitment**; the portal shows **Minimum term not completed** instead. See [Requiring a minimum number of payments before cancellation](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/requiring-a-minimum-number-of-payments-before-cancellation-1gsnxae/).

Anything a customer cannot do themselves, you can do for them from **Subscriptions**, see [Managing a customer's subscription on their behalf](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/managing-a-customers-subscription-on-their-behalf-iwgzlk/).

### How customers access the portal

* **From the app's emails.** Subscription emails, such as the upcoming renewal reminder, link to the portal you selected on the settings page. The emails link to the portal; the customer then pauses or cancels there.
* **From their Shopify customer account** (Customer accounts page only), under **Subscriptions** once you add it to the account menu.
* **From a link in your store's menu**, see [Adding the customer portal link to your store navigation](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/adding-the-customer-portal-link-to-your-store-navigation-bih7u5/).
* **From the portal URL**, shown in the **URL** row on the settings page, which you can use anywhere.

Customers see the subscriptions placed with the email address they sign in with. If a customer says their subscription is missing, they are almost always signed in with a different email from the one on the order.

### Customer accounts page (Recommended)

|| This version is built into Shopify's new customer accounts.

Customers manage their subscriptions on a **Subscriptions** page in their Shopify customer account, next to their orders and account details. They sign in the way Shopify customer accounts always work: they enter their email and Shopify sends them a one-time code.

![The customer accounts subscriptions portal](https://storage.crisp.chat/users/helpdesk/website/-/7/f/3/a/7f3a3e9ddc403000/screenshot-2025-07-12-at-13094_cggz8t.png =1112xauto)

On the settings page, the **Customer accounts page** card shows whether the portal is **Enabled** or **Disabled**, and has:

* **Labels**: every text customers read in the portal (see [Changing how the portal looks and what it says](#3-changing-how-the-portal-looks-and-what-it-says)).
* **Enable customer portal** (or **Manage** once it is enabled).
* **Navigation menu link**: add the portal to your customer account menu with **Add to customer account menu**.
* **URL**: the portal's address, with buttons to open it.

### Enabling the customer accounts portal

| Shopify's [new customer accounts](https://help.shopify.com/en/manual/customers/customer-accounts/new-customer-accounts) must be on to use this version of the portal. Turn them on in [Shopify admin > Settings > Customer accounts](https://admin.shopify.com/settings/customer_accounts).

1. Go to [**Supr Bundles & Subscriptions > Settings > Customer portal**](https://admin.shopify.com/apps/super-subscriptions/app/settings/customer-portal).
2. On the **Customer accounts page** card, click **Enable customer portal**, then **Enable**.
3. In Shopify's checkout and accounts editor that opens, click the **(+)** next to **Subscriptions** in the **Supr Bundles & Subscriptions** section, then click **Save** at the top right.
4. Back in the app, click **Verify**. Sign in if Shopify asks (this is normal) and wait for **"The customer subscription portal is enabled!"**, then return to the app. The card now shows **Enabled**.

Seeing **Failed to verify customer portal**, or still **Not enabled** on Home? See [The customer portal won't enable or says Failed to verify](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/the-customer-portal-will-not-enable-or-verify-1mizdkl/).

### Legacy online store portal

|| The legacy portal is hosted at a dedicated storefront URL: `/apps/my-subscriptions`.

This version is a separate page in your online store, outside the Shopify account area. It works with legacy (classic) customer accounts. Customers enter their email and receive a login link. New portal features are added to the **Customer accounts page** version, so switch to it once your store uses new customer accounts.

![The legacy customer subscriptions portal](https://storage.crisp.chat/users/helpdesk/website/-/7/f/3/a/7f3a3e9ddc403000/screenshot-2025-07-12-at-13041_18970ki.png =1029xauto)

When **Legacy online store portal** is selected, the settings page shows its URL, a **View menus** button for adding it to your store menu, and the **Online store portal theme** card for its look.

### Which products customers can add or swap

**Settings > Customer portal > Product management > Shown products** decides what the add and swap lists offer:

* **Only products in the same subscription plan (recommended)**: only products sold on the same offer as the customer's subscription. Use this to keep customers to products you actually sell on subscription.
* **All products**: customers can search your whole catalog, including products that are not in any subscription offer.

Within those products, customers see the variants that are available on their subscription (up to 250 per product). Swaps work between real Shopify variants: "options" created by a separate product options app are not variants and cannot be swapped.

If you sell separate boxes that must not be mixed (for example a 4 bag and a 12 bag box), put each in its own offer and keep **Only products in the same subscription plan (recommended)**.

### Changing how the portal looks and what it says

**Customer accounts page (Recommended)**

* **Wording:** every text customers read (buttons, headings, messages) is editable under **Settings > Customer portal > Labels**, in your store's main language. Other languages are under **Settings > Translations**, group **Subscription portal**.
* **Colors and fonts:** the portal is drawn by Shopify inside customer accounts, so it follows the branding you set in Shopify's checkout and accounts editor (Shopify admin > **Settings > Checkout** > **Customize**). Apps cannot add their own styling to it.
* **Shopify's own frame** around the portal (for example the **More actions** menu) is edited in **Online Store > Themes > Edit default theme content**.
* **Not possible:** adding your own content, images or a custom message block, or showing data from other apps (for example giveaway entries). To tell customers something, reword an existing label or use your emails. For rewards, see [Loyalty programs](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/loyalty-programs-bun7bv/).

**Legacy online store portal**

On the **Online store portal theme** card, click **Customize** to change its **Colors** (Background, Text, Secondary text, Button, Button text), **Layout** (Font scale, Roundness, Maximum page width, Thickness), **Typography** and its texts. Other languages are under **Settings > Translations**, group **Customer portal (legacy)**.

### Managing customer permissions

You control which actions customers can take in the portal, such as pausing, cancelling, skipping or editing products. Each permission is a checkbox on the settings page. For the full list and what each one does, see our [Customer Portal Settings guide](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/customer-portal-settings-q1tpjk/).

### Seeing what customers changed and why they cancelled

* **On the subscription:** open it from **Subscriptions**. The **Timeline** card lists the changes made to it and whether the customer or you made them, for example "The customer skipped the next renewal" or a status change with the cancellation reason the customer chose.
* **By email:** under **Settings > Notifications > Staff notifications**, the **Paused subscription** and **Cancelled subscription** emails tell you when a customer pauses or cancels.
* **Across all subscriptions:** **Analytics** has a **Cancellation reasons** card, and each flow under **Grow > Cancellation flows** or **Pause flows** shows its own results.

### Up next: Adding the customer portal link to your store navigation

Once you've chosen a portal experience, add it to your storefront so customers can easily find it. For step-by-step instructions, see [Adding the customer portal link to your store navigation](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/adding-the-customer-portal-link-to-your-store-navigation-bih7u5/).

### Common questions

**Do my customers have to email me to cancel or pause?**
No. Once the portal is enabled, they do it themselves, within the permissions you set. They reach it from the app's emails, their customer account, or your store menu.

**Can I put a cancel button under the widget on the product page?**
No. Cancelling happens in the customer portal, where your cancellation flow can run first. If you need something different, send us a [feature request](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/requesting-a-feature-1v21etg/).

**Can I change the portal's colors or add my own content?**
The wording, yes, under **Labels**. The colors of the Customer accounts page portal follow your Shopify checkout and accounts branding; custom styling and custom content blocks are not possible.

**Why does "add products" show products that are not on subscription?**
**Shown products** is set to **All products**. Choose **Only products in the same subscription plan (recommended)** to limit the list to products in the customer's offer.

**Customers can only remove products, not add them. Why?**
Turn on **Add products** under **Product management**. If your store uses new customer accounts but the settings page still has **Legacy online store portal** selected, switch to **Customer accounts page** and update your menu link.

**Why can't a customer see their subscription after logging in?**
They are signed in with a different email address from the one used for the order. Ask them to sign in with the order email.

**Which portal do my emails link to?**
The one selected at the top of **Settings > Customer portal**.