Customer Portal Settings

To access this settings page, go to Supr Bundles & Subscriptions > Settings > Customer portal


The customer portal lets shoppers manage their own subscriptions with minimal effort from you. This page is where you choose which portal your customers use and exactly what they are allowed to do in it. Changes to the checkboxes are saved with the Save bar at the top of the page.


Not switched the portal on yet? Start with the video guide to enabling the customer portal. If it will not enable, see The customer portal won't enable or says Failed to verify.


Table of contents



Choosing the portal version


The Customer portal card at the top chooses which portal your customers use. It is also the portal the app's emails link to.


  • Customer accounts page (Recommended): a Subscriptions page inside Shopify's new customer accounts. Its card shows an Enabled or Disabled badge and has:
    • Labels: every text customers read in the portal, in your store's main language. Other languages are under Settings > Translations, group Subscription portal.
    • Enable customer portal, or Manage once it is enabled (opens Shopify's checkout and accounts editor). If your store is on legacy customer accounts, this button reads Enable new customer accounts instead.
    • Navigation menu link: Add to customer account menu adds a Subscriptions link to your customer account menu. See Adding the customer portal link to your store navigation.
    • URL: the portal address, to use anywhere.
  • Legacy online store portal: a separate page at /apps/my-subscriptions, for stores on legacy (classic) customer accounts. Its Online store portal theme card has a Customize button for its colors, layout, fonts and texts.


View your customer portal opens the selected portal in a new tab. The checkboxes below apply to both versions.


Subscription management


  • Pause subscriptions: lets customers pause. Turning this off also removes pausing from your cancellation flows, so customers are never offered a pause you do not allow.
  • Cancel subscriptions: lets customers cancel from the portal. If a cancellation flow is active, it runs first.
  • Restart subscriptions: lets customers resume a paused subscription with the Resume subscription button.
  • Instant subscription renewals: adds a Renew immediately button so customers can place their next order now.
  • Change subscription plans: lets customers switch to another subscription option available for that product, for example a different delivery frequency. Only works for subscriptions in the store's default currency.
  • Lock changes before the next order: stops customers changing what their next order holds, from 1 day before to 14 days before it, or Never lock (the default). Inside that window they cannot swap, add or remove products, change quantities, edit a box, add a bundle, change the subscription option, the address or discount codes, so the order can be packed as it is. They can still skip, reschedule, pause, cancel or update their payment method. The portal hides the editing buttons and shows Your next order is being prepared, with the date they can edit again; once the order is placed, editing opens for the next one. You can still edit the subscription from the admin.
  • Maximum quantity per product: the most units of one product a customer can set on their subscription, when they change a quantity, add a product or swap one. Leave it empty for no limit. A line you set higher yourself stays as it is; the customer just cannot raise it further.
  • Minimum order value: customers cannot change their next order so that its products, after discounts and before shipping and tax, come to less than this amount (in your store's currency, converted for subscriptions in another currency). Leave it empty for no minimum. An order already below it can still be changed upwards. When a change would break either limit, the customer sees why before they confirm, for example You can have up to 3 of each product., and the wording is under Labels.


Customers cannot pause or cancel while their subscription is still inside a Minimum commitment set on its subscription option; the portal shows Minimum term not completed. See Requiring a minimum number of payments before cancellation.


Pause management


Controls the choices a customer gets when they resume a paused subscription:


  • Resume on original schedule (or renew immediately if overdue): always offered. If the billing date has already passed, the subscription renews straight away.
  • Renew at next cycle: resume at the next scheduled billing cycle.
  • Choose renewal date: the customer picks the date their subscription restarts.


To limit how long or how often customers can pause, use a pause flow, see Cancellation and pause flows.


Product management


  • Add products: toggle on to let customers add new items to their subscription.
  • Swap products: toggle on to allow products to be replaced.
  • Edit bundle boxes: toggle on to let customers change what is inside a build your own bundle, and how big the box is. Off by default. See Editing a build your own bundle box.
  • Add bundles: toggle on to let customers add a bundle from your bundle offers to their subscription: a build a box, a fixed bundle or a quantity break, priced by its offer. They see their next order's new total before they confirm. Off by default.
  • Remove products: toggle on to let customers remove items from their subscription.
  • Increase product quantities: toggle on to permit quantity increases.
  • Decrease product quantities: toggle on to permit quantity decreases.


Shown products


Decides which products customers can pick when they add or swap:


  • Only products in the same subscription plan (recommended): only products sold on the same offer as the customer's subscription.
  • All products: customers can search your whole catalog, including products that are not in any subscription offer.


Customers see each product's variants that are available on their subscription, up to 250 per product. If you sell separate boxes that must not be mixed, give each its own offer and keep the recommended option.


Bundles in the portal


When a customer subscribes to a bundle, the portal shows the bundle's items grouped together under the bundle's name rather than as loose products.


A bundle is priced as a set, so its items are not edited one at a time:


  • Swapping and quantity changes are not offered on individual bundle items. Replacing one item or changing its quantity would leave a bundle that no longer matches the deal the customer bought, while the bundle price stays in place. A build your own bundle is the exception: it is edited as a whole box, described below.
  • A bundle is removed as a whole. With Remove products turned on, the customer gets a single remove action on the bundle, and confirming it takes out every item in that bundle, including any free gifts or add-ons that came with it.
  • Something must be left behind. The bundle can only be removed while the subscription still has at least one other item. If the bundle is the whole subscription, the customer cancels it instead, which keeps your cancellation flow and its counter-offers in play.


You are not limited by any of this in the admin: on the contract page you can still edit, swap, or remove individual bundle lines, and adjust the price afterwards. See Editing a Subscription Contract.


Editing a build your own bundle box


Turn on Edit bundle boxes under Product management and customers with a build your own bundle subscription get an Edit box button right under the bundle's items in their portal. You can reword the button, for example to "Swap your perfumes", under Labels on the Customer accounts page card, group Bundle box editor.


The box opens as they bought it, one row per item, and they can:


  • Change any item for another product from the pool you chose for that bundle option. The picker lists the products by name, reading numbers in names as numbers, so No. 7 comes before No. 17 and No. 103. It has a search box that filters by product name, which matters when the pool is large, and marks anything already in the box.
  • Change how many of each item they take, when the bundle option lets customers choose how many items go in the box, for example anywhere from 1 to 8. Each row has a count they raise or lower, Add an item puts another product from the pool in the box, and taking an item down to zero removes it. The box total updates as they go, and on an option with tiered discounts they see the step they have reached and how many more items unlock the next one. A box trimmed down to a single item keeps its Edit box button, so they can add to it again later.
  • Change the box size, when your offer has more than one build your own bundle option. Moving from a 3 item box to a 4 item box puts them on that option and asks them to fill the extra slot. A box of a fixed size is edited this way, with Change on each item.


How an edited box is priced:


  • Items that stay in the box keep the price they renew at now. Changing the count of an item they already have does not reprice it either.
  • Only items the customer swaps in or adds are priced at that product's current price.
  • The bundle discount is worked out from the bundle option as it is set up today. If you have since changed the option's discount, the new discount is what applies.


The editor always shows the box total before anything is saved, and shows the old total beside it when the two differ. Nothing is written until the customer confirms, and the change applies from their next delivery.


When the editor is not offered. The box stays exactly as it is, renewing at the price it always has, if any of these is true:


  • The bundle option it was bought from has been deleted, unpublished, or has passed its end date.
  • The option no longer applies to that customer's delivery schedule.
  • The option carries free gifts or add-ons.
  • The subscription is prepaid, is not active, or is still inside its minimum number of orders.
  • The subscription bills in a currency other than your store's own.


Editing is off until you turn it on, because an edited box takes the bundle option's current discount, and any item a customer swaps in or adds is charged at today's price. Turn it on when you are happy with that.


Next billing date


  • Skip next order: toggle on to let customers skip their upcoming delivery. Customers get a Skip next order button on their next delivery card. Once skipped, the button changes to Unskip next order.
  • Change subscription billing dates: toggle on to let customers reschedule their next billing date, with the Reschedule subscription button beside Skip next order on the same card.
  • Change dates before commitment period ends: lets customers reschedule even while their subscription is still inside a minimum commitment. Needs Change subscription billing dates.
  • Max reschedule window: how far ahead customers can move the date: Before the next renewal, Within the next 2 cycles up to Within the next 7 cycles, or Unlimited.


Delivery and payment


  • Update shipping address: toggle on to let customers change their shipping address.
  • Update payment method: toggle on to let customers choose which of their saved payment methods pays for the subscription. New cards are added from the customer's account profile. See How to update a subscription payment method.


Cancellation flow


  • Ask for a reason before cancellation: when enabled, customers must choose a reason before the cancellation is processed. You can supply your own list of reasons or use the default options, which include an "Other" field for open feedback.


This card is the simple version. For counter-offers per reason, suggestions to pause or skip instead, and win-back emails, use Grow > Cancellation flows. The flow created for you there (named Default cancellation flow unless you renamed it) takes over from this card: once it has reasons, customers see its reasons instead of this list, and once its Status is Active, customers are asked for a reason even if this box is unticked. See Cancellation and pause flows.


The reasons customers choose appear on each subscription's Timeline and in the Cancellation reasons card on Analytics.


Loyalty display


Display style chooses how loyalty rewards appear in the portal: Inline card (compact, in sidebar) or Hero banner (prominent, full width).


Common questions


How do I let customers skip their next order?
Turn on Skip next order under Next billing date and click Save.


Can I stop customers from pausing?
Yes. Turn off Pause subscriptions and save. Pausing then disappears everywhere in the portal, including as a suggestion in your cancellation flow.


How do I stop customers adding products that are not on subscription?
Set Shown products to Only products in the same subscription plan (recommended).


Can I rename the buttons in the portal, for example "Add products" or "Edit box"?
Yes. On the Customer accounts page card, click Labels. Edit box is in the Bundle box editor group, and Reschedule subscription and Skip next order are in Skip, reschedule and order now. For the legacy portal, use Customize on the Online store portal theme card.


Does editing a box change the price of everything in it?
No. Items that stay keep the price they renew at. Only items the customer swaps in or adds are priced at today's product price, and the box takes the bundle option's current discount. The customer sees the new total, and the old one beside it, before they save.


Can customers cancel from the product page?
No. Cancelling happens in the customer portal, controlled by Cancel subscriptions and your cancellation flow.


I turned a setting on but customers still can't do it.
Check you clicked Save, that the subscription is not inside a minimum commitment, and see My Customers are not able to edit their subscriptions.



Updated on: 10/03/2026

Was this article helpful?

Share your feedback

Cancel

Thank you!