My Customers are not able to edit their subscriptions

If shoppers report that they can't log in to the portal, can't find their subscription, or can't pause, skip, swap or cancel, work through these checks in order. Most cases are one of four things: the portal is not enabled yet, the customer is signed in with a different email, the action is switched off in your settings, or the subscription is still inside a minimum commitment.


Table of contents



How customers access the portal


There are four ways customers can enter their subscription management portal:


  • From email notifications sent by Supr Bundles & Subscriptions
  • Through their Shopify customer account page (if you use the Customer accounts page portal)
  • Via a link in your store's navigation menu (if you added one)
  • Via the portal URL shown on Settings > Customer portal


Ensure the customer portal is enabled


Go to Supr Bundles & Subscriptions > Settings > Customer portal and check which portal is selected at the top.


If you use the Customer accounts page portal, its card must show the Enabled badge. If it shows Disabled, the portal has not been switched on yet:



This video walks through enabling it from start to finish:



For more detail, see the Customer portal documentation.


Check you are using the right portal version


  • Your store uses new customer accounts, but Legacy online store portal is selected. Customers get the older portal at /apps/my-subscriptions, which has fewer features (for example, adding products). Select Customer accounts page, enable it, and replace your old menu link with the new one (or click Add to customer account menu). Customers then reach the new portal from their account page or the next email link.
  • The app shows Customers cannot access the subscription portal. The Customer accounts page portal is enabled but your store is on legacy customer accounts. Turn new customer accounts back on, or select Legacy online store portal.


Ensure the customer portal is correctly linked in your online store navigation


Ensure that your online store includes a working link to the customer portal in its navigation menu. If this link is missing or points at the portal you are not using, customers may have difficulty finding their subscriptions.


For step-by-step instructions on how to add or update the customer portal link, see Adding the customer portal link to your store navigation.


Allow edits in customer portal settings


Open Supr Bundles & Subscriptions > Settings > Customer portal and confirm that the permission for the edit the customer is attempting is ticked, then click Save:


  • Pause: Pause subscriptions. Resume: Restart subscriptions. Cancel: Cancel subscriptions.
  • Skip: Skip next order. Change the date: Change subscription billing dates. Order now: Instant subscription renewals.
  • Change frequency: Change subscription plans.
  • Add, swap, remove, quantities: the Product management checkboxes. Which products they can pick: Shown products.
  • Address and payment: Update shipping address, Update payment method.


When an option is off, customers must contact you and you make the change for them from Subscriptions, see Managing a customer's subscription on their behalf. More information is in Customer portal settings.


Confirm the customer email


Check that the customer is logged in with the same email address used when the subscription was purchased. Subscriptions are linked to the customer by that email: if they use a different account, the portal won't show their subscriptions. This is the most common reason a customer says "my subscription is not listed".


Customers who cannot log in


  • Customer accounts page portal: customers sign in the usual Shopify way, with their email and a one-time code that Shopify emails them. Ask them to use the email from their order and to check their spam folder for the code.
  • Legacy online store portal: customers enter their email and click Get login link; the app emails them a link. Ask them to use the order email and check spam. See Subscription emails going to spam or not being received.
  • Customers can also open the portal from the link in any subscription email from your store.


Check for active commitments


Some subscription options have a Minimum commitment (Minimum orders, counting the first order). Until the customer has placed that many orders, the portal disables pausing and cancelling and shows Minimum term not completed. On the subscription page in the admin, the same rule shows as the minimum number of renewals.


Rescheduling is also blocked during the commitment unless you tick Change dates before commitment period ends on Settings > Customer portal. See Requiring a minimum number of payments before cancellation.


Other reasons a button is missing


  • The subscription's status. Skip next order and Renew immediately only show on active subscriptions, and Resume subscription only on paused ones.
  • A pending reward. If the customer accepted a free product or gift card offer in a cancellation or pause flow, pausing is unavailable until their next order goes through.
  • Bundles. Items in a bundle are not swapped or re-quantified one by one; the bundle is removed as a whole, and build your own boxes use Edit box. See Bundles in the portal.
  • Products outside the offer. With Shown products set to Only products in the same subscription plan (recommended), customers can only add or swap to products sold on the same offer.


When a change does not save


If a customer has permission and the button is there, but the change does not stick (for example a new address that does not save), contact support with the subscription number and, if possible, a screen recording of what the customer sees. We will look into it. Meanwhile you can make the change for them from Subscriptions.


Common questions


A customer logged in but their subscription is not listed. Why?
They are almost always signed in with a different email from the one on the order. Ask them to sign in with the order email.


Customers can see the portal but there is no Skip button.
Turn on Skip next order under Next billing date on Settings > Customer portal and click Save. If they already skipped, the button reads Unskip next order.


Why is the Cancel button greyed out?
The subscription is still inside its Minimum commitment. Once the customer has placed the required number of orders, they can cancel.


Customers can only remove products, not add them.
Turn on Add products. If your store uses new customer accounts but still has Legacy online store portal selected, switch to Customer accounts page.


Do customers have to contact me to cancel?
Not if Cancel subscriptions is on and the portal is enabled. They cancel themselves in the portal, through your cancellation flow if you have one.


What should I check first when a customer can't manage their subscription?
The portal is enabled, the customer uses the order email, the action is allowed on Settings > Customer portal, and no minimum commitment is blocking it.



Updated on: 09/25/2026

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