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# The customer portal won't enable or says Failed to verify

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

The customer portal is a **Subscriptions** page inside your store's Shopify customer accounts. Switching it on takes three steps: turn on Shopify's new customer accounts, add the **Subscriptions** page in Shopify's checkout and accounts editor and click **Save**, then verify. Almost every "it won't enable" or **Failed to verify customer portal** message means one of those three steps did not finish. This guide walks through each one and the fixes for the less common causes.

### Table of contents

* [How enabling works](#3-how-enabling-works)
* [Step 1: Turn on new customer accounts](#3-step-1-turn-on-new-customer-accounts)
* [Step 2: Add the Subscriptions page and click Save](#3-step-2-add-the-subscriptions-page-and-click-save)
* [Step 3: Verify the portal](#3-step-3-verify-the-portal)
* [What Failed to verify customer portal means](#3-what-failed-to-verify-customer-portal-means)
* [Being asked to sign in to your own store is normal](#3-being-asked-to-sign-in-to-your-own-store-is-normal)
* [Adding the portal manually in Shopify admin](#3-adding-the-portal-manually-in-shopify-admin)
* [Home still says Not enabled](#3-home-still-says-not-enabled)
* [The Enable button opens an error page](#3-the-enable-button-opens-an-error-page)
* [The portal page does not load (domain problem)](#3-the-portal-page-does-not-load-domain-problem)
* [Stores on legacy customer accounts](#3-stores-on-legacy-customer-accounts)
* [Stores that only sell bundles](#3-stores-that-only-sell-bundles)
* [Still stuck? Contact support](#3-still-stuck-contact-support)
* [Common questions](#3-common-questions)
* [Related guides](#3-related-guides)

### How enabling works

On **Settings > Customer portal**, the **Customer accounts page** card shows a **Disabled** or **Enabled** badge. Clicking **Enable customer portal** opens a window with two steps:

1. **Enable the customer portal.** The **Enable** button opens Shopify's checkout and accounts editor in a new tab. There you add the **Subscriptions** page from Supr Bundles & Subscriptions and click **Save**.
2. **Verify the customer portal is enabled.** The **Verify** button opens the portal on your storefront. When the page reads **"The customer subscription portal is enabled!"**, go back to the app tab. The app checks again as soon as you return, and the badge changes to **Enabled**.

The app only counts the portal as enabled once the portal page has actually loaded on your store. That is why saving in Shopify's editor is not enough on its own: the Verify step (or any signed in visit to the portal) is what confirms it.

### Step 1: Turn on new customer accounts

The portal lives inside Shopify's **new customer accounts**, so they must be on first.

* Go to [Shopify admin > Settings > Customer accounts](https://admin.shopify.com/settings/customer_accounts) and choose new customer accounts.
* If they are off, the app shows the banner **New customer accounts is not enabled** and the card shows an **Enable new customer accounts** button instead of **Enable customer portal**.

If you want to stay on legacy (classic) customer accounts, see [Stores on legacy customer accounts](#3-stores-on-legacy-customer-accounts) instead.

### Step 2: Add the Subscriptions page and click Save

1. Go to [**Supr Bundles & Subscriptions > Settings > Customer portal**](https://admin.shopify.com/apps/super-subscriptions/app/settings/customer-portal).
2. Make sure **Customer accounts page** (Recommended) is selected at the top.
3. On the **Customer accounts page** card, click **Enable customer portal**, then **Enable**.
4. Shopify's checkout and accounts editor opens in a new tab, on its **Apps** panel. This is expected: Shopify manages checkout and customer accounts in the same editor.
5. Find the **Supr Bundles & Subscriptions** section and click the **(+)** button next to **Subscriptions**. If Shopify asks where to add it, choose **Accounts**.
6. Click **Save** at the top right of the editor. Closing the tab without saving is the most common reason verification fails.

### Step 3: Verify the portal

1. Back in the app window, click **Verify**. Your portal opens in a new tab.
2. If Shopify asks you to sign in, do so (see [Being asked to sign in to your own store is normal](#3-being-asked-to-sign-in-to-your-own-store-is-normal)).
3. Wait until you see **"The customer subscription portal is enabled!"**.
4. Only then switch back to the app tab. You should see the toast **Customer portal enabled** and the **Enabled** badge.

|| If you switch back to the app before the portal page has loaded (for example while you are still waiting for the sign in code), the check runs too early and shows **Failed to verify customer portal**. Just click **Verify** again, finish signing in, and come back once the success message shows.

### What Failed to verify customer portal means

The message reads: **"Failed to verify customer portal. Please ensure you have enabled the Supr Bundles & Subscriptions customer accounts portal in your checkout customization page."** It means the app has not yet seen your portal page load. Check these in order:

1. **The Subscriptions page was not saved.** Click **Enable portal** in the message, add **Subscriptions** with the **(+)** button and click **Save**. Then click **Verify** again.
2. **You came back to the app too early.** Click **Verify** again and wait for the success message before returning.
3. **The portal page shows an error instead of loading.** See [The portal page does not load (domain problem)](#3-the-portal-page-does-not-load-domain-problem).
4. **Shopify needed a moment.** Changes in Shopify's editor can take a short while to go live. Wait a few minutes and verify again.

If none of these apply, click **Contact support** in the message.

### Being asked to sign in to your own store is normal

The Verify button opens the portal exactly as a customer would see it, so Shopify asks you to sign in to a customer account on your own store. This is expected and it is not your Shopify admin login.

* Enter an email address you can check. Shopify emails you a one-time code.
* Enter the code, and the portal opens with the success message.
* You do not need any subscriptions on that account for verification to work.

### Adding the portal manually in Shopify admin

If the **Enable** button does not open the editor, or you prefer to do it yourself, you can add the page directly in Shopify:

1. In Shopify admin, go to [**Settings > Checkout**](https://admin.shopify.com/settings/checkout) and click **Customize** (on some stores the button says **Edit**). You can also start from **Settings > Customer accounts**; both open Shopify's checkout and accounts editor.
2. Open **Apps** (the apps icon in the editor's left bar, or the Apps button at the top).
3. Click **+** next to **Subscriptions** from Supr Bundles & Subscriptions and add it to **Accounts**.
4. Click **Save** at the top right.
5. Go back to **Settings > Customer portal** in the app, click **Enable customer portal** and then **Verify**.

Shopify updates this editor from time to time, so the buttons may look slightly different, but the page you need is always called **Subscriptions**.

Once the portal is enabled, the same card shows a **Manage** button that takes you back to this editor.

### Home still says Not enabled

The **Storefront & portal status** card on **Home** can keep showing **Subscription portal: Not enabled** for a tab that was opened before you finished. **Reload the app page** (or open Home again from the app menu) and it updates to **Active**.

If it still says **Not enabled** after a reload:

* Check the badge on **Settings > Customer portal**. If it says **Disabled**, the verify step has not completed yet: follow [Step 3](#3-step-3-verify-the-portal).
* You can also open the portal yourself from the **URL** row on that card (the eye icon), sign in, wait for it to load, then reload the app.

### The Enable button opens an error page

If **Enable** opens a "page not found" or error page (sometimes an address ending in `/null`) instead of Shopify's editor, the app could not find a checkout it is allowed to customize.

* **Shopify's Pause and Build plan** does not include checkout and customer accounts customization, so the **Subscriptions** page cannot be added while the store is on it. Move the store back to an active Shopify plan, then enable the portal.
* On any other plan, try the [manual route](#3-adding-the-portal-manually-in-shopify-admin). If Shopify's editor does not open there either, contact support.

### The portal page does not load (domain problem)

If the Verify tab shows an error, a "site can't be reached" message or a 404 instead of the sign in page, the problem is usually the web address of your customer accounts, not the app.

* Look at the address in that tab. If it is not a `shopify.com` address (for example `account.yourstore.com`), your store uses its own domain for customer accounts, and that domain needs working DNS records.
* Go to [Shopify admin > Settings > Domains](https://admin.shopify.com/settings/domains), open the domain Shopify flags with an error, and follow Shopify's instructions to fix it.
* DNS changes can take a few hours, sometimes up to 48 hours, to work everywhere. Once the portal page loads, click **Verify** again.

### Stores on legacy customer accounts

Shopify's new customer accounts are what the **Customer accounts page** portal needs. If your store stays on legacy (classic) customer accounts:

* Select **Legacy online store portal** on **Settings > Customer portal**. It needs no enabling or verification.
* It lives at `/apps/my-subscriptions` on your store. Customers enter their email and receive a login link.
* Add a link to it in your store 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/). On legacy accounts, Home shows the portal as **Active** once such a menu link exists.

If the app shows **Customers cannot access the subscription portal**, the portal was enabled earlier but the store is now on legacy customer accounts. Either turn new customer accounts back on or switch to the **Legacy online store portal**.

### Stores that only sell bundles

The portal is for subscribers. If you only sell one-time bundles, customers have nothing to manage there, the Home status card does not list the portal, and you can ignore **Failed to verify customer portal** and any reminder to enable it. Enable it when you add your first Subscription or Bundle + Subscription offer.

### Still stuck? Contact support

Open the chat in the app (or click **Contact support** in the failed message) and tell us:

* Which step fails, and the exact message you see.
* Whether the Verify tab loads a sign in page, a success message, or an error (a screenshot helps).
* Your Shopify plan, if you think it may be Pause and Build.

If we need to look at your checkout and accounts editor, we will send a collaborator access request for you to approve. See [Giving our support team access to your store](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/giving-support-access-to-your-store-549whx/).

### Common questions

**Why does the Enable button take me to a checkout page?**
Shopify manages checkout and customer accounts in one editor, the checkout and accounts editor. The button opens its **Apps** panel, where you add **Subscriptions** and click **Save**.

**Why does verifying ask me to log in to my own store?**
The Verify button opens the portal as a customer sees it, so Shopify asks for a customer sign in. Use any email you can check, enter the code Shopify sends, and the success message appears. See [Being asked to sign in to your own store is normal](#3-being-asked-to-sign-in-to-your-own-store-is-normal).

**I saved in Shopify but the app still says Failed to verify customer portal. What now?**
Click **Verify** again, sign in, and wait for **"The customer subscription portal is enabled!"** before going back to the app. If the page shows an error instead, see [the domain problem section](#3-the-portal-page-does-not-load-domain-problem).

**The portal works but Home still says Not enabled.**
Reload the app page. The status card updates to **Active** once the page reloads after verification.

**Where is the portal block? I can't find it in the theme editor.**
It is not in the theme editor. It is the **Subscriptions** page in Shopify's checkout and accounts editor: Shopify admin > **Settings > Checkout** > **Customize** > **Apps**.

**Do I need the portal if I only sell bundles?**
No. The portal is where subscribers pause, skip, swap and cancel. One-time bundle buyers have nothing to manage there.

**Can I enable the portal on Shopify's Pause and Build plan?**
No. That plan does not allow checkout and customer accounts customization, so the **Subscriptions** page cannot be added until the store is on an active plan.

**Do I still need to add a menu link after enabling?**
It is recommended, so customers can find the portal from their account. Click **Add to customer account menu** on the same card, 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/).

### Related guides

* [A Beginner's Guide to the Customer Subscriptions Portal](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/a-beginners-guide-to-the-customer-subscriptions-portal-143zevu/)
* [[Video Guide] How to Enable the Customer Portal in Supr Bundles & Subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/video-guide-how-to-enable-the-customer-portal-in-supr-bundles-subscriptions-1v2y0ph/)
* [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/)
* [Customer Portal Settings](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/customer-portal-settings-q1tpjk/)
* [My Customers are not able to edit their subscriptions](https://supr-bundles-and-subscriptions.crisp.help/en-us/article/my-customers-are-not-able-to-edit-their-subscriptions-1ssscxk/)