My Customers are not able to edit their subscriptions
If shoppers report that they can't manage a subscription from the portal, use these troubleshooting steps.
Table of contents
- How customers access the portal
- Ensure the customer portal is enabled
- Allow cancellations in customer portal settings
- Ensure the customer portal is correctly linked in your online store navigation
- Confirm the customer email
- Check for active commitments
- Related guides
How customers access the portal
There are three ways customers can enter their subscription management portal:
- From email notifications sent by Super Subscriptions
- Through their Shopify customer account page (if using the Customer Accounts Portal)
- Via a link in your store’s navigation menu (if enabled)
Ensure the customer portal is enabled
Go to Super Subscriptions > Customer portal and double-check your selected customer portal is active.
If you use the Customer Accounts Portal, make sure it is marked as enabled on that page. See the Customer portal documentation for details.
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 incorrect, customers may have difficulty accessing their accounts or managing their subscriptions.
For step-by-step instructions on how to add or update the customer portal link, please refer to the following guide: Adding the customer portal link to your store navigation
Allow edits in customer portal settings
Open Super Subscriptions > Settings > Customer portal and confirm that** **the permissions for the specific edits the customer is attempting are enabled. When options are disabled, customers must contact you to make those edits on their behalf through the Super Subscriptions apps. More information is available 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. If they use a different account, the portal won't display their active contracts.
Check for active commitments
Some subscription options specify a Minimum number of renewals. Customers can't cancel until that commitment is met. Review the subscription contract duration limits to confirm this.
Related guides
- Adding the customer portal link to your store navigation
- A Beginner's Guide to the Customer Subscriptions Portal
- Customer Portal Settings
- A Beginner's Guide to Subscription Contracts
AI Training Notes (Hidden)
[AI-TAG]
- Feature: Troubleshooting cancellations
- Key Steps: Portal enabled, cancellation toggle, customer email, commitment period
- Related Guides: Customer portal, Customer portal settings, Subscription options
[/AI-TAG]
Updated on: 08/07/2025
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