How to setup Customer Portal on the Subscriptions app

The customer portal lets your subscribers manage their own subscriptions: pause, skip, cancel, and update their payment method or delivery address, all from their account, with no need to contact you.

You enable it by adding the Essential Subscriptions app extension to your customer account pages.

What the Extension Adds

Adding the app extension puts subscription management in three places for your customers:

A subscription management page inside the customer account
A Manage subscription link on the customer's order page in their account, for orders that created a subscription

The app's own emails also carry a Manage your subscription button, so a subscriber can always reach the portal from an email.

Step 1: Add the App Extension

Open Customer portal in the sidebar (or click Set up customer portal from the Home setup guide).
Click Add app extension on Add subscriptions app extension to Customer Account. This opens the Checkout & accounts editor.
In the editor, add the Essential Subscriptions app extension to the customer account page.
Click Save in the editor.
Return to the app and click I've done this.

Step 2: Confirm It's Working

On the Customer portal page, the second step is Confirm customer portal is working.
Place a test order with a subscription, then open your customer account page and confirm the subscription appears with management options.
Click Everything's fine. If something's off, click I need help.

Once setup is complete, a Customer portal link appears on the Customer portal page. Use the copy button to grab it, then add it to your store's menu — or anywhere you'd like customers to reach their subscriptions, such as a footer link or account page.

You can also use Manage to control where the Subscriptions page sits and how it's accessed, via the online store editor.

Note: The portal link only appears after you have marked step 1 done with I've done this. If the link is missing, go back and complete that step.

What Customers Can Do in the Portal

Once the portal is live, subscribers can:

View all their subscriptions
Skip an upcoming order, and unskip one they skipped
Pause and resume a subscription
Cancel a subscription
Update their payment method
Update their delivery address
See past orders on the subscription

Note: Changing the delivery frequency and swapping a product are not buttons in the portal. They are offered inside the cancellation and pause flow, as retention offers. Editing quantities is not available. See What You Can Change, and What Only Your Customer Can Do.

The portal is in English, apart from the cancellation and pause survey text, which you translate yourself. Dates and prices follow the customer's language and currency.

Keep Subscribers Who Try to Leave

The Customer portal page also has a Retention card. It lets you ask customers why they are cancelling or pausing, and answer with a discount, a skip, a slower frequency, or a pause instead of a cancellation. Both surveys are off until you turn them on. See Cancellation and Pause Surveys with Retention Offers.

Using Legacy Customer Accounts?

If your store still uses legacy customer accounts, the standard extension setup may not apply. Reach out to our support team for a custom setup.