As your best customers, your Subscribers must understand their benefits and how to manage their subscriptions! Ensuring they get the most value out of their subscription, ensures that merchants get the most value from their subscribers as well.

This is why we've compiled this Subscriber How-to Guide for the v2 Subscriber Portal which can be used in addition to our suggestions from the "Subscriber Success Guide" to ensure your Subscribers have a great experience with their Scheduled Order.

How-to Examples

Subscriber How-To Guides are user-friendly snippets on how customers can manage their subscriptions.

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Protip!

We recommend including these snippets (feel free to make them your own) on your "Subscription FAQ" page page and in your Customer Notifications!

1. How to Skip, Process, or Resume
2. How to Snooze a Scheduled Order
3. How to change your Next Occurrence Date and/or Frequency
4. How to Update Your Payment Method
5. How to Add or Update Products
6. How to Update Your Shipping Address

How to Skip, Process, or Resume

You can update the status of your subscription anytime!

• To process your subscription select "Process Now". This will immediately send your subscription through! If it's successful, you'll get an order confirmation shortly and your next occurrence date will automatically be udpated.
• If you are trying to retry a failed subscription select "Retry Processing". This will immediately retry your subscription! If it's successful, you'll get an order confirmation shortly and your next occurrence date will automatically be updated.
• Ready to resume a paused subscription? Check your next occurrence date (when your subscription will process next) and then select "Resume".

Example of selecting "Process Now" as a customer:

How to Snooze a Scheduled Order

Taking a break? You can Snooze your Scheduled Order to pause it for a set length of time — it'll automatically resume on the date you choose, so you don't have to remember to log back in.

• To Snooze, find the Scheduled Order you'd like to pause and select Snooze. You'll see a popup with quick-select duration options (like 1 Week or 1 Month) or a custom duration you can enter in Days, Weeks, or Months.
• Check the Resumes on date below the duration to confirm when your Scheduled Order will come back, then select Snooze to confirm.
• Once Snoozed, your Scheduled Order will display a Snoozed badge and the resume date until it automatically returns to Active.
• Want to come back sooner? Select Resume on the Scheduled Order card anytime — your subscription will return to Active immediately and your next delivery will be scheduled based on your normal frequency.

Example of Snoozing a Scheduled Order as a customer:

How to change your Next Occurrence Date and/or Frequency

Need your order sooner or later? Need to change how often you get your Subscription? All it takes is a couple of buttons!

• To change your Next Occurrence Date (when your subscription will process next) select "Reschedule" or the text "Next Occurrence Date". You will be prompted to select a new date on a calendar.
• To change your Frequency, select your current frequency selection (for example: "Every 2 months"). You'll see a popup prompting you to select a new frequency selection! Once updated, make sure to select "Confirm" to save your changes.

Example of Changing a Next Occurrence Date as a customer:

How to Update Your Payment Method

You can update your payment method by selecting "Update Payment" under "My Payment Method" when viewing a Scheduled Order. From there, you can select a different payment method or add a new one!

Once updated, your payment method will apply to your upcoming and subsequent orders.

Example of updating a payment method as a customer:

How to Update Your Payment Method in Shopify with Direct Payment Updates

Need to add a new card, swap to a different one, or fix a card that's stopped working? With direct payment updates in your Subscriber Portal, you can do all of it yourself from your subscription's payment methods — your card details are entered in a secure field, so they stay protected the whole way through.

Add or update your card

1. Open your subscription management page. (From the link in your subscription emails, or by logging in to your account.)
2. Go to Payment Methods.
3. Choose Add New to add a card, or select an existing card and choose Edit to update it.
4. Enter your card number, expiry, security code, and billing details in the secure card field.
5. Select Save (or Submit). You'll see a short "securing your card" message, then a confirmation.
6. Select Continue on the confirmation to finish.

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Don't close the window too early. Your new card shows up in your payment methods after you select Continue on the confirmation screen. If you don't see it, reopen your payment methods — it'll be there.

[IMAGE PLACEHOLDER #1 — GIF]
Capture brief: Subscriber Portal → add a card, end to end: open Payment Methods → Add New → secure card field → enter test card + billing → Save → securing message → confirmation → Continue → card appears in list. Caption: Adding a new card to your subscription.

Choose which card pays for your subscription

If you have more than one card saved, make sure your subscription is set to use the right one:

1. Go to Payment Methods (or your subscription's payment settings).
2. Select the card you want to use for your upcoming orders.
3. Confirm the change.

Your next order will use the card you selected.

Remove a card

1. Go to Payment Methods.
2. Select the card you want to remove.
3. Choose Remove and confirm.

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Using that card for an active subscription? If the card is the one paying for a subscription, you'll need to switch that subscription to a different card first. This keeps your orders from being left without a way to pay.

Why does my card say "Invalid"?

If a card shows an Invalid status, it usually means your bank closed, replaced, or flagged that card — for example, after a reissue or a lost-card report. To keep your orders running, just add or update your card using the steps above, and set your subscription to use the working card.

Catching this early means you can fix it before your next order tries to charge a card that no longer works.

A few things to expect

• Your card details are entered in a secure field — your card number isn't stored by the store.
• If a card is declined while you're adding it, you'll get a clear message and can Try Again or Use a Different Card without starting over.
• Changes to your payment methods take effect right away for your upcoming orders.

How to Add or Update Products

You can quickly update, add, and remove subscription or one-time products on your Scheduled Order by reviewing the "Item" section of your Scheduled Order.

• You can update a product quantity by clicking the "Quantity: X" link.
• To add a new one-time or subscription product, select "Add Product"! You can search for a particular product or search our catalog for something new.
  • You can add a one-time product by viewing a product and selecting "Add one time". When a product is added as a one-time product, it'll only be included on your next order. Once processed, it'll be removed automatically.
• To remove a product select the "Remove" button.

Example of adding a new product as a customer:

How to Update Your Shipping Address

You can edit or update your shipping address anytime by selecting "Change Shipping" under "Shipping and Delivery" when viewing your Scheduled Order. Make sure to select "Save" when you're done!

This change will apply to your upcoming and subsequent orders.

Example of updating a shipping address as a customer: