Frequently asked questions
Getting started
Do I need a special payment gateway? No. Super Subscription uses Shopify's own subscription contracts, so customers pay through the payment methods your store already accepts. There is no second gateway to sign up for.
Will this work with my theme? Yes, if your theme supports Shopify's app blocks — every Online Store 2.0 theme does, which covers anything published since 2021. You add the Subscribe & save block in the theme editor. Older vintage themes need a manual snippet; contact support.
Do I have to change my checkout? No, and you cannot. Subscriptions go through Shopify's normal checkout, keeping your discounts, taxes, shipping rates and payment methods exactly as they are.
How long does setup take? About ten minutes for a first plan. See the Quickstart.
Plans and pricing
Can one product have several cadences? Yes. A plan holds as many delivery options as you want — weekly, monthly, every 90 days — each with its own price rule and its own label. The shopper picks one.
Can different products have different plans? Yes. Attach each plan to the products it applies to. A product can be covered by more than one plan, and the widget merges the cadences into a single list.
What happens if I attach no products? The plan applies to your entire catalogue and appears on every product page. The wizard warns you and shows the count. This is almost never what you want.
Can I offer a subscription cheaper than the one-off price? Yes — that is the usual setup. Choose percentage off, a fixed amount off, or a set price. The widget shows the discounted price with the original struck through, and states the saving in money as well as a percentage.
Can I force a minimum commitment? Yes. Set minimum cycles on a delivery option and the customer cannot cancel until that many deliveries have been billed.
Billing
When exactly is a customer charged? The first charge happens at checkout. After that Shopify charges on the plan's cadence — a monthly plan bought on the 3rd bills on the 3rd. See Billing and renewals.
What if a payment fails? The subscription moves to past due and we retry on a schedule, emailing the customer a link to fix their payment method. See Failed payments.
Can customers skip a delivery? Yes, from the portal — unless the plan is prepaid, where skipping is refused because the delivery has already been paid for.
Do you take a cut of my subscription revenue? No. There are no transaction fees on top of Shopify's own.
Customers
Where do customers manage their subscriptions? A portal on your own domain, at /apps/subscriptions. They sign in with a code sent to their email — no password to forget. See Customer portal.
Can they change their delivery date? Yes — skip one delivery, move the next date, pause indefinitely, swap the product or quantity, or cancel. You choose which of those are allowed.
Can I stop customers cancelling themselves? You can turn the cancel action off, but think carefully. A customer who cannot cancel emails you, or charges back — which is worse for you than a clean cancellation. Consider the cancellation flow with save offers instead.
Do you email my customers? Only the notifications you switch on, from your own sending domain. See Notifications.
Data and security
Do you store card details? No, never. Payment methods are vaulted by Shopify. When a customer needs to update a card, they do it on a page Shopify hosts and we never see the number.
What happens to my data if I uninstall? Your subscription contracts stay on your Shopify store — they are Shopify's own objects and they belong to you. Our copy of your data is deleted within 48 hours, as Shopify requires.
Where is my data stored? See Privacy and your data.
Migrating
Can I move subscribers from another app? Yes, from a CSV export. See Migrating from another app.
Will my customers be charged twice during a migration? No. Imported subscriptions are created in a pending authorisation state and the billing process never touches them. Nobody is charged until they have added a payment method themselves.
Can payment methods be transferred? No — and no subscription app can do this. Your previous app holds a gateway mandate it is not allowed to hand over. Every subscriber has to re-authorise once. Plan the migration around that.
Troubleshooting
The widget is not showing on my product page. Most often the theme block has not been added, or the plan has no products attached. See Troubleshooting.
A subscription is not in my dashboard. Contracts arrive by webhook and occasionally one is missed. A reconciliation job runs daily and picks up anything that did not arrive. See Subscriptions and contracts.