Troubleshooting

The widget does not appear on my product page

In order of how often it is the cause:

1. The theme block was never added. Go to Online Store → Themes → Customize, open the product template, and check for a Subscribe & save block in the product information section. If it is missing, add it.

2. The plan has no products attached — or not this one. Open the plan and check the product list. Remember that a plan with nothing attached covers your entire catalogue, which is a different failure: it appears everywhere rather than nowhere.

3. The plan is archived or was never published. Archived plans keep existing subscribers working but are not sellable.

4. You edited a different template. Many stores have several product templates. Check which one this product uses, under the product's Theme template setting in Shopify admin.

5. You reinstalled the app. Uninstalling drops the theme block. It has to be re-added by hand — the app cannot do it, because that needs theme write access we deliberately do not request.

The widget shows the wrong price

The widget reads prices from your storefront, the same source your theme uses, so it should match what the shopper sees.

If it does not, check whether the product has different prices in different markets. On a Shopify Markets store, a set price rule is a single number that is not converted between currencies — use percentage off instead. See Subscription plans.

A subscription is not in my dashboard

Contracts arrive by webhook, and webhooks occasionally go missing.

A reconciliation job runs daily and pulls in anything that did not arrive, so this usually resolves itself. To force it now, use Settings → Sync now.

If it is still missing after a sync, check the contract exists in Shopify admin under the customer's profile. If Shopify does not have it either, the checkout did not complete.

A customer cannot sign into the portal

They are using a different email. The portal matches the email on their Shopify customer record. A customer who checked out as a guest with one address and is trying to sign in with another will not match.

Their customer record has no email. Phone-only customers — common with POS orders — have nothing to send a code to.

The code expired. Codes are short-lived. Ask them to request a new one.

They have requested too many codes. There is a limit per hour to prevent abuse. It clears on its own.

Renewal emails are not sending

Check your sending domain is verified under Settings → Email. Until it is, messages are written to a local outbox rather than sent — deliberately, so a misconfiguration is visible instead of silently dropping customer mail.

Check the notification is switched on under Settings → Notifications.

Check the customer has an email address. See Privacy on protected customer fields.

A charge did not happen

Charges are made by Shopify, not by us, so start there: open the contract in Shopify admin and check its status and next billing date.

Common causes:

• The subscription is paused
• The subscription is in pending authorisation — it has no payment method and is deliberately never charged. Usually a migrated subscription whose owner has not re-authorised.
• The subscription hit its maximum cycles and ended as configured
• The payment failed and it is in dunning

Skip is greyed out

The subscription is on a prepaid plan. Skipping is refused because the delivery has already been paid for — skipping it would give away a shipment the customer bought. Pause or cancel work normally.

Still stuck

Contact support with your store domain and, where relevant, the subscription or order id. If the problem is on the storefront, the product URL helps.