When something doesn’t look right in Skio, a few quick checks can often resolve the issue before contacting support. Work through the steps below to rule out the most common causes of unexpected behavior.
Before you start
Working through a few quick questions first can help you narrow down the cause faster and point you to the right section below.
Is the issue affecting all customers or just some?
Does it happen on every subscription, or only specific ones?
Is it isolated to one customer, or are multiple customers affected?
Is the issue consistent across browsers and devices?
Does it happen in every browser, or just one?
Does it occur on desktop, mobile, or both?
Is the issue happening on every order, or intermittently?
Does it occur on every renewal, or only occasionally?
Did it start happening after a specific date or event?
Is the issue affecting all products or just some?
Does it occur across all subscription products, or only certain variants or selling plans?
Is the product correctly set up and active in Shopify?
Who is experiencing the issue?
Is it customer-facing (visible in the Customer Portal or on the storefront), or merchant-facing (visible only in the Skio dashboard)?
Can you reproduce it yourself, or has it only been reported by customers?
Refresh your browser and clear your cache
Some display issues, loading errors, or stale data in the Skio Dashboard are caused by cached browser data.
Try a hard refresh:
Mac: Cmd + Shift + R
Windows: Ctrl + Shift + R
If the issue persists, try opening the page in an incognito/private window. If you're still seeing the problem, clear your browser cache fully from your browser settings and reload.
Check if the issue exists in Shopify
Skio is tightly connected to your Shopify store. Many issues, like missing products or incorrect pricing originate in Shopify rather than Skio. It's worth checking your Shopify admin first before reaching out.
Before reaching out, check:
Is the product active and published in Shopify?
Does the product have the correct variants, pricing, and images set?
Are your Shopify theme settings up to date?
Has anything changed in your Shopify admin recently (apps, theme edits, product updates)?
Payment and billing errors
Skio doesn't process payments directly. When a payment fails or throws an error, Skio is surfacing the error returned directly from Shopify and your payment gateway. This means the root cause of most payment errors (such as declines, authentication failures, or processing issues) will need to be investigated at the Shopify or payment gateway level.
See Payment and billing errors for a breakdown of common errors and what they mean.
Check your Skio settings for the affected feature
If something isn’t behaving as expected, verify the relevant settings in your Skio dashboard and refer to existing documentation to ensure that the feature is configured appropriately.
Common areas to review:
Selling plans: Is the subscription product attached to the correct selling plan with the right billing frequency and discount?
Shipping settings: If shipping looks incorrect on recurring orders, check Settings > Shipping in your Skio dashboard
Customer Portal: If the portal isn’t displaying correctly, confirm it’s configured and published under Storefront > Customer Portal
Cancel Flow: If a cancel flow isn't triggering, check your flow settings under Retain > Cancel Flow and refer to the How to create and manage Cancel Flows before reaching out.
Check for recent changes
Identifying what changed and when helps narrow down the cause. Think about what changed before the issue started:
Did you recently install, update, or remove a Shopify app?
Were any changes made to your Shopify theme?
Did you update a selling plan, product, or Skio setting?
Did a new Skio feature or update ship recently? Check the Skio Changelog for recent releases
Review your logs
Logs are one of the fastest ways to pinpoint what changed and when. Check the following before reaching out to support:
Look for any entries timestamped around when the issue first appeared. Note the action taken, who or what triggered it, and any relevant IDs as this context is helpful to include when contacting support.
Search the Help Center
The Skio Help Center covers known issues, feature-specific troubleshooting, and FAQs. Before submitting a ticket, search for the feature or behavior you're experiencing, there may already be a guide for it.
See How to search and use the Help Center for more details.
Reproduce and document the issue
If the issue persists, gather the following before reaching out to support. This helps speed up resolution:
What you expected to happen vs. what actually happened
The affected subscription ID, customer email, or order ID
Subscription ID: Click the Subscribers drop-down and select Subscriptions. Open the relevant subscription and the ID appears in the URL or at the top of the subscription details page when clicking Copy sub ID.
Customer email: Click the Subscribers drop-down and select Customers. Search by name or order number. The email is listed on the customer profile page.
Order ID: Click the Subscribers drop-down and select Orders locate the relevant order by searching for the customer. The order ID at the top of the order detail page (e.g.,
#1045).
Steps to reproduce the issue
Screenshots or a screen recording showing the behavior
Your store URL and which browser/device you're using
Example support inquiry
Issue description: When a customer updates their shipping address from the customer portal, the new address saves on their profile but the next subscription order still ships to the old address.
Expected: Updated address is used for all future orders
Actual: Next order is generated with the old shipping address, the address should be 1568 Main St Concord, New York United States 14055
Subscription ID:
8f91bfcc-8677-490c-a639-4eee19859521Customer email:
janedoe@email.comSteps to reproduce: Log into the customer portal > Navigate to Subscription > Edit shipping address > Update and save the address > Check the upcoming order > the old address is still listed
Screenshot:
Store URL:
test123.myshopify.com| Browser: Chrome on macOS
Still stuck?
If you’ve worked through these steps and the issue isn’t resolved, the Skio support team is ready to help. See Contacting the Skio Team for how to submit a ticket and reach the right team.