Instructions for your customers using Customer Portal v3

This guide provides information and instructions that your customers can use to navigate Customer Portal v3.

This article applies to Customer Portal v3. If your portal looks different from the examples shown, you’re likely using an earlier version. Check out the Customer Portal v2 guide instead.

Log in to your account

You can access your Customer Portal through your store account login. If you have not registered an account, you will need to create one using the same email address used at checkout. Once logged in, you can manage your subscriptions.

You can also access your portal directly using a magic link. This link is typically included in your Subscription Confirmation email and Upcoming Order email, clicking it logs you in automatically.

Use passwordless login

Access your customer portal quickly without a password using a 4-digit code sent to your email or phone.

SMS delivery of the 4-digit code is only available for US and Canadian phone numbers. International customers will receive the code by email only.

1. Navigate to your store's account login page.

2. Enter the email address associated with your subscription.

3. Click Get login code. A 4-digit code will be sent to your email and, if you have a US or Canadian phone number on file, by SMS. The code is valid for 10 minutes. If it expires, return to Step 1 to request a new one.
   

4. Return to the login screen in your browser and enter the 4-digit code you received.

5. Once verified, you'll be taken directly to your customer portal.

Didn't receive your code? Try these steps:

• Check your spam or junk folder.

• Re-enter your email address and request a new code.

• If you've had five failed attempts, refresh the page, re-enter your email, and try a new code.

Edit your account details

To update your name, email, or phone number:

1. Log in to your customer portal.

2. Click the Account tab and select Edit information.

3. Update your details and click Save.

Update your payment method

To update the payment method on a subscription:

1. Log in to your customer portal.

2. Open the subscription you want to update by clicking View details.
   

3. In the Billing section, click Edit.
   

4. Select an existing payment method or add a new one and confirm your changes.

Update your shipping address

To update the shipping address on a subscription:

1. Log in to your customer portal and open the subscription you want to update.

2. In the Shipping section, click Edit.
   

3. Update your address details and click Save.
   

Swap a product

To swap a product in your subscription for a different one:

1. Log in to your customer portal and open the subscription you want to edit.

2. In the Products section, click Swap next to the product you want to replace.
   

3. Search for and select a replacement product.

4. Confirm your selection by clicking Swap Product to save changes.
   

Change a product variant

To change a variant (such as size, flavor, or color) within the same product:

1. Log in to your customer portal and open the subscription you want to edit.

2. Under Products, click the dropdown next to the product you want to change the variant of.

3. Select your preferred variant and your selection will automatically be updated.

Process your order now

To place your next order immediately rather than waiting for the scheduled date, use the Get now button:

1. Log in to your customer portal.

2. Open the subscription you want to action.

3. Click Get now and confirm.

After processing, your next order date will be recalculated based on your billing frequency from today's date.

Skip your next order

To skip an upcoming order:

1. Log in to your customer portal.

2. Open the subscription you want to skip and Click Skip.

3. Select how far you'd like to delay your next order and click Confirm to save.

Add product to an order

Customers have two ways to add products to an existing subscription.

Option 1: Add product

Using this option gives you control over variant, quantity, and frequency.

1. Login to the Customer Portal and open the subscription you to add a product to.

2. Click Add product.
   

3. Search through the products and click the dropdown to select if the product is added one-time or as a subscription.
   

4. Click Add, confirm the quantity, and click the Add button on the bottom.
   

Option 2: Upsell carousel

1. Login to the Customer Portal and open the subscription you to add a one-time product to. There is a rotating carousel of eligible products.

2. Click the Add under the product you want to add. A pop-up allows you to choose if you want to add this product as a one-time purchase or a recurring subscription.

3. After selecting the preference, the product is automatically added and a confirmation message appears.

Change your next order date

To reschedule your next order to a specific date:

1. Log in to your customer portal and open the subscription you want to reschedule.

2. Click Next order date to open the date picker.

3. Select your preferred date and select Confirm.

Subsequent orders will be rescheduled from this new date based on your billing frequency.

Change your order frequency

To change how often you receive your subscription:

1. Log in to your customer portal and open the subscription you want to edit.

2. Click the More menu and select Edit frequency.
   

3. Select your preferred frequency from the available options in the dropdown.

4. Choose your next order date.

5. Click Confirm to save.
   

Frequency changes are not available on Prepaid subscriptions.

Add a discount code

To apply a discount code to a subscription:

1. Log in to your customer portal and open the relevant subscription.

2. Scroll to the Discount Code field.

3. Enter your code and click Apply.

Pause your subscription

To pause your subscription:

1. Log in to your customer portal and open the subscription you want to pause.

2. Click the More menu and select Pause.

3. Select how long you'd like to pause and click Confirm.
   

Your subscription will not be charged while paused. You can unpause at any time by clicking Unpause.

Pause options are set by the merchant and may include fixed durations or an open-ended pause, depending on store settings.

Cancel your subscription

If you need a refund or want to cancel an order that has already been processed, contact the store directly. The store is responsible for handling these requests.

To cancel your subscription:

1. Log in to your customer portal and open the subscription you want to cancel.

2. Click the More menu and select Cancel.

3. Select a cancellation reason if prompted and review any offers presented. You can accept one or click Continue to Cancel to proceed.
   

4. Confirm your cancellation by selecting Cancel now.
   

Cancelling stops future orders. Any orders already placed and in transit will still be delivered.

Reactivate a cancelled subscription

To reactivate a previously cancelled subscription:

1. Log in to your customer portal and open the cancelled subscription.

2. Click Reactivate.
   

3. Select the next order date and click Reactivate to confirm.