Before you start
Both settings are off by default. Until you enable one of them, customers can add or swap in any product regardless of its billing interval.
You can only turn on one of these at a time. Restricting products by interval hides mismatched products entirely, while auto-split shows them and creates a new subscription when a customer adds one, so the two settings work against each other if both are on.
These settings affect both the add product and swap product flows in the Customer Portal.
Only one of Restrict products by subscription interval and Enable auto-split on interval mismatch can be active at once. If you enable interval restriction, auto-split never triggers, because mismatched products are never shown to the customer in the first place.
What are interval matching and auto-split?
By default, the Customer Portal doesn't check billing intervals when a customer browses products to add or swap. A customer on a monthly subscription can see and add a product that's only sold on a quarterly selling plan — a configuration that determines how a product is sold on a subscription, including its price and billing frequency. When that happens, the product bills at the monthly frequency instead of the quarterly cadence it was set up for, which can lead to incorrect billing, product misuse, and support tickets.
Interval matching and auto-split are two different ways to solve this:
Restrict products by subscription interval: Only shows customers products that have a selling plan matching their current subscription's billing interval. Mismatched products are hidden from the add/swap flow entirely.
Enable auto-split on interval mismatch: Shows customers all eligible products, regardless of interval. If a customer adds or swaps in a product with a different interval, Skio automatically creates a separate subscription for it at the correct cadence, instead of adding it to the existing subscription.
How to set up interval matching or auto-split
Step 1: Navigate to Customer Portal branding settings
In the left-hand menu of your Skio Dashboard, go to Storefront > Customer Portal. On the Customization page, make sure you're on the Branding tab.
Step 2: Turn on the setting that fits how you want mismatches handled
To restrict products by subscription interval
Scroll to Product filtering and turn on Restrict products by subscription interval.
The Product filtering section with the interval restriction toggle.
To let customers add mismatched products as a new subscription
Scroll to Auto-split on interval mismatch and turn on Enable auto-split on interval mismatch.
The Branding tab in Customer Portal settings, with Auto-split on interval mismatch expanded.
Advanced options for auto-split
If you enable auto-split, two additional toggles control what the new subscription inherits from the original.
Carry over cycle count to new subscription
Controls whether the new subscription starts at cycle 1 or picks up the original subscription's cycle count.
Off (default): The new subscription is treated as brand new and starts at cycle 1.
On: The new subscription inherits the original subscription's cycle count.
For example, a customer has a monthly subscription on cycle 3 and adds a product that only sells on a 2-week cadence. With this toggle off, the new 2-week subscription starts at cycle 1. With it on, the new subscription also starts at cycle 3, preserving tenure-based progress like Surprise & Delight milestones.
Transfer discount codes to new subscription
When enabled, Skio attempts to apply the same discount code from the original subscription to the new one. If the discount code has a usage limit and has already been fully redeemed, it won't be applied, and the customer sees a note that their discount code couldn't be applied to the new subscription. When this toggle is off, no discount transfer is attempted.
What customers see
When interval restriction is on
Customers only see products with a selling plan matching their subscription's billing interval when they open the add or swap flow. If every available product is filtered out, customers see a message instead of an empty list: "No products are available for your current delivery schedule."
When auto-split is on
Customers can see and select any eligible product, regardless of interval. If they add or swap in a product with a mismatched interval, a confirmation modal appears before the change goes through:
The confirmation modal shown when a product will trigger a subscription split.
The modal tells the customer their current subscription will continue as-is and that they'll receive a separate shipment for the new product. If they confirm, Skio creates a new subscription at the correct interval, and the customer now sees two subscriptions in their portal.
FAQ
What happens to a prepaid subscription when it gets split?
The new subscription is created as pay-as-you-go, not prepaid, regardless of how the original subscription is billed.
Will turning on interval restriction affect subscribers who already have mismatched products?
No. There are no retroactive changes to existing subscriptions. Customers will simply see fewer or more products the next time they open the add or swap flow, depending on which setting you enable.
Can auto-split increase shipping costs for customers?
Yes. Since the new subscription ships separately from the original, a customer could end up with two shipments instead of one. The confirmation modal calls this out before the customer confirms the change.