Why can't I add a product to an existing subscription?

Requirements for adding a product to an existing subscription

You can add a product to an existing subscription in Skio, but availability depends on certain conditions:

• The product is active in your Shopify catalog and not archived or draft.

• The product has at least one variant that is in stock, or your store's Inventory policy is set to allow orders on out-of-stock items.

• The product is associated with a Selling Plan. A product without a selling plan can't be added to a subscription. In the Customer Portal, your Availability rule also controls whether customers can add products on a different billing interval. Learn more in Interval matching and auto-split.

• The subscription has an Active status. You can't add products to subscriptions with a Failed, Paused, or Cancelled status without first resolving or reactivating them.

How can I add a product to a subscription in the Skio Dashboard?

1. In your Skio Dashboard, go to Subscribers > Subscriptions.

2. Search for the customer by name, email, or subscription ID, then click the subscription you want to update.

3. On the subscription detail page, click Manage products.

4. From here you can add a recurring subscription product or a one time upsell. Select the appropriate option, search for the product by name or SKU, choose the correct variant, and confirm the quantity.

5. Click Save to apply the changes. The product will be included in the subscriber's next scheduled order.

What needs to be configured to allow product additions in the Customer Portal?

Before customers can add or edit products in the Customer Portal, you must enable the required settings.

Customer Portal v3

1. In the left-hand menu of your Skio Dashboard, go to Storefront > Customization.

2. Click the Actions tab.

3. Turn on Add product, then click Publish. This lets customers add products to their subscription and shows an Add product button on each subscription card on the overview page.

4. In Products > Products, make sure the specific product has Show in edit products page for customers enabled.

Customer Portal v2

1. Go to Storefront > Customer Portal.

2. Under Customize available actions, make sure Edit products is enabled. this lets customers change product variants and quantities in their subscription

3. In Products > Products, ensure the specific product has Show in edit products page for customers enabled.

How can customers add products in the Customer Portal?

Once you’ve enabled product additions in the Customer Portal, customers can add products to their own subscription without contacting support.

Customer Portal v3

From their Customer Portal, the customer:

1. Logs in and selects the subscription they want to update.

2. Navigates to the Products section of their subscription.

3. Clicks Add product (or equivalent label based on your portal copy), selects the product and variant, and confirms.

Customer Portal v2

From their Customer Portal, the customer:

1. Logs in and selects the subscription they want to update.

2. Scrolls down and selects Edit products.

3. Clicks Add product(s) to subscription, selects the product and variant, and confirms by selecting Add.

Common errors and how to resolve them

No selling plans available

The product you're trying to add is not linked to a selling plan that matches the subscription's billing interval. Go to Products > Selling Plans in your Skio Dashboard and confirm the product is assigned to a compatible selling plan.

Product unavailable

Be sure to check the specific product has Show in edit products page for customers enabled in Products > Products

The product variant may be out of stock and your inventory policy does not allow it to be purchased, or the product is currently set to Draft or Archived in Shopify. Check the product's availability in your Shopify admin, and update your inventory policy in your Skio dashboard under Settings > Billing & Orders if needed.

In the Customer Portal, a product may also be hidden if your Availability rule in Storefront > Portal Settings is set to Filter by interval and the product doesn't share the subscription's billing interval.

Cannot modify subscription in current state

The subscription is not in an Active state. If the subscription is:

• Failed, the payment method may need to be updated before changes can be made.

• Paused, it must be resumed first.

• Cancelled, a new subscription will need to be created or the cancelled subscription needs to be reactivated.

Option doesn't appear in the dashboard

If you don't see the Add product button on the subscription detail page, confirm that you have the correct user permissions for subscription management. Account owners can review and update user roles under Account > Users.