Why can't permanently canceled subscriptions be reactivated?
In Skio, not all canceled subscriptions are the same. A regular cancellation can be reversed and the reactivate option will appear in both the Skio Dashboard and the Customer Portal. A permanently canceled subscription cannot be reactivated.
What makes a subscription permanently canceled?
A subscription can be permanently canceled in several ways:
It was merged into another active subscription. When a merge happens, the original subscription is permanently closed and its products are carried over to the active one.
It was automatically canceled by Skio after your dunning rules exhausted all retry attempts.
The original Shopify order associated with the subscription was canceled, which triggers an automatic permanent cancellation.
In all of these cases the subscription record stays visible in the Skio Dashboard for your reference, but it is read-only. Products, billing details, and other fields cannot be edited.
How to get the customer back on a subscription
If a customer needs to continue their subscription, the options are:
Add products to their existing active subscription: If the subscription was merged, the products should already be there. If not, products can be added to any active subscription from the Skio Dashboard. See Instructions for your customers using Customer Portal v3 to understand how customers can add products to their existing subscription.
Create a new subscription: A new subscription contract can be created manually from the Skio Dashboard. Apply any relevant discounts to match the original terms.
Split an existing subscription: If the customer has an active subscription with multiple products and needs a separate delivery schedule for some of them, you or a team member can split it into two subscriptions from the Skio Dashboard. Customers can also do this themselves directly in the Customer Portal if the setting is enabled.
What customers see
Permanently canceled subscriptions are not visible in the Customer Portal. They are filtered out before the page loads, so customers will not find them under their active or canceled subscriptions.
If a customer contacts you saying a subscription has disappeared from their portal, it was likely merged into another subscription or permanently closed for one of the reasons above. The subscription record is still visible in the Skio dashboard. Creating a new subscription is the recommended path forward if they need to continue.