This guide provides information and instructions that your customers can use to navigate Customer Portal v2.
This article applies to Customer Portal v2. If your portal looks different from the examples shown, you're likely using a different version. Check out the Customer Portal v3 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.
Navigate to your store's account login page.
Enter the email address associated with your subscription.
Click Continue.
A 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.
Return to the login screen in your browser and enter the code you received.
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 email, phone number, or birthday:
Log in to your customer portal.
Click the Account tab and select Edit information.
Update your details and click Save.
Update your payment method
To update the payment method on a subscription:
Log in to your customer portal and scroll to the subscription you want to update.
In the Billing section, click Edit.
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:
Log in to your customer portal and scroll to the subscription you want to update the address on.
In the Shipping information section, click Edit.
Update your address details and click Save.
Swap a product
To swap a product in your subscription for a different one:
Log in to your customer portal and scroll to the subscription you want to update.
Click Edit products and click Swap item under the product you want to replace.
Search for and select a replacement product.
Click Change to save.
Change a product variant
To change a variant (such as size, flavor, or color) within the same product:
Log in to your customer portal and scroll to the subscription you want to update.
Click Edit products and click Swap item under the product you want to replace.
Search for and select a replacement variant in the dropdown menu.
Click Change to save.
Process your order now
To place your next order immediately rather than waiting for the scheduled date, use the Get now button:
Log in to your customer portal and scroll to the subscription you want to process.
Click Get now.
Click Confirm to process the order.
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:
Log in to your customer portal and scroll to the subscription you want to skip.
Click Skip
Select how far you'd like to delay your next order and confirm.
Add product to an order
Customers have two ways to add products to an existing subscription.
Option 1: Edit products
This gives customers more control over variant, quantity, and frequency.
Login to the Customer Portal and scroll to the subscription you to add a product to.
Click Edit products.
Under the Add to your next order section
Click the + button and choose the variant, quantity, and choose One-time or Subscribe & save.
Click Add Product to confirm.
Option 2: Upsell carousel
Login to the Customer Portal and there is a rotating carousel of eligible products.
Click the + button 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.
After selecting the preference, the product is automatically added and a confirmation message appears.
Note: Customers on Prepaid subscriptions cannot add one-time upsell products. Only recurring adds are supported for prepaid plans.
Change your next order date
To reschedule your next order to a specific date:
Log in to your customer portal and scroll to the the subscription you want to reschedule.
Click Next order date to open the date picker.
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:
Log in to your customer portal and scroll to the subscription you want to edit.
Click the More menu and select Edit frequency.
Select your preferred frequency from the dropdown.
Choose your next order date and click Apply to save.
Frequency changes are not available on Prepaid subscriptions.
Add a discount code
To apply a discount code to a subscription:
Log in to your customer portal and scroll to the relevant subscription.
Click the More menu and select Apply discount code.
Enter your code and click Apply.
Pause your subscription
To pause your subscription:
Log in to your customer portal scroll to the subscription you want to pause.
Click the More menu and select Pause.
Select how long you'd like to pause, the subscription will automatically update once you select the length of the pause.
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:
Log in to your customer portal and scroll to the subscription you want to cancel.
Click the More menu and select Cancel.
Select a cancellation reason if prompted and review any offers presented. You can accept one or click Cancel now to proceed.
Confirm your cancellation by clicking Cancel now again.
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:
Log in to your customer portal and scroll to the subscription you want to reactivate. Inactive subscriptions will be at the bottom of your subscription page.
Click Reactivate.
Select your next order date and click Confirm.
