Frequently asked questions

It works with themes that support app blocks and app embeds, which is every Online Store 2.0 theme, including Dawn and Horizon. Automatic placement puts the subscription choices above the buy buttons on every product with a plan, or you place the Subscription options block yourself. Nothing in your theme's code changes. Page builders such as PageFly and GemPages use the block. See Show subscriptions on product pages.

You need a payment provider that can charge a saved card again, because each renewal is charged without the customer at checkout. Shopify Payments can; Shopify keeps a list of the others that can. Options like Vipps and Klarna usually can't. If your store can't sell subscriptions yet, the app says so at the top of Overview and the notice goes away by itself when Shopify says yes. See Get started with subscriptions.

Wherever Shopify lets your store sell subscriptions with your payment provider. A subscription is charged in the currency the customer bought it in, as Shopify sets it. A few sums in the app, such as recurring revenue, are shown in your store's currency and say how many subscriptions in other currencies they leave out. See Analytics.

Open the app and press Get started. Four short steps take you through what to sell, the price and rhythm, your product page, and charging. See Get started with subscriptions.

No. Automatic charging is off until you turn it on under Settings > Charging. Until then a delivery is shown as due, and no card is touched. See Turn on automatic charging.

Yes. Get started's last step has Try a test order first: turn on test payments in Shopify (the Bogus Gateway on a development store, or test mode for Shopify Payments), buy a subscription on your product page, and check the order and the subscription. It also says how to clean up afterwards. See Turn on automatic charging.

Check three things: the plan is published under Plans, the product is in that plan, and the choices are in your theme. Publishing a plan doesn't add them to your theme. Not showing on a product page?, under the widget's Checks, says what it can see. See Show subscriptions on product pages.

Yes. Each frequency in a plan is its own choice on the product page, with its own discount, such as 10% every month and 15% every three months. Use this discount on all copies one to the others. See Create a plan.

Yes. More to start gives the first orders a bigger discount, and More over time rewards loyal subscribers from a later order. Shopify allows one step: one price for the first orders, then one after. See Create a plan.

Yes. Under Customer experience > Subscription widget, Advanced, turn off Offer a one-time purchase. The widget then says "Sold only as a subscription". See Show subscriptions on product pages.

Yes. A frequency can be prepaid for 2, 3, 4, 6 or 12 deliveries in one payment, and you choose how shipping is told to customers. One delivery of a prepaid subscription can't be changed on its own. See Prepaid plans and their shipping.

Yes, under More options on a plan, and Deliveries before they can cancel under Customer portal. Say the same in your store's cancellation policy. Selling to consumers in Norway and the EEA can limit what you may require, so check the rules for your market. See Create a plan.

Yes. Under Settings > Shipping for subscriptions, choose free shipping, a flat price, or a flat price that is free over an amount, for all plans or some. The widget can then say "Free shipping". See Shipping for subscriptions.

You can add a percentage off for a number of orders on one subscription, offer a discount to stay when someone cancels, give a discount on the last payment attempt, put a discount code in a checkout link, give a routine discount for more products, and let subscribers use codes you list in the portal. The last four and the offer to stay are in Growth. See Change one subscription.

Yes. On a plan, Starter kits and sold-out products swaps one product for another for good after the deliveries you choose. The customer never pays more than today unless you allow it. See Create a plan.

You choose, for the store or per plan: wait, send the rest, or send a replacement from the same plan. Waiting tries again every day for 7 days and then asks you. See When a payment fails.

On its date, at the hour you choose under Charge at, in your store's time zone. New stores start at 09:00. Shopify creates the order when the charge goes through. See Turn on automatic charging.

The app tries again after 1, 3, 7 and 14 days by default, five attempts over 25 days, and you can change the waits. The customer gets an email in words that fit the reason. You choose what happens after the last attempt: nothing, skip the delivery, pause or cancel. See When a payment fails.

No. A delivery is charged once, even if a customer presses twice or Shopify repeats a message. When a late payment goes through on the day the next delivery is due, that delivery is passed over. See When a payment fails.

A customer whose card stopped working can ask for Shopify's secure email to change it, once an hour, if you turn on Allow payment-update emails. It needs Shopify's approval of two more permissions first. Until then the portal asks the customer to contact you. See Set up the customer portal.

The customer gets the email "Card needs confirming (3-D Secure)", and the portal has a button to confirm the payment with their bank. The subscription waits for the bank's answer, because the payment can still go through. See When a payment fails.

Yes. Pause… on the Charging card stops every automatic charge in your store until you turn it on again. A window says what it means before anything happens, and customers aren't told. See Turn on automatic charging.

Yes, in the customer portal, from a link in their emails or from their account. You choose which actions they have, such as skip, move, pause, change products, change rhythm and cancel, and the limits. They see new dates before they save, and a change that costs more asks first, with the new price. See Set up the customer portal.

No. A link in their emails opens their subscription for 7 days. Customers signed in to your store go straight in, and anyone else can ask for a sign-in link by email. See Set up the customer portal.

"Cancel subscription" is on the customer's own page. The first press opens the cancel step, a reason is optional, and the second press cancels. A written confirmation always goes out, even with customer emails off. This is not legal advice: check your terms for your market. See Cancellation, reasons and offers.

For a delivery address in Germany, the app never shows "Before you go", so the cancel button leads straight to the confirmation, and the written confirmation goes out as usual. Whether your store's terms meet § 312k BGB is for you and your lawyer to check. See Cancellation, reasons and offers.

You can turn off Allow cancellation in the portal, and customers then ask you instead. You can also require a number of deliveries first. Check the rules for your market before you do either. See Set up the customer portal.

Yes, if you allow it. They see the new shipping price before they save, and can use the address for their other subscriptions too. Addresses need Shopify's approval for protected customer data. See Set up the customer portal.

Yes, with Shopify's new customer accounts. You add a Subscriptions page and blocks in Shopify's editor. Stores on classic customer accounts keep the portal. See Show subscriptions in customer accounts.

Yes, if you allow it: once, on every delivery, or every other or every third. A shelf in the portal and a button on your product page make it one press. The shelf and the button are in Growth. See Add-ons.

One for each step, from the welcome and the reminder before a charge to confirmations of changes and the written confirmation of a cancellation. You turn them on with Send customer emails, change their words and send yourself a test. See Customer emails.

From Norse, with your store's name as the sender, unless you add an address on your own domain, which is in Growth. A Reply-to address sends customers' replies to you. See Customer emails.

No. The written confirmation of a cancellation always goes out, because you owe the customer that record. The same goes for the email when a delivery address changes. See Customer emails.

Customers read the widget, the portal and the emails in English, Norwegian, Swedish, Danish, German, Spanish or French, following their language in your store. You can add a language of your own. The admin is in English and Norwegian. The Swedish, Danish, German, Spanish and French texts are machine-written and haven't been read by a native speaker yet. See Languages and your own words.

Yes. Translations has every word in the portal and the emails, per language, and the widget's words are under Subscription widget > Words. See Languages and your own words.

Yes. Move from another app reads Seal's file, does a dry run that writes nothing, moves one customer first for you to check, and then the rest. One action takes everything back. See Move subscribers from Seal or a CSV.

Export a CSV and choose Another app or a spreadsheet. You match the columns, and the dry run tests every row before anything is made. See Move subscribers from Seal or a CSV.

Not for certain. Whether a card saved for another app works here depends on your store. A customer without a usable card waits, uncharged, and can be asked for a card by email. See Move subscribers from Seal or a CSV.

Yes. Klaviyo and Omnisend get events for starts, pauses, payments, skips and more, and Shopify Flow has 9 triggers and 8 actions. Both are in Starter. See Integrations.

Yes. Signed webhooks go to an address you choose, Zapier can catch them, and API keys let your own code act for one customer. Webhooks and API keys are in Growth. See Integrations.

Up to 20 active subscriptions, and everything a subscriber would miss: plans and discounts, the widget and the cart, charging and retries, the portal and customer accounts, every customer email, shipping, translations, Overview, Payments and moving from Seal or a CSV. See Norse plans.

Free covers up to 20 active subscriptions, Starter up to 200, Growth up to 600 and Scale up to 3,000. Above that we agree a price with you. Only active subscriptions count. The plan card in Settings and Shopify's plan page show the prices. See Norse plans.

A new store has everything in Growth for its first 14 days, whatever its plan, and the plan card says when they end. Uninstalling and installing again doesn't start them again. The paid plans also have a 14-day free trial on Shopify's plan page. See Norse plans.

A banner says so, with the date 10 days later from which new customers can't choose a subscription. After that, new subscriptions are paused, but every subscription you have keeps running and charging. It all comes back when you change plan or are back within the limit. See Norse plans.

What a customer was promised is kept, and what the store could do stops. Checkout links keep working, a gift already on a delivery comes, cancelling works with no offers, and API keys work for 30 more days. See Norse plans.

It keeps the subscriptions, delivery plans, charges and a history of changes, with the Shopify customer ID. Names, emails and addresses are read from Shopify when shown, and not kept. Customer data requests show up under Privacy requests with a file to download, and erasure requests are handled by the app on its own. See Answer customer data requests.

Nothing more is charged, because the app is what charges each delivery, so tell your subscribers first. Queued emails are cleared at once. Your settings are kept until Shopify asks the app to erase the store's data, 48 hours after you uninstall; the app then deletes the store's data. If you install again before that, your settings are still there. See Answer customer data requests.

Open Settings > Help. It has the questions stores ask most and, once a contact address is set up, how to write to us. Send to support, which sends us your app's state without any customer data, is in Starter; priority support and moving with our help are in Scale. See Norse plans.