Why can’t customers manage their subscriptions?

Introduction

If your customers are unable to manage their subscriptions — like pausing, skipping, or canceling from their account — the issue is usually related to the Manage Subscriptions widget, login settings, or theme setup.

Here’s how to fix the most common issues preventing access.

1. The “Manage Subscriptions” widget isn’t installed in your theme

For customers to manage their subscriptions, your store needs the Roadmap widget added to the customer account page.

To check:

1. Go to Shopify → Online Store → Customize
2. Navigate to the Customers → Account template
3. Click Add Section → Apps → Roadmap Subscription Portal
4. Place it where you'd like it to appear (e.g. under order history)
5. Save changes

👉 Without this widget, customers won’t see a link to their subscription portal — even if they have active subscriptions.

2. The customer isn’t logged in

Customers must be logged into their account to view and manage subscriptions.

• If the customer checks out as a guest, no account is created
• Subscription access requires a Shopify customer account

Fix:

• Ask the customer to log in (or create an account using the same email tied to their subscription)
• Once logged in, they’ll see the “Manage Subscriptions” link if the widget is installed

3. The subscription isn’t tied to the logged-in customer

Sometimes, customers use a different email at checkout than for their account.

To verify:

• Go to Roadmap Admin → Customers
• Search by name or email
• Check that the email used for the subscription matches their account login

👉 If there’s a mismatch, customers won’t see their subscription listed.

4. Customer account settings are disabled in Shopify

If your store doesn’t allow customer accounts, they won’t be able to log in or access subscriptions.

To check:

1. Go to Shopify → Settings → Customer Accounts
2. Make sure customer accounts are enabled (Classic or New customer accounts)

5. The subscription portal is hidden or broken

If your subscription portal doesn’t load correctly, it may be due to:

• Theme incompatibilities
• App block not loading
• JavaScript errors

Test the account page using a default theme (e.g. Dawn) to isolate the issue.

FAQs

Can customers manage subscriptions via email?

 Not directly — they must log into their account to access subscription tools.

Can I manage subscriptions on behalf of the customer?

 Yes — go to Roadmap Admin → Subscriptions → Manage Subscriptions, search for the customer, and make updates as needed.

What if the customer forgot their login?

 They can use the “Forgot Password” link to reset their account and regain access.

Summary

If customers can’t manage their subscriptions:

• ✅ Make sure the Manage Subscriptions widget is installed
• ✅ Confirm they’re logged into an account tied to their subscription
• ✅ Check for theme or app conflicts
• ✅ Ensure customer accounts are enabled in Shopify

Need help verifying setup or testing access? [Contact support →] and we’ll walk through it with you.