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Manage Your Subscriptions

Update your billing information or email

The process to update billing will vary depending on the configuration of the store's platform

Recharge Checkout on Shopify customers

To update payment information:

  1. Login to the customer portal.
  2. Click the Payment Methods tab.
  3. Click Add new payment method and enter the payment method details.Add payment method in the customer portal
  4. Click the Subscriptions tab and click Edit on the subscription to be updated.
  5. Select Payment method on the left hand side below Shipping address.

    Select payment method in the customer portal
  6. Return to the Payment Methods tab, expand the old payment method and click Remove payment method.Remove payment method on the customer portal

If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

Shopify Checkout Integration customers

To update payment information:

  1. Login to the customer portal.
  2. Click the Payment Methods tab.
  3. Expand the payment method to be adjusted.
  4. Click edit.
  5. Click Send update email on the slider.

If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.


Update shipping address

Update shipping address for a specific subscription

You can update the shipping address for a specific subscription:

  1. Login to your customer portal.
  2. Click on Subscription
  3. Click Edit on the subscription you want to update
  4. Scroll down to Shipping Address.
  5. Click the arrow to expand.
  6. Select one of the other shipping addresses.
Note: This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

Select shipping address in the customer portal

Update an existing shipping address

You can update existing shipping addresses from the Shipping tab:

  1. Login to your customer portal.
  2. Click on Shipping. This will display all shipping addresses on your customer account.

Click the link on a specific address will allow you to update it as needed or click on the Add New Shipping Info button to add an address.

Shipping tab on the customer portal


Skip a delivery  

Log in to your customer portal to skip a delivery.

  1. Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.
  2. Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

Skip shipment on the delivery schedule page


Edit your next order date

Login to your customer portal to adjust the order date:

  1. Click Subscriptions and then click on Edit
  2. You will be taken to a page where you can edit the next order date for your subscription. 
  3. Once you select the new charge date you can click on the Update next shipment date.

Change charge date in the customer portal


Add a one-time product to a subscription

One-time products can be added to your subscription order. Login to your customer portal to add products:

  1. Click the Subscriptions tab and select Edit next to the subscription you want to add a product to. 
  2. Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment. 

You can also add one-time products using the Add a Product button on the Subscriptions tab.

To manage or delete a one-time product:

  1. Click the Delivery schedule tab.
  2. Select Manage add-on.

Manage one time add on product in the customer portal


Add a discount

To add a discount code to your subscription:

  1. Login to your customer portal.
  2. Click Edit on the Subscription you’d like to discount.
  3. Click Add discount.
  4. Enter the code and select Add discount.

Apply discount to the subscription in the customer portal


Pause a subscription

Note: These instructions are only for customers whose merchants have enabled the pause subscription feature in the merchant portal. To learn more about this feature and enable it for your store, see Pause, cancel, or delete a subscription.

To pause your subscription, you will first need to log in to your account.

  1. Login to your customer portal. 
  2. Click Subscriptions and Edit
  3. Scroll to the bottom of the page and click Cancel Subscription
  4. On the "Would you like to pause instead?" pop-up, select the amount of time you would like to pause your subscription. 
  5. Take note of the next shipment date, which will reflect the pause duration. 
  6. Click Pause Subscription

Pause Subscriptions button in a Novum customer portal

There is no unpause button in the customer portal. If you would like to reactivate your subscription before the next shipment date, locate the paused subscription on the Subscriptions page of the customer portal and click Order now.


Cancel a subscription

To cancel your subscription, you will first need to log in to your account.

  1. Login to your customer portal.
  2. Click Subscriptions and Edit.
  3. Scroll down to the bottom of the page and click Cancel Subscription. If required, provide a cancellation reason and confirm the cancellation by clicking Proceed.

Cancel subscription in the customer portal


Re-activate a subscription

If you want to reactivate a subscription that was previously canceled, you will first need to log in to your account.

  1. Login to your customer portal.
  2. Click Subscriptions and select the subscription product.
  3. Click Re-activate and confirm.

reactivate product in the customer portal

Note: If the subscription is expired it cannot be reactivated. In this case, checkout on the store with a fresh subscription for that item.