The customer subscription dashboard: a tour
Every action your customers see on their account-page subscription dashboard, including how the Manage Subscription menu changes by status.
Every customer with at least one subscription contract gets a dashboard inside their storefront account. This is where they manage their subscriptions on their own, skip a delivery, swap a product, update their card, pause, cancel, and more.
This article is a reference for what your customers see and what they can do at each step.
Where customers find their subscriptions
In the customer's storefront account area, there's a Subscription tab in the navigation. Clicking it opens My Subscriptions, a list of every subscription contract they have, each shown as a card.
The dashboard is identical in functionality across both legacy and new Shopify customer accounts. Only the styling differs. For styling configuration, see:
What's on each card
Each subscription card shows:
A status pill,
Active,Paused, orFailedThe cadence and shipping address, for example
Delivered every 2 weeks to: Thom Sussex, 36 Karaka Street, Auckland 1010The next two upcoming shipment and charge dates
The products, with the card total beneath them
A Manage Subscription dropdown button that opens the action menu
The product controls on the card
The product list is interactive, separate from the Manage Subscription menu.
Each subscription product has a quantity stepper and a Swap product link. A Remove link appears only when the contract holds more than one subscription product. With a single product there is nothing left to bill, so removal is blocked and the link is hidden. To end a one-product subscription the customer pauses or cancels instead.
One-off items are listed with a One-off · Next order only badge and can always be removed, whatever else is on the contract.
Below the list, + Add product to order lets the customer add either a permanent subscription product or a one-off for the next order. See Adjusting an upcoming subscription order for that flow.
The Manage Subscription menu
What's available in the dropdown depends on the contract's status. The dashboard hides actions that aren't applicable so customers don't try them and hit an error.
When the contract is Active
All ten actions are available:
Order now
Charges the customer immediately and creates an extra order on top of the recurring schedule.
Skip next delivery
Defers the next charge to the cycle after. The recurring schedule continues normally.
Reschedule
Moves the next billing date to a date the customer picks.
Change delivery frequency
Switches between cadences offered by the plan, for example monthly to every 2 months.
Edit shipping address
Updates the address future orders ship to, see Address restrictions below.
Swap Products
Changes products on the contract, limited to the products on the same plan.
Redeem loyalty points
Applies a loyalty discount to the next billing cycle.
Update payment method
Sends the customer a Shopify-native email with a link to update their card.
Pause subscription
Stops billing temporarily. Reactivation by either side resumes it.
Cancel subscription
Stops billing permanently. The customer cannot reactivate.
For deeper detail on each action, see Manually charging a subscription (Order Now), Loyalty points × subscriptions, and Pausing, canceling, and reactivating subscriptions.
When the contract is Paused or Failed
The dropdown collapses to four actions:
Edit Shipping Address
Updates the address attached to the contract, ready for when billing resumes.
Update Payment Method
Sends the Shopify-native update email so the customer can fix their card before reactivating.
Reactivate Subscription
Restarts billing. The customer picks a new delivery date and the schedule aligns to it. For Failed contracts this requires a working payment method on file.
Cancel Subscription
Permanently cancels the contract.
Active-only actions like Order now, Skip, Reschedule, Change frequency, Swap Products, and Redeem loyalty points are hidden, they don't apply when billing isn't running.
For Failed contracts specifically, customers usually need merchant help, see Updating a customer's payment method and Pausing, canceling, and reactivating subscriptions.
Reactivating, customer-side
Reactivate Subscription is not a one-click action. It opens a modal with a single field, New delivery date, and confirms that the subscription will be reactivated and the billing schedule will be aligned to the selected date.
The date the customer picks becomes the next billing date, and the delivery frequency counts forward from there. The contract does not resume its old schedule.
The same modal appears whether the contract is Paused or Failed, and merchants see it too when they reactivate from the admin. See Pausing, canceling, and reactivating subscriptions.
Address restrictions
When customers use Edit Shipping Address, they can only switch to a new address within the market their contract belongs to. The country picker is locked to the market's countries.
This protects the customer from picking a country where the product isn't available, which would otherwise cause billing or fulfillment failures.
If a customer needs to move outside their existing market, for example they relocated internationally, you can change the country on their behalf from the Roadmap admin: open the contract, go to the Shipping address card, and use Edit. The admin override exists specifically for cross-market moves where you've confirmed the product is available at the new destination.
Swap restrictions
Products on an active subscription can only be swapped for other products set up on the same subscription plan. The plan's Subscription Products is the swap pool, and nothing outside it is offered.
That makes the plan your control over how much freedom customers get. Put a customer on a plan holding only the multi-vitamin variants and they can move between those and nothing else. Put them on a plan holding everything and they can swap freely.
For how to structure plans for swap behavior, see How to set up a subscription plan.
Update payment method, customer-side
When customers use Update payment method, the dashboard:
Shows a confirmation dialog:
Send email to [their email] with instructions to update the payment method.On confirmation, sends them a Shopify-native email with a secure update link.
The customer follows the link and updates their card via Shopify's customer-account flow.
This is one of two payment-recapture mechanisms in Roadmap, the customer-driven Shopify-native flow. The merchant-only ShopPay $1 checkout flow is admin-side, not exposed to customers. See Updating a customer's payment method.
What customers don't see
Customers don't see the Roadmap admin, the Activity Timeline, the Customer Subscription History card, or any other merchants' contracts. Their dashboard is scoped strictly to their own subscriptions.
A few merchant-only actions don't appear in the customer dropdown either:
Mark as Failed, an admin-only override
Bulk operations, exporting, bulk emailing, bulk payment-method updates
Troubleshooting
A customer says they can't see the Subscriptions tab in their account
Confirm the customer is logged into the storefront account that owns the contract. Multi-account households sometimes log into the wrong one.
For new Shopify customer accounts, confirm the Subscription Management block has been added to the Subscriptions template in the theme editor, see Configuring the Subscription Management block (new customer accounts).
For legacy customer accounts, confirm the subscription page template includes Roadmap's customer dashboard, see Configuring the Customer Subscriptions widget (legacy customer accounts).
A customer says the address picker won't accept their new country
This is the market restriction. The customer can only switch within their market's countries. Confirm the new country is in the market the contract belongs to. If they've genuinely relocated outside that market, change it from the Roadmap admin, Shipping address card → Edit, on their behalf.
A customer can't remove a product from their subscription
There is only one subscription product on the contract, so the Remove link is hidden. A subscription has to keep at least one product. If they want to stop receiving it, they pause or cancel instead. If they want something different, they use Swap product.
A product the customer wants to swap to isn't listed
Products on an active subscription can only be swapped for other products set up on the same subscription plan. If the product isn't in that plan's Subscription Products, it is not offered.
Add the product to the plan the subscription is on, and it becomes swappable for every customer on that plan.
A product the customer wants to add as a one-off isn't listed
The one-off list comes from the plan's One-off products setting, which is configured separately from the plan's subscription products. A product can be subscribable and still be left out of the one-off list.
If the product is deliberately not published to your online store, Include unlisted products on that plan is what allows it through. See How to set up a subscription plan.
Frequently asked questions
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