> For the complete documentation index, see [llms.txt](https://docs.roadmap.so/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.roadmap.so/subscriptions/storefront-and-accounts/the-customer-subscription-dashboard-a-tour.md).

# 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. It's the customer-facing companion to [The Manage Subscriptions admin: a tour](broken://spaces/J8asLD4FVCFagK40xEr4/pages/MG8UYsDOXhRIobSF0JhE).

#### 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:

* [Configuring the Customer Subscriptions widget (legacy customer accounts)](/subscriptions/storefront-and-accounts/configuring-the-customer-subscriptions-widget-legacy-customer-accounts.md)
* [Configuring the Subscription Management block (new customer accounts)](/subscriptions/storefront-and-accounts/configuring-the-subscription-management-block-new-customer-accounts.md)

#### What's on each card

Each subscription card shows:

* A status pill — `Active`, `Paused`, or `Failed`
* The cadence and shipping address, for example `Delivered every 2 weeks to: Thom Sussex, 36 Karaka Street, Auckland 1010`
* The next two upcoming shipment and charge dates
* The products with quantities and unit prices
* The total for each cycle
* A **Manage Subscription** dropdown button that opens the action menu

#### 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:

| Action                    | What it does                                                                                  |
| ------------------------- | --------------------------------------------------------------------------------------------- |
| 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 [Adjusting an upcoming subscription order](/subscriptions/managing-subscriptions/adjusting-an-upcoming-subscription-order.md), [Manually charging a subscription (Order Now)](/subscriptions/managing-subscriptions/manually-charging-a-subscription-order-now.md), [Loyalty points × subscriptions](/subscriptions/storefront-and-accounts/loyalty-points-subscriptions.md), and [Pausing, canceling, and reactivating subscriptions](/subscriptions/managing-subscriptions/pausing-canceling-and-reactivating-subscriptions.md).

**When the contract is Paused or Failed**

The dropdown collapses to four actions:

| Action                  | What it does                                                                                  |
| ----------------------- | --------------------------------------------------------------------------------------------- |
| 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 | Resumes billing. 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](/subscriptions/managing-subscriptions/updating-a-customers-payment-method.md) and [Pausing, canceling, and reactivating subscriptions](/subscriptions/managing-subscriptions/pausing-canceling-and-reactivating-subscriptions.md).

#### 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

The **Swap Products** action lets customers change what's in their subscription, but only between the products on the same plan. Want to keep customers locked to a specific subset, for example only the multi-vitamin variants and never the supplements? Put them on a plan that only includes those products. Want to give customers maximum flexibility? Put them on a plan that includes everything.

For how to structure plans for swap behavior, see [Subscription plan settings, field by field](/subscriptions/getting-started/subscription-plan-settings-field-by-field.md).

#### Update payment method, customer-side

When customers use **Update payment method**, the dashboard:

1. Shows a confirmation dialog: `Send email to [their email] with instructions to update the payment method.`
2. On confirmation, sends them a Shopify-native email with a secure update link.
3. 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](/subscriptions/managing-subscriptions/updating-a-customers-payment-method.md).

#### 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** — admin-only override
* **Bulk operations** — exporting, bulk emailing, bulk payment-method updates
* **Add or remove products on the contract** — the customer can swap within plan limits, but only the merchant can extend or trim the line-item list
* **Per-cycle edits to a single upcoming order** — only the merchant can target a specific cycle without affecting the rest of the schedule

#### 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)](/subscriptions/storefront-and-accounts/configuring-the-subscription-management-block-new-customer-accounts.md).
* For legacy customer accounts, confirm the subscription page template includes Roadmap's customer dashboard — see [Configuring the Customer Subscriptions widget (legacy customer accounts)](/subscriptions/storefront-and-accounts/configuring-the-customer-subscriptions-widget-legacy-customer-accounts.md).

**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's product is missing from the Swap Products list**

The product isn't on the same plan as the customer's current subscription. Either move the product onto that plan or move the customer to a plan that includes it.

#### Frequently asked questions

<details>

<summary>Do legacy and new customer accounts have different functionality on this dashboard?</summary>

No. The functionality is identical. The dropdown menu, the action behavior, and the status-dependent visibility are all the same. The only difference is how it's styled, which is configured in different places.

</details>

<details>

<summary>Can a customer add a one-off non-subscription product to a single delivery?</summary>

Not from the customer dashboard. Adding a single-cycle one-off requires admin access — open the contract, find the upcoming order in the Orders list, use the per-cycle `•••` menu, and pick **Add product to this order**. See [Editing a customer's subscription](/subscriptions/managing-subscriptions/changing-shipping-on-a-subscription-contract.md).

</details>

<details>

<summary>What happens if a customer pauses on a Failed subscription?</summary>

They can't. The \*\*Pause\*\* action is hidden from the dropdown for Failed contracts. The available actions are \*\*Edit Address\*\*, \*\*Update Payment\*\*, \*\*Reactivate\*\*, and \*\*Cancel\*\*. If they want to step away without losing the contract, they update payment first and then reactivate, or cancel.

</details>

#### Related guides

* [Configuring the Customer Subscriptions widget (legacy customer accounts)](/subscriptions/storefront-and-accounts/configuring-the-customer-subscriptions-widget-legacy-customer-accounts.md)
* [Configuring the Subscription Management block (new customer accounts)](/subscriptions/storefront-and-accounts/configuring-the-subscription-management-block-new-customer-accounts.md)
* [Adjusting an upcoming subscription order](/subscriptions/managing-subscriptions/adjusting-an-upcoming-subscription-order.md)
* [Updating a customer's payment method](/subscriptions/managing-subscriptions/updating-a-customers-payment-method.md)
* [Pausing, canceling, and reactivating subscriptions](/subscriptions/managing-subscriptions/pausing-canceling-and-reactivating-subscriptions.md)
* [Loyalty points × subscriptions](/subscriptions/storefront-and-accounts/loyalty-points-subscriptions.md)
* [The Manage Subscriptions admin: a tour](broken://spaces/J8asLD4FVCFagK40xEr4/pages/MG8UYsDOXhRIobSF0JhE)


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