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Common Issues and Solutions

Quick solutions to the most frequently encountered problems.

Subscription Issues​

Customers Can't Subscribe​

Problem: Customers do not see the option to subscribe to a product

Solutions:

  1. Check if the Zubs subscription widget is added to the products page
  2. Check if the product has subscriptions enabled
  3. Ensure inventory is available
  4. Check if the product is published and active

Subscription Orders Not Creating​

Problem: Subscriptions are created but recurring orders aren't being generated.

Solutions:

  1. Check if the subscription is active (not cancelled)
  2. Ensure billing dates are set correctly
  3. Verify payment method is still valid

Technical Issues​

App Not Loading​

Problem: The Zubs app doesn't load in Shopify admin.

Solutions:

  1. Clear browser cache and cookies
  2. Try a different browser
  3. Check if you're logged into the correct Shopify account

Customer Support Issues​

Customer Can't Manage Subscription​

Problem: Customers can't access their subscription management portal.

Solutions:

  1. Verify customer account is active
  2. Check if customer has valid email address
  3. Ensure subscription management is enabled (learn more here)

Customer Sees an Error Instead of Their Subscription​

Problem: A customer opens the subscription portal and sees "We couldn't load your subscription settings" with a Try again button, instead of their subscription.

Solutions:

  1. Ask them to press Try again — this is usually a temporary connection problem and clears on the second attempt
  2. If it persists, have them reload the page or come back in a minute
  3. If it still appears, contact support with the customer's email address and roughly when they tried

Zubs shows this instead of the subscription on purpose. When it can't confirm your settings, it doesn't guess — so a temporary glitch can never let a customer use an action you've switched off, or pick products outside your subscription collection.

Email Notifications Not Sending​

Problem: Customers aren't receiving subscription-related emails.

Solutions:

  1. Check email configuration in app settings (is email sending activated?)
  2. Verify customer email addresses are correct
  3. Check spam/junk folders

Merchant Portal Access Issues​

Missing Features or Restricted Actions​

Problem: You cannot see cancellation reasons, modify them, cancel subscription contracts, or make other changes in the Merchant Portal.

Solution: The Shopify user account you are logged in with needs sufficient permissions. Make sure the user has at least the following permissions enabled in Shopify:

  • Orders → View
  • Orders → Manage order information
  • Customers → View
  • Content → Entries → View, Create and edit, Delete
  • Store settings → Manage settings

You can manage user permissions in your Shopify admin under Settings → Users and permissions.

Getting Help​

If you're still experiencing issues:

  1. Check our documentation for detailed guides
  2. Search our knowledge base for similar issues
  3. Contact support with specific error messages
  4. Include screenshots when possible

Contact Information​