# Why did my customer's subscription automatically pause? Last updated: May 14, 2025 ## Cause of Subscription Pause A customer's subscription pauses whenever a subscription order has *not* been successfully generated 45 minutes or more after an upcoming transaction was scheduled to occur. The failure of the upcoming transaction can be caused by a variety of issues, including: 1. Required phone number is missing 2. A variant in the subscription was deleted, archived, or out of stock in Shopify 3. The subscription contains an invalid discount code 4. The shipping address for the subscription is invalid

Here's an example of a paused subscription.

## Recommended Solution 1. Confirm you have ***not*** updated your Shopify settings to require a phone number for all orders 2. Confirm you have ***not*** deleted any products/variants in Shopify 3. Confirm you have ***not*** switched a product from "Default variant" to another variant 4. Confirm any applicable subscription discount codes are valid 5. Confirm the shipping address for the subscription is valid If you have completed all troubleshooting steps outlined above and the warning still appears, please contact your Customer Success Manager or email [support@smartrr.com](mailto:support@smartrr.com) to manually resync the subscription. {% hint style="info" %} **Tip:** To check your store's Shopify settings on requiring a phone number for orders, navigate to **Settings** > **Checkout** and scroll to **Shipping address phone number**. We recommend this be set to either or **Don't include** or **Optional**. If set to Required, than all previously purchased customer subscriptions without a phone number will fail to process. {% endhint %}