⏸️Why did my customer's subscription automatically pause?

Last updated: April 15, 2024

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.

In this example, a product a customer subscribed to has been removed. Because of this, the subscription has been automatically paused.

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 [e-mail] to manually resync the subscription.

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.