FAQ

Short answers to the questions merchants ask most. Each one links to the page with the details.

Subscription plans

What is a subscription plan?

A plan sets how often customers are charged and receive an order, and the discount they get for subscribing. Customers can only subscribe to products that are on a plan. Each plan has one or more options, such as "Every month" and "Every 2 months". See Subscription plans.

What's the difference between recurring, prepaid and gift subscriptions?

• Recurring subscription: charged and delivered on the same schedule, such as every month. It renews until cancelled.
• Recurring prepaid subscription: customers pay for several deliveries at once, such as 3 monthly deliveries every 3 months, and it renews.
• Prepaid, single charge: customers pay once for a set number of deliveries, and it ends. This is the one to use for gifts.

See Selling methods.

How do the two discounts on an option work together?

Discount from the first charge applies from the first order. Different discount after a number of charges takes over after the number of charges you set.

For example, 20% from the first charge and 10% after 1 charge gives customers 20% off their first order and 10% off every order after that. See Discounts.

How do I add products to a plan?

Open the plan under Plans and use its Products section. You can add products, single variants, or whole collections. A collection keeps the plan in step as products join or leave it. You can also add a product to a plan from the Products page. See Add products to a plan.

Can I sell a product only on subscription?

Yes. Set the product in Shopify to sell only with its purchase options. The Subrise widget then hides the one-time purchase choice. See Add the product widget.

If I change a plan, do existing subscribers change too?

No. Changes to a plan apply to new subscriptions. To change an existing subscriber's price or frequency, edit their subscription. See Managing subscriptions.

How is shipping charged on prepaid subscriptions?

Customers pay shipping for all the deliveries they prepay for at checkout. They pay again only when a recurring prepaid subscription renews.

What are add-ons?

An add-on is a product added to a subscription on top of its regular items, such as a one-time extra. You choose which products customers can add in Settings > Customer portal > Products and collections, under Add-on products. See Managing subscriptions and Customer experience.

Pricing and your Subrise plan

How much does Subrise cost?

Shopify bills both on your Shopify invoice. There's no flat per-order fee on top. See Choose a Subrise plan.

Is there a free trial?

Yes. You get 28 days free from the day you install. Choose Launch and you keep the trial days you have left; you can then move to Accelerate with Free trial upgrade and keep them too. Choosing Enterprise ends the trial. Reinstalling Subrise doesn't restart the trial: you carry on with the days you had left.

How do I change or cancel my Subrise plan?

Go to Settings > Account and click View plans. Choose another plan there, or, once you've chosen a plan, click Cancel plan at the top of the page. See Choose a Subrise plan.

Checkout and payments

Does Subrise use Shopify's checkout?

Yes. Customers subscribe in Shopify's own checkout. Shopify takes the first payment and saves the payment method. Subrise charges each renewal after that. See How plans work at checkout.

Which payment providers work with subscriptions?

Shopify decides this, not Subrise. A provider has to be able to save a payment method and charge it later. Shopify Payments supports subscriptions. Check Shopify's help center for the current list.

Can customers manage subscriptions from their Shopify customer account?

Yes. Subrise works with Shopify customer accounts, as well as with its own customer portal on a page of your store. You choose where links send customers in Settings > Customer portal. See Shopify customer accounts.

Switching to Subrise

Can I move my subscribers from another app?

Yes. The Subrise team moves your subscribers for you, from any app, usually within 2 to 3 days. Your customers don't need to sign up again. See Switching to Subrise.

Uninstalling

What happens if I uninstall Subrise?

Subrise stops working for your store straight away:

• Subrise stops charging renewals, so your subscribers aren't billed again.
• Your Subrise settings, integrations, email templates and bundle setup are deleted.
• The product widget, customer portal and bundle discounts stop working on your storefront.

Your subscription records stay in Shopify. Subrise keeps its own copy of your subscriptions for 48 hours. After that, Shopify asks Subrise to erase your store's data, and Subrise deletes it.

If you reinstall within 48 hours, your subscriptions are still there, but you set up Subrise again from the start.

Does cancelling my Subrise plan cancel my customers' subscriptions?

No. Cancelling your plan ends your Subrise subscription in Shopify, and you can't use the Subrise admin until you choose a plan again. Your customers' subscriptions aren't cancelled. To stop Subrise for good, uninstall it.

Still stuck?

Email info@subrise.app, or use the contact form.