Frequently Asked Questions

Renewals are charged automatically once a day at a fixed hour in the store's billing timezone, on each contract's next billing date. You can see and Reschedule that date on the subscription's detail page, or bill immediately with Place Order. Prepaid plans are charged once per prepaid batch, then auto-renew.

The app retries automatically per your Billing settings (up to 6 retries, 1–10 days apart) and emails the customer a payment-update link on each failed attempt. After the last retry it executes your configured action: skip the cycle (default), pause, or cancel. You can also fix it manually: send the payment-update link from the contract, then Rebill order in Past Orders. See Failed Payments & Retry Settings.

Through the customer portal — they log in with their normal store account and manage everything there (skip, pause, address, payment, swaps), limited to the permissions you enabled. If customers say they "can't find it", add the portal link to your store navigation and order emails — see The Customer Portal.

Yes — set Minimum required orders in the plan's advanced settings (cancel only after N orders), and/or disable cancellation in the portal settings so cancellations go through your support. Always state commitments clearly on the product page.

Pay as you go bills at every delivery (e.g. $25/month). Auto-renew prepaid charges several deliveries upfront — minimum 2 — and renews with another batch (e.g. $75 per 3 months). Prepaid = better cash flow and lower churn; pair it with a bigger discount.

Yes, per contract: open the subscription → products section → Edit Price. You can change it immediately or schedule the change after N billing cycles. Editing the plan itself only affects new subscriptions.

Enable the Out of stock alert (Settings → Email settings) — you'll be emailed when an upcoming order contains an out-of-stock product, so you can restock, or swap/remove the product on the affected contracts before the cycle bills.

With their normal Shopify customer login. New-customer-accounts stores get a native subscriptions section in the account pages; classic stores use the hosted portal link (/apps/ego-portal) — add it to your account menu and navigation so it's easy to find.

Contact our team via the in-app chat to verify your store — we remove the branding text for free.

Yes — CSV-based import under Subscriptions → Import Subscriptions, with our support team assisting the mapping and validation. See Importing Subscriptions from Another App.