Customer has an active subscription but no upcoming charge dates
Sections
Issue
The customer has an active subscription but cannot see any orders in the Upcoming Orders section of the customer portal.
When reviewing the Subscriptions page in the merchant portal, some customers do not show a next charge date.
Environment
This issue is usually noticed by the customer on the customer portal, but is also visible on the merchant portal when viewing the Subscriptions page.
Resolution
If a customer reaches out about upcoming orders not showing on the customer portal, it is likely that there is an issue processing their order. The customer should have received an error notification to let them know, but the customer may still be confused about how to resolve the issue.
In this case, review the customer's account in the merchant portal. When you view the account, an error message will appear on their profile page to guide you in resolving the issue.
Errors can also be reviewed on the Charge errors tab of the Orders page. Review the charge error message and work with the customer to resolve the issue. The Troubleshooting charge error messages guide provides a breakdown of common error messages and steps to take to resolve them.
Once the error is resolved and the order is processed the customer's subscription will update and upcoming orders will be available on the customer portal as expected.
