This guide provides information and instructions that your customers can use to navigate the Affinity customer portal theme.

Login to customer account

You can access your customer portal through your store account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.

Once your account is registered, you can log in and access your customer portal by clicking on the Manage Subscriptions link.

You can also access your account using a customer portal magic link. This magic link is typically sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email. 

Use passwordless login

Quickly access your customer portal with no password required using a 4-digit code sent to your phone or email. Sending the passwordless login 4-digit authentication code via SMS is only compatible for phone numbers from the United States and Canada. International phone numbers will receive the 4-digit code through email only.

Follow the steps below to sign with your 4-digit code:

Step 1 - Request a passwordless login code

1. Navigate to your Shopify account login page.
2. Below Need help accessing your subscriptions? click on the Click here text.
3. In the Login window, enter your email address associated with the subscription account.
4. Click the Send login code button.

Step 2 - Check your email or text message

A 4-digit authentication code is sent to your email and by text message. This code is valid for four minutes. If the code is not confirmed within that time frame, you must complete Step 1 again to send a new login code

• If you only have an email address on your account: You will only receive the 4-digit authentication code via email.
• If you have a valid phone number and email address on your account: You will receive the 4-digit authentication code through email and SMS.

Step 3 - Enter the 4-digit code into the passwordless login screen

1. In your browser, return to the login screen.
2. Type in the code you received by email or SMS.
3. When successfully logged in, the screen is redirected to your customer portal.

If you did not receive your 4-digit code via email or SMS, try these troubleshooting steps:

• Check your email spam folder.
• Try refreshing the passwordless login page and re-enter your email address to receive a new code.
• If you have exceeded five failed login attempts, refresh your web browser to help reset the login attempts. This requires you to re-enter your email address and obtain a new 4-digit code to try again.

Edit your account details

To edit general information such as name, email, or phone number:

1. Log in to your customer portal.
2. Click the Address & payment details tab and select Edit your details.
3. In this popup, you can update your details and select Save changes to confirm.
   

Update billing information

There are two options you can use to update your existing billing information. 

Option 1 

1. Log in to your customer portal.
2. Click the Address & payment details tab and select manage payment methods. 
3. Click Edit on the existing payment to update. 
   • Stores on the Shopify Checkout Integration will display a pop-up to Send edit payment link. 
4. Select an option for how this payment method will be applied to orders, and fill out the form with the updated information. 
   
5. Click Add payment method to confirm your changes. 

Option 2 

1. Log into your customer portal. 
2. In the View your next order tab, click Edit payment method. Editing this will update the payment method for all orders, not only the next order. 
   
3. Select an option for how this payment method will be applied to orders, and fill out the form with the updated information. 
   
4. Click Add payment method to confirm your changes. 

Add payment method 

Note: Adding a payment method from the customer portal is only available for stores on the Recharge Checkout on Shopify. 

To add a new payment method:

1. Log in to your customer portal.
2. Click the Address & payment details tab and select manage payment methods. 
3. Select Add payment method and fill out your new card information. 
   
4. Check or uncheck the box for if you want to Update all of my subscriptions to use this payment method. 
5. Click Add payment method to confirm.
   

Remove payment method

Note: Removing a payment method from the customer portal is only available for stores on the Recharge Checkout on Shopify. Stores on the Shopify Checkout Integration will need to manage payment methods directly through Shopify. 

To remove an existing payment method: 

1. Log in to your customer portal.
2. Click the Address & payment details tab and select manage payment methods. 
3. Select Remove on the existing payment to delete. Note that payment methods for active subscriptions can't be deleted.
   

If you used PayPal as your payment gateway, you can edit the payment method in your PayPal settings. Otherwise, you need to cancel the subscription and start a new subscription via checkout.

Add or edit your address

You cannot edit the address for a specific subscription using Affinity. Instead, you must update the address for all subscriptions delivered to the same address. 

Add new address

To add an address, log into your customer portal: 

1. Click the Address & payment details tab and select manage addresses. 
2. Select Add a new address and fill out your new address information. 
3. Select the payment method that will be associated with this address and click Save address to confirm your changes.
   

Edit address

There are two options you can use to update an existing address. 

Option 1 

1. Log in to your customer portal.
2. Click the Address & payment details tab and select manage addresses. 
3. Click Edit on the address to update. 
4. Select an option for which orders this address will be used for and fill out the updated address information. 
   
5. Click Save changes to confirm.
   

Option 2 

1. Log into your customer portal. 
2. In the View your next order tab, click Edit address. Note that updating your address will update the address for all orders, not only the next order. 
   
3. Select an option for which orders this address will be used for and fill out the updated address information. 
   
4. Click Save changes to confirm.

Swap products 

To swap a product:

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to edit, select Manage this subscription.
   
4. Select Swap this for a different product. 
   
5. Choose a product to swap for the current product and click Swap.
   
6. Review the product options and select Swap product to confirm. 
   

Process your order immediately 

Process your order immediately rather than the order date originally scheduled.

After an order is processed, the next charge date for the subscriptions in the order gets recalculated based on the subscriptions frequency. For example, if the subscription gets delivered every month and today is January 1st, after I click order now, my next order will now happen on February 1st.

To send your order now: 

1. Log into your customer portal. 
2. In the View your next order tab, click Send now.
   
3. Select Send this order now to confirm.
   

Skip your next order

Skipping your next order will skip all subscriptions within the order. One time products cannot be skipped and will get rescheduled to the following order. There are two ways you can skip an order.

Option 1 - Skip your next order directly in the View your next order tab

1. Log into your customer portal. 
2. In the View your next order tab, click Skip.
   
3. Confirm your changes by clicking Yes, skip this order.
   

Option 2 - View upcoming orders to select order for skip 

1. Log in to your customer portal. 
2. Click the View upcoming orders tab to see all upcoming deliveries for your subscriptions.
3. Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.
   
4. Click Yes, skip this order to confirm your changes. 

Skip a subscription

To skip your subscription: 

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to skip, select Manage this subscription. You can also access this page by selecting the subscription product within an order. 
   
4. Select Skip. 
   
5. Confirm by clicking Yes, skip from this order.
   

Edit your next order date

While you're changing the date, following orders will be rescheduled based on this next order and the delivery frequency of the subscription. 

Login to your customer portal to adjust the order date:

1. In the View your next order tab, click Reschedule.
   • The reschedule modal will display an estimated charge date to reschedule the order based on the frequency of the subscription. For example, if your subscription is on a 30 day frequency, the modal will suggest a reschedule date one month from the original charge date. 
2. Select the new order date and click Save changes to confirm. 
   

You can also reschedule all subscriptions in an order: 

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to skip, select Manage this subscription. You can also access this page by selecting the subscription product within an order. 
   
4. Select Reschedule.
   
5. Select the new date and click Save changes to confirm. 

Edit the delivery frequency for a subscription

To edit the frequency for a subscription: 

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to edit, select Manage this subscription.
   
4. You can change the quantity of products and frequency, then select Save changes to confirm.
   

Add a one-time product to an order

One-time products can be added to your order. Login to your customer portal to add products:

1. In the View your next order tab, select Browse all products. You can also select +Add from the quick view menu. 
   
2. Click +Add on the desired product. 
   
3. Select the One time only option and click Add to order to confirm. 
   

Add a discount

Discounts get associated with an address and discounts added will be applied to all orders linked to that address as long as the coupon in valid.

To add a discount code:

1. Login to your customer portal.
2. Navigate to the View your next order tab.
3. Click +Add discount.
   
4. Enter the code and select Apply discount code.
   

Pause a subscription

To pause your subscription:

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to pause, select Manage this subscription.
   
4. Click Cancel subscription and the pause a subscription options will display. Select how long you want to pause your subscription for and click Pause subscription.
   

Cancel a subscription

To cancel your subscription:

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Under the subscription you want to cancel, select Manage this subscription.
   
4. Click Cancel subscription, then Cancel subscription again.
   
5. Provide a cancellation reason and click Next, then confirm the cancellation by selecting Cancel subscription.
   

Reactivate a subscription

If you want to reactivate a subscription that was previously cancelled:

1. Login to your customer portal.
2. Click the Manage subscriptions tab.
3. Select Inactive
4. Click +Reactivate to reactivate a cancelled subscription.