Instructions for your customers using the Prima customer portal theme
- Login to customer account
- Update your billing information or email
- Update shipping address
- Skip a delivery
- Edit your next order date
- Edit the delivery frequency for a subscription
- Add a product to a subscription
- Add a discount
- Pause a subscription
- Cancel a subscription
- Re-activate a subscription
- Update Bundle contents
This guide provides information and instructions that your customers can use to navigate the Prima customer portal theme.
Before you start
- Features must be enabled in the customer portal settings in order to be accessed on the customer portal.
- The instructions in this article are for stores using multiple payment methods.
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 login and access your customer portal by clicking on the Manage subscriptions link.
You can also access your account using the customer portal magic link. This magic link is typically sent on the Subscription Confirmation email when you begin a subscription and the Upcoming Order email.
Use passwordless login
- Shopify Checkout Integration
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 with phone numbers from the United States and Canada. International phone numbers will receive the 4-digit code through email only.
Step 1 - Request a passwordless login code
- Navigate to your Shopify account login page.
- Below Need help accessing your subscriptions? select Click here.
- In the login window, enter the email associated with the subscription account.
- Click Send login code.
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 repeat Step 1 to send a new login code.
- If you only have an email address on your account: You will 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 to the login screen
Return to the login screen and type in the code you received by email or SMS. 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 the web browser to reset. This requires you to re-enter your email address and obtain a new 4-digit code to try again.
Update your billing information or email
The process to update billing varies depending on the configuration of the store's platform.
- BigCommerce Checkout Integration
- Recharge Checkout on BigCommerce
To update payment information:
- Login to the customer portal.
- Click the Payment methods tab.
- Click Add new payment method and enter the payment method details.
- To update all subscriptions to this payment method, select Update all my subscriptions to this payment method and click Add payment method to confirm.
- To update a specific subscription to this payment method, uncheck Update all my subscriptions to this payment method and click Add payment method. Then select the specific subscriptions to be charged on that payment method and select Move subscription to confirm.
- Expand the old payment method and click Delete to remove it from the account. Click Remove to confirm.
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.
To update payment information:
- Login to the customer portal.
- Click the Payment methods tab.
- Expand the payment method to be adjusted and click Edit.
- Click Send update email.
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.
Update shipping address
Update shipping address for a specific subscription
You can update the shipping address for a specific subscription:
- On the Subscriptions tab, expand the subscription to be adjusted and scroll to the shipping address section.
- Click the arrow to expand the adjustment slider and click Edit.
- Adjust the shipping address details and click Save shipping address to confirm.
Update an existing shipping address
You can update existing shipping addresses from the Shipping address tab:
- On the Shipping address tab, expand the address to be adjusted and click Edit shipping address.
- Review the associated subscriptions to confirm it is the right address.
- Adjust the shipping address details and click Edit shipping address to confirm.
Skip a delivery
Login to your customer portal to skip a delivery:
- Click the Upcoming orders tab to see all upcoming deliveries for your subscriptions.
- Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.
Edit your next order date
Login to your customer portal to adjust the order date:
- Click the Upcoming orders tab to see all upcoming deliveries for your subscriptions.
- Click Edit on the order to be changed and select the arrow in the Order date section.
- Select your chosen date and click Update next order date to confirm.
Edit the delivery frequency for a subscription
Login to your customer portal to adjust the order frequency:
- Click Subscriptions and click the arrow to expand the specific subscription to be adjusted.
- Expand the Order frequency section, adjust your chosen frequency and click Update frequency to confirm.
Add a product to a subscription
One-time and subscription products can be added to your subscription order. Login to your customer portal to add products:
- Click the Subscriptions tab and select Add product.
- Select the product to be added and confirm the product, shipping and billing details.
- Click Add a product to add.
Manage or delete a one-time product that was added
To manage or delete a one-time product add-on:
- On the Upcoming orders tab, select Edit on the order containing the one-time product.
- Click the arrow to open the one-time product menu and select Delete product.
- Click Remove to confirm.
Add a discount
To add a discount code to your subscription:
- On the Subscriptions tab, select the subscription to be discontinued.
- Scroll to the bottom of the page and click Add discount.
- Enter the code and select Add discount to confirm.
Pause a subscription
Note: These instructions are only for customers whose merchants have enabled the pause subscription feature in the merchant portal.
To pause your subscription, login to your account:
- On the Subscriptions tab, select the subscription to be paused.
- Scroll to the bottom of the page and click Cancel subscription.
- On the "Would you like to pause instead?" pop-up, select the amount of time you would like to pause your subscription.
- Take note of the next shipment date, which reflects the pause duration.
- Click Pause subscription.
There is no unpause button in the customer portal. If you would like to reactivate your subscription before the next shipment date, locate the paused subscription on the Subscriptions page and click Order now.
Cancel a subscription
To cancel your subscription, login to your account:
- On the Subscriptions tab, select the subscription to be cancelled.
- Scroll to the bottom of the page and click Cancel subscription. If required, provide a cancellation reason and click Next to proceed.
- Click Cancel to confirm.
Re-activate a subscription
If you want to reactivate a subscription that was previously cancelled, login to your account.
- On the Subscriptions tab, select the subscription to be re-activated.
- Click Re-activate and confirm.
Update Bundle contents
You can manage your customizable bundle contents and update your selections for upcoming orders in the customer portal:
- Login to your customer portal.
- Click Edit on the Bundle subscription.
- Click the Select contents pop-up.
- Choose your selections and click Save.