Subscriber’s View

WooCommerce Subscriptions is a premium WooCommerce extension
This guide provides an overview of functionality available to customers who purchase a subscription in your store via WooCommerce Subscriptions.

For an overview of features for store managers, see the Subscriptions Store Manager Guide. If you have a question not answered here, check Subscriptions FAQ.

My Account Pages ↑ Back to top

After a customer has purchased one or more subscription products with your store, they can view details of their subscriptions on the My Account page.

My Account is created by WooCommerce and gives a customer access to their billing and shipping addresses, order history and other account details. WooCommerce Subscriptions adds a My Subscriptions table to this page.

In the My Subscriptions table, Subscriptions lists the ID for each customer’s subscriptions, along with subscription status, next payment date and links to My Account > View Subscription, where the customer can view all details of the subscription.

Customer's My Account Page
Customer’s My Account Page

View Subscription Page ↑ Back to top

To view the full details for a subscription:

  1. Go to My Account page.
  2. Scroll to the My Subscriptions table.
  3. Select the View button next to the subscription in the My Subscriptions table; or
  4. Click the subscription number under the Subscription column in the My Subscriptions table.

This takes the customer to My Account > View Subscription for a single subscription. On this page, the customer can: a) View, and b) in some cases change, the subscription’s:

  • status
  • start date, trial end, next payment and end date (if any)
  • line items, including products, shipping, fees and taxes
  • recurring totals (i.e. the total amount charged each renewal)
  • payment method
  • order history, including the original order used to purchase the subscription (if any), renewal orders and orders placed to upgrade or downgrade the subscription
  • contact email and phone number
  • billing and shipping addresses
View Subscription Page
View Subscription Page

Subscription Management ↑ Back to top

WooCommerce Subscriptions displays a set of action buttons below each subscription’s details on the My Account > View Subscription page. A subscriber can use these buttons to:

  • Cancel or Suspend an active subscription
  • Reactivate a suspended subscription
  • Resubscribe an expired or canceled subscription
  • Pay for a renewal order when the automatic recurring payment failed or the subscription uses manual renewals
  • Change the Payment Method used for automatic recurring payments
  • Change Address for subscriptions which require shipping
Action Buttons on View Subscription Page
Action Buttons on View Subscription Page

Alongside each line item on the subscription, the customer can also Upgrade or downgrade that line item to a different but related subscription product.

Switch Buttons on View Subscription Page
Switch Buttons on View Subscription Page

Want to remove a subscription action button? Check out the FAQ on removing a button from the View Subscription page.

Suspend or Cancel Subscriptions ↑ Back to top

By default, both a Cancel and Suspend button is displayed next to each active subscription in the View Subscription page.

If you do not wish to allow customers to suspend their subscription with your store so easily, you can disable customer suspensions in Subscription Settings. There is no setting to disable cancellation, but it can be disabled with custom code to remove the Cancel button from the View Subscription page.

When a subscription has been put on-hold, either by you or the customer, a Reactivate button is displayed to allow the customer to restart their subscription. If the subscription was put on-hold because a payment is due, then the Reactivate button is not displayed. The customer must pay for the renewal before a subscription is reactivated.

The buttons also only display if the payment gateway used to purchase the subscription supports the relevant action. Find out if your payment gateway supports these features at Subscription Payment Gateways.

Requirements to Display Suspend Button

For the suspend button to be displayed:

  • the payment gateway used to purchase the subscription must support subscription suspension.
  • the subscription must currently have a status of active or pending.
  • customer suspension is enabled in the Subscription Settings or is a store admin.
  • current user must be set as the customer on the subscription.

Requirements to Display Cancel Button

For the cancel button to be displayed:

  • the payment gateway used to purchase the subscription must support subscription cancellation.
  • the must subscription currently have a status other than cancelled, trash, expired, switched or pending-cancel.
  • the subscription must have at least one future payment, as there is no need to cancel a subscription that will expire before any future payment is processed.
  • the subscription must be for more than one payment total, as numerous store owners requested this behaviour.

Suspend and Cancel Buttons on View Subscription Page
Suspend and Cancel Buttons on View Subscription Page

Remove a Product Item ↑ Back to top

If a subscription has more than one product line item, the customer can remove some or all but one of those items from the subscription. This allows customers to remove items they initially subscribed to but no longer wish to receive on each renewal.

To remove an item, the customer should:

  1. Go to My Account page.
  2. Select the View button next to the subscription they want to modify.
  3. Clicks the red cross next to the product they want to remove.
  4. Clicks OK.

After the item has been removed, the subscription’s totals are updated to remove the cost of that product.

Remove Subscriptions Buttons on View Subscription Page
Remove Subscriptions Buttons on View Subscription Page
Note: the red cross will only displayed when there is more than one product line item on the subscription. A customer can not remove all products from a subscription; they can only remove all but one.

Pay for Renewal ↑ Back to top

On occasion, a renewal order may need payment either because:

  • manual renewal payment is required
  • last automatic renewal payment failed

If payment is required on the renewal order for a subscription, a Pay button is also displayed next to the order under Recent Orders of both the My Account > View Subscription page and the My Account page.

The Pay action is only displayed when:

  • order has a status requiring payment. By default it is on-hold or pending, but can be customized;
  • subscription is on hold or pending, as this also signifies the subscription has not been manually reactivated by a store manager despite payment not being collected for the renewal order.

 

Pay Action on View Subscription Page
Pay Action on View Subscription Page

Clicking the Pay button in the subscription actions or order actions will direct the customer through a normal WooCommerce checkout process to pay for the subscription’s renewal. Once payment is completed for the renewal order, the subscription will be reactivated.

If the payment is to make up for a automatic recurring payment that previously failed, Subscriptions will attempt to update the payment method on the subscription so that future recurring payments will use the new payment method rather than the failing payment method. However, this is only possible with payment gateways which support Recurring Payment Method Changes.

Change Address ↑ Back to top

 

If a subscriber wants to have their products shipped to a different address, or they move and need to update their billing address, they can change the addresses used for their subscriptions from the My Account page.

There are two methods a customer can use to update their address:

  1. Update the shipping address for one subscription; or
  2. Update the shipping and/or billing addresses for all subscriptions.

Change Address on One Subscription ↑ Back to top

To change the shipping address used for a single subscription, the customer needs to:

  1. Go to their My Account > View Subscription page.
  2. Click the Change Address button next to the subscription.
  3. Enter the new address details in the form.
  4. Click Save Address.

At the base of the edit address form, the customer is advised that both the shipping address used for this subscription and the default shipping address for future purchases are updated. However, the shipping address for other subscriptions is not changed.

Store managers: The Change Address button is only displayed on subscriptions that need shipping. Subscriptions to products set to Virtual and/or have a status other than Active or On-hold do not require shipping.
Change Subscription Shipping Address Button
Change Subscription Shipping Address Button
Change Subscription Shipping Address Form
Change Subscription Shipping Address Form

Change the Address on All Subscriptions ↑ Back to top

To change the address used for all subscriptions, the customer needs to:

  1. Go to their My Account page.
  2. Select the Edit link next to the shipping or billing address.
  3. Enter the new address details in the form.
  4. Tick the checkbox: Update the address used for all of my active subscriptions.
  5. Save Address.
Change Address on Account Link
Change Address on Account Link
Change Address on Account Form
Change Address on Account Form

Change Payment Method ↑ Back to top

The Change Payment Method button can be used update the payment method for future recurring payments, e.g., When a subscriber’s credit card expires, or they want to use a different credit card than the one currently on file.

Change Recurring Payment Process ↑ Back to top

To change the payment method used for a subscription, the customer would:

  1. Select the Change Payment Method button next to a subscription.
  2. Enter the new payment details on the Checkout > Pay page.
  3. Submit the Checkout > Pay form and returns to the My Account page where a confirmation message says that the payment method has been updated.
1 - Customer Clicks Change Payment Method Button
1 – Customer Clicks Change Payment Method Button
2 - Customer Chooses a New Payment Method
2 – Customer Chooses a New Payment Method
3 - Payment Method Change Confirmed
3 – Payment Method Change Confirmed

4 - New Payment Method Shown to Customer
4 – New Payment Method Shown to Customer

Requirements for Changing Payment ↑ Back to top

It’s not always possible, or necessary, for a customer to be able to change the recurring payment method on a subscription. As a result, the Change Payment Method button is only displayed if a subscription:

  • Has the status of active
  • Requires automatic recurring payments. Changing a payment method for manual renewals is unnecessary as the customer can choose a payment method for each recurring payment.
  • Site is not in Staging Mode. In Staging Mode all subscriptions are treated as requiring manual renewal to avoid duplicate payments.
  • Uses a payment gateway that supports canceling the subscription
  • Has at least one future automatic payment scheduled. There is no need to change a payment method if no payments will occur.

The site also needs to have at least one payment gateway enabled that supports payment method changes.

Switch Subscriptions ↑ Back to top

If you allow switching between subscription products on your site, customers will be able to upgrade or downgrade between different subscription products via the View Subscription page.

The Switch Process ↑ Back to top

To switch subscriptions, the customer:

  1. Selects the Upgrade or Downgrade button on the line item they want to switch.
  2. Selects a new subscription product and clicks Sign up Now.
    • A checkout form is presented, along with a notice that this subscription will replace the existing subscription and the date the next payment will be charged.
  3. Completes the checkout form for the new subscription.
    • The standard Order Received page is presented, displaying details of up-front payment (if any) and recurring payments (if any).
  4. Is returned to the My Account page where they can see the line item on the subscription has been changed, and the recurring totals updated (if the amounts were different).

Screenshots below show a customer switching from one subscription variation to another.

1. Switch Button on View Subscription Page
1. Switch Button on View Subscription Page
2. Subscription Switch Details in Cart
2. Subscription Switch Details in Cart
3. Switch Order Confirmation Page
3. Switch Order Confirmation Page

4. Switch Order on My Account Page
4. Switch Order on My Account Page

Switchable Subscriptions ↑ Back to top

It’s not always possible, or necessary, for a customer to be able to switch to a new subscription. The Upgrade or Downgrade button is only displayed if you allow switching AND the subscription:

If the Force secure checkout setting is enabled under WooCommerce > Settings > Checkout, the Force HTTP when leaving the checkout setting must be disabled. This is to ensure that the customer remains logged-in when viewing the product’s page to initiate the switch.

Force HTTP When Leaving Checkout Setting
Force HTTP When Leaving Checkout Setting

Resubscribe ↑ Back to top

If a customer’s subscription has expired or been canceled, they can create a new subscription with the same terms as the original subscription by resubscribing to the inactive subscription from the My Account > View Subscription page.

Clicking the Resubscribe button takes the customer through the normal WooCommerce checkout process to pay for the subscription’s renewal. Once paid, a new subscription s created with the same billing terms as the original subscription.

Resubscribing to an expired or been canceled subscription has a number of differences to purchasing the same subscription product from the product page, like not charging a sign-up fee again. Behavior of the resubscribe process is explained in detail at Renewal Process Guide.

Resubscribe Button On View Subscription Page
Resubscribe Button On View Subscription Page
Resubscribe makes it possible to offer existing customers a way to continue existing subscription terms, even after terms have changed. For example, the product’s price has increased for new customers. This is known as grandfatheringResubscribe Process provides details on how customers are grandfathered.

Resubscribe Requirements ↑ Back to top

It’s not always possible, or necessary, for a customer to be able to resubscribe to a previous subscription. The Resubscribe button is only displayed on the My Account page when the existing subscription has:

  • expired, pending-cancellation or canceled status
  • at least one successful payment
  • a recurring total more than 0, to avoid allowing customers to resubscribe for free to subscriptions where the entire cost is charged in a sign-up fee, which is often done to pre-pay for physical products, as no sign-up fee is charged when resubscribing
  • product line items that still exist, to avoid errors when attempting to purchase products via checkout that have been deleted
  • no product line items limited to active status when the customer has another active or on-hold subscription for those products
  • not already been resubscribed to by the customer, to avoid allowing a customer to resubscribe more than once to the same subscription

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