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Product not showing subscription options

If a product on your storefront doesn’t show subscription plan options, check the following:

Is a subscription plan assigned to the product?

Go to the circuly Subscriptions app and open your subscription plan. Check that the product is listed under the assigned products. If not, add it.You can also use the Product Details Action directly from the product page in Shopify Admin to quickly assign plans.
Ensure the selling plan group containing this product is active and not in draft state.
The subscription widget must be added to your product page template through the Shopify Theme Editor. See Theme Extension Setup for instructions.
If you use multiple product page templates in your theme, make sure the Payment Options block is added to the template assigned to this specific product.

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Subscription widget not appearing on storefront

If the Payment Options block doesn’t show up at all on your product pages:
Go to Online Store > Themes > Customize and navigate to a product page. Confirm the Payment options block is added and positioned correctly. See Theme Extension Setup.
The widget only appears on products that have at least one selling plan assigned. Products without plans will not show the block.
Use the Preview button in the Theme Editor to see the block in action on a product that has selling plans assigned.

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Cross-sell grid not showing

If the Cross-Sell Grid block doesn’t display products:
The cross-sell grid reads from the custom.cross_sell_products metafield on each product. Verify this metafield is set and contains valid products. See Setting up cross-sell products.
Cross-sell products must be available (in stock and published). Unavailable products are automatically hidden.
Enable Debug mode in the Cross-Sell Grid block settings to see diagnostic information about why products aren’t displaying.

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Billing failures and retries

When a subscription billing attempt fails (e.g., declined payment), the system handles retries automatically:
  • Failed charges are retried according to the dunning schedule
  • Customers are notified to update their payment method
  • After all retry attempts are exhausted, the subscription status may change based on your configuration
Customers can update their payment method directly from the Customer Portal without needing to contact support.

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Customer portal not loading

If customers don’t see their subscriptions in their account page:
Go to Settings > Customer accounts in your Shopify admin and ensure customer accounts are turned on.
Go to Settings > Customer accounts > Extensions and verify the circuly Subscriptions extension is enabled.
The portal only shows for customers who have at least one subscription contract. If a customer has never subscribed, they won’t see the section.

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Extension not appearing in Shopify Admin

If the admin extensions (product actions, bulk actions) aren’t showing:
Shopify Admin extensions sometimes take a moment to load. Try refreshing the page.
Verify the circuly Subscriptions app is still installed and active on your store.
  • Product Details Action appears under More actions on individual product pages
  • Product Index Selection Action appears when selecting products on the Products list page

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Troubleshoot wizard

The circuly Subscriptions app includes a built-in Troubleshoot wizard that helps diagnose why a product isn’t eligible for subscriptions. It checks:
  • Whether the product exists and is published
  • Whether a subscription plan is assigned
  • Whether the selling plan group is active
  • Whether the product variants are properly configured
To access the wizard, open the circuly Subscriptions app and look for the Troubleshoot option in the navigation menu.

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Still need help?

If you can’t resolve your issue with the steps above, contact our support team:

Contact Support

Email us at support@circuly.io and include your store URL, a description of the issue, and any relevant screenshots.