If you’re using ConvertKit Commerce to sell a recurring subscription or paid newsletter, your customers may need to update their personal information and billing details.

Whether they need to change their card number or cancel their subscription entirely, we’ve made it simple for them to do this directly from their email. 🙌

NOTE: If you have a customer who reaches out to you about their subscription, you can walk them through the following steps, or send this article directly to them.

Here’s how your customers can update their billing information:

First, click the ‘Update your profile’ link at the bottom of an email.

Customers will find an ‘Update your profile’ link at the bottom of any emails you send to them (broadcasts or sequences).

☝️ NOTE: Customers who want to cancel their subscriptions should NOT click the ‘Unsubscribe’ link. Instead, they should click the ‘Update your profile’ link and follow the steps below.

This is because clicking ‘Unsubscribe’ will NOT cancel their subscription to your product. If a customer has already clicked ‘Unsubscribe’, they will be unable to update their billing details or cancel their subscription on their own.

In this case, they will have to reach out to you so you can cancel their subscription for them via their subscriber profile page.

Next, enter the magic link they receive via email.

Clicking on the 'Update your profile' link will take the customer to a secure page.

Here they will need to enter a six-digit authentication code that will be emailed to them.

Once they’ve entered this code, they’ll be able to update or edit their information.

More Details 👇

Edit Contact Information

On the 'Update your profile' tab, customers will be able to change their first name, last name, and email address.

Edit billing details.

If customers have an active paid subscription, they'll also see a ‘Billing’ tab at the top of the page.

Clicking on the billing tab will take them to a new billing page:

From here, they’ll be able to see their subscription details.

They can cancel their plan here:

And add a different payment method here:

That's it!

This should give your customers everything they need to change their information.

Need to give your customer a refund? Check out the article below! 👇

ConvertKit Commerce: Refunds

Did this answer your question?