Customer portal is where your subscribers take key actions on their subscriptions, such as adding one-time items to their next delivery, updating their delivery address, applying discount codes and skipping an order. It is fully customizable, optimized with smartphones in mind, and designed to be fast and responsive.
This article covers the preference settings, accessibility options, theme customization, and extension features available for the customer portal.
Customer portal preferences
Preferences let you control exactly what actions your subscribers can take on the customer portal. You can enable or disable actions like skip, swap, and cancel with a single toggle.
Navigate to Loop admin > Customer portal > Preferences to configure these settings.
Customer portal preferences overview: The table below describes all the action preferences available to your subscribers. These preferences are grouped into 7 categories in Loop admin.
Preference | Description |
Create subscription | Allow subscribers to create new subscriptions directly from the portal. |
Apply discounts | Let subscribers apply discount codes (including multiple ones) as configured in Shopify, with limits. |
Edit billing/delivery schedule | Enable subscribers to edit their billing/delivery intervals and automatically recalculate discounts. |
Charge on resume | Trigger charge immediately when a subscription is resumed. Options to control this behaviour. |
Reactivate subscription | Allow subscribers to reactivate cancelled subscriptions and optionally charge them on reactivation. |
Merge subscriptions | Let subscribers merge subscriptions to save on shipping costs. |
Add/edit order notes | Allow subscribers to see and edit notes on their subscription orders. |
Pause subscription | Allow pausing/resuming subscriptions from the portal. |
Pause subscription intervals | Add available pause durations for subscribers with custom durations & smart pause logics. |
Place order | Enable subscribers to place the upcoming order immediately and optionally prepone future orders. |
Skip order | Let subscribers skip upcoming orders and optionally restrict how many can be skipped consecutively. |
Gift order | Allow subscribers to gift their upcoming order keeping the future scheduled orders and details remain unaffected. |
Delay order | Allow subscribers to delay an order while maintaining consistent intervals for future orders. |
Reschedule order | Give subscribers control to reschedule orders within a defined interval. |
Last order details | Show last order date to help avoid duplicate orders. |
Scheduled order details | Define the number of scheduled orders displayed in the customer portal. When unchecked, the next 10 orders are shown. |
Edit/remove products | Let subscribers remove products one-time, remove completely (if at least 1 remains), or change quantity. |
Minimum order value | Prevent product removal if the order value goes below the configured minimum value. |
Minimum order weight | Allow subscribers to remove products only if the total weight of all order items is above the minimum value configured. |
Show unlisted products | When enabled, unlisted products will appear in the upsell, swap, and create subscription flows and can be purchased accordingly via customer portal. |
Update payment method | Let subscribers update payment methods and optionally trigger a charge if the last payment failed. |
Change payment method | Allow switching between multiple saved payment methods. |
Update delivery address | Let subscribers update their delivery address from the portal. |
Change pickup location | Enable subscribers to select a different pickup location (if available). |
Change delivery method | Let subscribers switch between shipping, pickup, or local delivery. |
Prepaid subscription price texts | Choose whether to show per delivery price or total prepaid cycle price for the prepaid subscription. |
Maximum orders per day | Set a limit on the number of orders allowed per subscription each day to prevent abuse. |
Maximum quantity per item | Restrict how many units of a product can be added or updated in a subscription. |
Customer portal accessibility
The subscription login page gives your subscribers a passwordless way to access the customer portal. Enable it and add the URL to your Shopify store's header so subscribers can find and manage their subscriptions without needing a password.
Navigate to Loop admin > Customer portal > Accessibility to enable the login page. Copy the subscription login page URL and paste it in your store header as a "Manage subscriptions" button.
Learn more: Access subscriptions on Shopify customer accounts
Customer portal theme settings
Theme settings let you customize the look and feel of your customer portal to match your brand. You can create different themes and publish them with one click, whether for a seasonal sale, holiday promotion, or any special occasion.
Navigate to Loop admin > Customer portal > Theme settings, then click Customize on the theme you want to edit. This opens the portal builder, where you control the layout, styles, text, and code of your portal.
Customer portal builder
The portal builder is a split-pane editor. Your portal renders live on the right, and the panel on the left holds five tabs: Layout, Styles, Texts, Custom CSS, and Custom JS.
Every change you make in the panel appears in the live preview right away, so you can see the result before publishing. The theme you are editing is named at the top left, with an Active badge if it is the published theme.
Preview controls
The top bar tells you what you are looking at with a single sentence: "Previewing [page] as [customer]". The page dropdown switches between the portal pages, so you can style the subscription listing page, subscription details page, and gift pages independently.
The customer selector loads a real subscriber's data into the preview. Search for a specific subscription ID to check how your portal looks with their actual products, discounts, and order dates rather than placeholder content.
On the right of the top bar, the device toggle switches between desktop and mobile views, and the zoom control adjusts the preview size. Click Preview to open the portal in a new tab.
Inspect mode and navigating flows
The builder has two ways to interact with the preview, controlled by the inspect mode icon at the top right.
With inspect mode on, clicking any element in the preview scopes the customization panel on left to that element so you can style or reword it.
For example, clicking the Order now button in the preview scopes the panel to that button, where you can set its colors under Styles and its label and wording under Texts.
With inspect mode off, you can go through the customer portal preview just like a subscriber would - opening popups, drawers, and multi-step flows to check the wording and styling at each step.
Note: The preview cannot make changes to real subscriptions. Actions that would modify a subscription, such as placing or skipping an order, will pop a "Not available in preview" toast message instead of running.
Layouts tab
The Layout tab controls which sections appear on each portal page and the order they appear in. Drag sections to reorder them.
Click Add section or the plus button (visible on hover) to create a new custom section. You can create new sections and add variables based on customer, store, or subscription properties.
Styles tab
The Styles tab controls the colors and visual treatment of every element in your portal. General settings cover page background, text, primary button, primary button text, primary button border, outline button, underline button, and input border.
Further groups let you style cards, the upsell section, banners, and popups and sidebars. Search the tab to jump straight to a setting instead of scrolling through categories.
Simply pick the color that you would like to use for the specific style. You can also add Hex codes, RGB codes, or select a recently used color.
Note: Some styles, like "General" or "Card" apply globally. Changing them affects every component that uses them across the customer portal.
Texts
The Texts tab lets you edit every piece of text in the portal, including button labels, popup copy, success messages, and error messages. Text fields are grouped by flow so you can review the full wording of a journey in one place.
Each field shows its default value below the input, so you can always see what you changed and reset it
Custom CSS
The Custom CSS tab gives you a code editor for styling that the Styles tab does not cover. Use it for brand-specific visuals, spacing adjustments, or targeting a single element with your own selectors. All custom CSS changes are reflected live in the preview pane.
Custom JS
The Custom JS tab lets you add JavaScript to extend the functionality of the customer portal. Learn more about using Custom JS to power personalized experiences on customer portal.
Note: Custom JS changes will only be visible once you save/publish your theme.
Learn more about Customer portal capabilities.
FAQs
Why is the customer portal not loading when I try to view it?
Why is the customer portal not loading when I try to view it?
This can happen if you do not have any active subscriptions. The customer portal needs at least one subscription to display a preview. Create a test subscription from the Loop admin home page to resolve this.
If the portal is still not loading, create a manual 100% discount in Shopify and apply it during the test subscription purchase. This should give you access to the customer portal.
How do I stop subscribers from canceling their own subscriptions through the customer portal?
How do I stop subscribers from canceling their own subscriptions through the customer portal?
Navigate to Loop admin > Settings > Customer portal > Order actions and disable the cancellation option.
How can a subscriber adjust the dates of the next order while changing the frequency of the subscription from the Customer Portal?
How can a subscriber adjust the dates of the next order while changing the frequency of the subscription from the Customer Portal?
When a subscriber makes a change in the customer portal, they have the option to adjust when the next order should be placed after changing the frequency.
If they set a new next order date, the order will be placed on that updated date.
If they don’t change it, the next order will go out based on the existing next order date.
In both cases, all future orders will follow the new frequency that’s been configured.
What are the methods to access the Customer Portal?
What are the methods to access the Customer Portal?
There are 2 methods to access the customer portal:
1. “Manage Subscription” Button on the Shopify Account Page
Currently, you have this button enabled on your Shopify account page. However, customers are experiencing issues when trying to log in using their credentials, especially when attempting to reset their password via email; they aren’t receiving any reset emails. It would be a good idea to check with Shopify support regarding this behaviour. (Refer to Screenshot 1 for more details.)
2. Subscription Login Page (Magic Link via Email)
Another option is to enable a standalone subscription login page on your store. This allows customers to enter their email address, and they will receive a magic link that redirects them directly to the Customer Portal — no password is required.
You can enable this from Loop > Customer Portal > Accessibility.
How long does the 'magic link / Loop' direct access link for the customer portal stay active?
How long does the 'magic link / Loop' direct access link for the customer portal stay active?
Loop's direct access links or Magic link work this way:
These links have an associated token with an expiry of 48 hours. If the link is not clicked within this time, the token will auto-expire, thus vastly reducing the chance of anyone misusing it.
If the link is clicked within 48 hours, it generates a long-lived token that gets stored directly in the customer's device and associated browser and stays active for 30 days. If no activity happens within 30 days, this token also auto-expires.
These tokens are unique for every customer and session. No token is reused, and thus nobody can reproduce these links on their own to get unauthenticated access.
These self-authenticated links are sent to customers' emails directly. There is no way anyone else is getting access to these links unless they get a hold of customers' email inbox or their device and browser.
Can subscribers without an active subscription access the customer portal?
Can subscribers without an active subscription access the customer portal?
Yes, subscribers can access the customer portal regardless of their subscription status (active, paused, canceled, or expired). They use the same login method as they would for an active subscription. You need to enable the option for subscribers to receive a direct login link by entering their email on your site.
Need help?
No worries - we're here for you!
If you have any questions or need assistance, feel free to email us at support@loopwork.co or chat with us using the support beacon at the bottom right of your screen.
Regards,
Loop Subscriptions team 🙂