# Manage subscriptions

> The Subscriptions screen lists every customer subscription with its schedule, next charge and status. Pause, resume, skip the next charge or cancel from the row. Failed renewals are retried four times over about two weeks, and customers can pause, skip or cancel from their own account.

Help Centre / Products - Updated 29 October 2026

Once customers start subscribing to your products, the **Subscriptions** screen shows every subscription, when it next charges and how much it has brought in. From each row you can pause, resume, skip the next charge or cancel it. This article also covers what happens when a renewal payment fails, and what your customers can do themselves.

To offer subscriptions in the first place, see [Sell a product on subscription](https://v3.shoprocket.io/help/sell-subscriptions.md).

## Before you begin

- The **Subscriptions** screen is part of the **Subscriptions** app, on the **Business** and **Plus** plans. If you don't see **Subscriptions** under **Sell** in the sidebar, go to **Apps** and click **Add** on **Subscriptions**. The app switches itself on when your first customer subscribes, and stays on while any subscriptions exist.
- To see the screen, your staff account needs permission to view orders.

## Step 1: Find a subscription

Go to **Subscriptions**. Each row shows:

- **Customer**: their name and email, or **Guest**.
- **Product**: what they subscribed to, and the variant if there is one.
- **Schedule**: how often it renews, for example **Monthly**, and the amount each renewal charges before tax and shipping.
- **Next charge on**: the date of the next renewal. It shows `-` when nothing is scheduled.
- **Status**: see below.
- **Payments**: how many payments have been made, including the first.
- **Lifetime value**: everything the subscription has paid so far.

The list opens on **Live** subscriptions, the ones that still have a future: **Active**, **Past due** and **Paused**. Use the **Status** filter to see only one status, or choose **All** to include ones that have ended.

What each status means:

- **Active**: billing on schedule.
- **Past due**: the last renewal payment was declined and is being retried.
- **Paused**: nothing is charged until it is resumed.
- **Cancelled**: ended by you or the customer.
- **Ended**: ended by itself, because it reached its maximum number of payments, its payment retries ran out, or the product it renews is no longer sold.

![The Subscriptions screen showing live subscriptions, active, past due and paused, with the Skip next, Pause, Resume and Cancel buttons on each row](https://v3.shoprocket.io/img/help/manage-subscriptions/subscriptions-list.webp)

## Step 2: Change a subscription

The buttons at the end of each row depend on its status:

- **Skip next** (active or past due): moves the next charge on by one full interval, for example from June 3 to July 3 on a monthly subscription. A skipped charge is not counted as a payment, so it can't be used to run down a minimum commitment. Skipping a past-due charge gives up on that payment, stops its retries and sets the subscription back to **Active**.
- **Pause** (active or past due): stops all charges until it is resumed.
- **Resume** (paused): starts it again. The next charge is one full interval from the day you resume, so the customer is not charged for the time it was paused.
- **Cancel**: ends the subscription. Nothing more is charged. There is no confirmation step and it can't be undone, so click it only when you mean it.

You can cancel a subscription even when the customer agreed to a minimum number of payments; the minimum only stops the customer cancelling early.

Cancelled and ended subscriptions have no buttons.

If an action can't be applied, for example because the subscription has just ended, a message above the list says why and nothing changes.

## When a renewal payment fails

Renewals are charged automatically to the card or account the customer paid with. If a payment is declined:

1. The subscription becomes **Past due**.
2. Shoprocket tries again 1 day later. If that fails, it tries 3 days after that, then 5 days, then 7 days.
3. Each time a payment fails, the customer is emailed: the email says their payment was declined, shows the reason their bank gave if there is one, gives the date of the next try, and has an **Update your payment details** button that opens the subscriptions in their account.
4. If a retry succeeds, the subscription goes back to **Active** and carries on as normal.
5. If the last retry also fails, the subscription's status becomes **Ended** and nothing more is charged.

While a subscription is past due, any licence keys it delivers are paused until a payment goes through.

## What your customers can do themselves

In their account in your shop, under **Subscriptions**, customers see each of their subscriptions with its schedule, amount, next charge and payments made. They can:

- **Pause** and **Resume** it.
- **Skip next** to skip one charge.
- **Cancel** it. They are asked to confirm, and offered the chance to pause instead.

If the subscription has a minimum number of payments that hasn't been reached, the customer's cancel is refused with a message saying how many payments are left. They can still pause or skip.

## Renewal orders

Every successful renewal creates a new order in **Orders**, worked out like any other order, so it gets the usual order emails, invoices and refunds. A subscription keeps the price and terms the customer signed up on, even if you change the product later.

## Related

- [Sell a product on subscription](https://v3.shoprocket.io/help/sell-subscriptions.md)
- [Choose a payment gateway](https://v3.shoprocket.io/help/choose-a-payment-gateway.md)
- [Connect Stripe](https://v3.shoprocket.io/help/connect-stripe.md)
- [Licence keys](https://v3.shoprocket.io/help/licence-keys.md)

[Open Subscriptions in your dashboard](https://app-v3.shoprocket.io/go/subscriptions)

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- HTML version: https://v3.shoprocket.io/help/manage-subscriptions
- Language: English (en)
- Also in: [العربية](https://v3.shoprocket.io/ar/help/manage-subscriptions.md), [Deutsch](https://v3.shoprocket.io/de/hilfe/abonnements-verwalten.md), [Ελληνικά](https://v3.shoprocket.io/el/help/manage-subscriptions.md), [Español](https://v3.shoprocket.io/es/ayuda/gestionar-suscripciones.md), [Français](https://v3.shoprocket.io/fr/aide/gerer-les-abonnements.md), [עברית](https://v3.shoprocket.io/he/help/manage-subscriptions.md), [हिन्दी](https://v3.shoprocket.io/hi/help/manage-subscriptions.md), [Bahasa Indonesia](https://v3.shoprocket.io/id/bantuan/kelola-langganan.md), [Italiano](https://v3.shoprocket.io/it/aiuto/gestire-gli-abbonamenti.md), [日本語](https://v3.shoprocket.io/ja/help/manage-subscriptions.md), [Lietuvių](https://v3.shoprocket.io/lt/pagalba/tvarkykite-prenumeratas.md), [Norsk](https://v3.shoprocket.io/nb/hjelp/administrer-abonnementer.md), [Nederlands](https://v3.shoprocket.io/nl/hulp/abonnementen-beheren.md), [Polski](https://v3.shoprocket.io/pl/pomoc/zarzadzanie-subskrypcjami.md), [Português](https://v3.shoprocket.io/pt/ajuda/gerenciar-assinaturas.md), [Română](https://v3.shoprocket.io/ro/ajutor/gestioneaza-abonamentele.md), [Русский](https://v3.shoprocket.io/ru/help/manage-subscriptions.md), [ไทย](https://v3.shoprocket.io/th/help/manage-subscriptions.md), [Türkçe](https://v3.shoprocket.io/tr/yardim/abonelikleri-yonetin.md), [中文](https://v3.shoprocket.io/zh/help/manage-subscriptions.md)