Support
Email support@subflow.store. Include your myshopify.com domain and, if it's about a specific subscription, the customer's email address — that's enough to find it.
We answer within one business day. If a charge went wrong, say so in the subject line and we'll treat it as urgent.
Common questions
A customer's payment failed. What happens?
Subflow retries the charge automatically 2, 4 and 7 days after the failure, and emails the customer a link to update their payment method each time. If all retries fail, the subscription is marked Failed and appears on your Failed payments page, where you can retry it manually once the customer has fixed their card.
Can a customer be charged twice?
No. Each billing cycle is protected by a database uniqueness constraint plus an idempotency key sent to Shopify, so a retry, a duplicated webhook, or two overlapping jobs cannot produce a second charge.
What can customers do themselves?
From your storefront at /apps/subflow, logged-in customers can skip the next delivery, reschedule it, change the frequency, pause, resume, or cancel. Add a link to that page from your account or order-confirmation templates.
The widget isn't showing on my product page.
The widget only renders for products that a subscription plan applies to. Create a plan under Plans in the app and make sure the product is selected, then add the Subflow subscription options block to your product template in the theme editor.
What happens if I uninstall?
Billing stops immediately and your subscriptions are parked, so reinstalling won't retroactively charge customers for the time the app was gone. Shopify asks us to delete your data 48 hours after uninstall, and we do.