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Fixes for the most common Subscription Upgrade issues. If you are still stuck after trying these, contact support with the details listed under Testing and verifying.
Two possible causes:
  1. Feature not enabled on your account. Subscription Upgrades is a Beta feature that requires manual enablement by Aftersell support. Contact support via the in-app chat to request access.
  2. API token not saved. Open the wizard, go to Step 1: Connect provider, confirm you have selected a provider, pasted a valid token, clicked Test API key, and continued. If the test shows a red X, your token is missing required scopes or has been revoked — the error message names the specific missing scopes. If the test shows a warning, Aftersell could not reach your provider; test again. You cannot save until the check passes.
The Subscription Upgrades template is only visible after the feature has been enabled on your account by support. This applies to all providers, including Loop. Contact support via in-app chat.
This is expected behaviour. The product is the offer product, the placeholder line item added to the Shopify order as a record of the accepted upgrade. To reduce confusion, rename the offer product to something clear and add a description in Shopify Admin explaining what it represents. See What the customer sees.
The Shopify changeset and the provider API call are independent. If the offer product was added to the order but the subscription was not changed, the most common causes are:
  • Your provider API token is expired or lacks the required permissions. For Recharge, the token must have read_orders, read_subscriptions, write_subscriptions, and read_plans. Go to Step 1: Connect provider, re-test your key, and check the error message for the specific missing scopes.
  • The eligible product in the funnel does not match what the customer actually subscribed to.
  • For Loop, the target selling plan does not exist in your Loop dashboard for the configured frequency.
  • For Loop, the upgrade is still in flight. Wait the full 24 hour sync window before assuming failure.
Aftersell automatically retries failed provider calls in a background workflow. The workflow checks the provider’s current state before re-running, so a successful but slow upgrade is not applied twice. If all retries fail, the offer product remains on the order but the subscription will not be modified. Contact support with the details listed in Testing and verifying.
The “Use an existing selling plan” option pulls plans directly from Recharge, Skio, or Loop. If the dropdown is empty:
  • Confirm selling plans are configured in your provider dashboard.
  • Make sure your API token has read access to Plans (Recharge: read_plans scope) or the appropriate scopes (Skio, Loop).
  • Go back to Step 1: Connect provider, re-test your API key, and continue.
This is expected. Loop does not support prepaid subscriptions through this integration. The billing frequency field is disabled and automatically synced to the delivery frequency.
The offer product you selected is subscription-only and cannot be sold as a one-time purchase. Shopify does not allow a second subscription on an order that already contains one, so the offer was skipped. Pick a non-subscription product as the offer product or use the Create new option in Step 4: Offer product to generate a placeholder.
  • Check that Show to all customers is not enabled. This overrides all other triggers.
  • Add a Product trigger matching your eligible subscription product.
  • Add a Subscription trigger set to Include.
  • Check funnel priority. A higher-priority funnel with broader triggers may be firing first.