Subscription option not available on the website

[tikvah_farms]

I've created the Subscription plan and added that plan to an item.  However, on the website, there is no purchasing option appearing for the customer to create a subscription based purchase.  I've talked with Square support representatives a few times now, and they have not been able to help me, which I find very odd.

[Sammie_C]

Hi @tikvah_farms, thank you for your post. Welcome to the Square Community! We are here to help.

Could you clarify what item you are trying to add a Subscription plan to? 

Please let me know and I can take a look.

[tikvah_farms]

Hi @Sammie_C , I added it to our Broccoli item, just to test it for now.

[Sammie_C]

Thank you for that, @tikvah_farms. A couple things, is the Subscription option popping up on any of your other items, or just not on certain items?

The other thing, is would you be able to troubleshoot these few steps, please?:

1. Go to Account & Settings > My Business > Locations. Is the location type Mobile?

• If so, change it to Physical.

2. From Account & Settings > My Business > Locations, does every location have business hours, an email, and a phone number?

• If not, please complete all fields with valid info.

3. From Account & Settings > My Business > Locations, copy each location address into this Address Validation Tool.

4. Go to Online > Settings > General. Is the Store Information completely filled in?

• If not, please complete all fields with valid info.

5. Go to Items > Item Library. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

6. Go to Items > Categories. Are there two or more items with the same name?

• If so, delete or rename all duplicate items.

Double-checking these few steps can help with any Square Online issues. Let me know if you notice any changes!

[tikvah_farms]

Hi @Sammie_C thanks for your response.

I've only tried with this one item, to test it out first.

I've reviewed everything you noted and updated as needed.

I'm still not seeing a subscription option when ordering online though.

[Sammie_C · Accepted solution]

Thank you for giving that a try, @tikvah_farms! 

I escalated this over to our eCommerce team and they said they did a few things on their side and your issue should be resolved. I just took a look at your Broccoli item and the Subscription option is there.

Please let me know if it works on your side, and if not, I can take another look!

[tikvah_farms]

Very cool! 🙂

Thanks @Sammie_C 

It looks good for Broccoli.  I'll try some other items now as well and report back.

Any chance, do you know what they did to fix it?

Thanks again,

Ron @tikvah_farms 

[tikvah_farms]

Ok, tested this further, and there's still an issue.  When I click "start subscription", the checkout screen flashes up, goes away, and then the "your cart is empty" page displays.  I never get to check out nor enter any details related to the subscription.  Surely that can't be right.

[Sammie_C]

I am glad to hear the first issue is resolved! In regard to your question about what our eCommerce team did, I believe they re-synced your site on their side, @tikvah_farms.

I just checked in with our eCommerce team again about this new issue you mentioned and they said they were able to test your broccoli item on their side and it allowed them to get to checkout without any issues. 

Could you please run through these troubleshooting steps?

- Check for a strong internet connection

- Clear browser cache and cookies

- Try a different Browser, such as Chrome, Firefox, or Safari

- Ensure that your web browser is up-to-date

- Log out and log back in

- Restart your device

Please run through these steps and try the checkout process again and see if that resolves it for you. If you continue to have issues, or if this gets this resolved, please let me know!

[tikvah_farms]

I tried from my phone and it worked fine.

Leading to one other issue, if I may.

I did not get a notification to my email, nor business email, of the subscription that I created as a test.

Also, for over a month now, we have not been receiving email notification of customer orders that are created online, though the business email is setup in Square.

Thanks,

Ron @tikvah_farms 

[Sammie_C]

Glad to hear it worked on your phone, @tikvah_farms!

Do you normally get a notification when a subscription is created? I would think that you may only get a notification when you receive a subscription order.

Have you been receiving your customer orders through other outlets, or is it just not over email?

[tikvah_farms]

Per my test, as the customer, I did not receive notification.  Also, part of the subscription is also creating the first order.   Credit card details are collected and charged.  There should be notification to the customer and to the business email that an order was created.

Also, for regular customer orders created through the website, an email should be sent to us, the business, so we are aware of the order.  That's not happening right now.

Thanks,

Ron @tikvah_farms 

[tikvah_farms]

@Sammie_C can you be of assistance regarding my issue not receiving order emails, nor notification of the subscription, to the business nor the customer.

Thanks,

Ron

[Sammie_C]

Yes, I can, @tikvah_farms! Apologies for the slow response.

My first thought is have you double-checked that the correct email address is connected to your Square account?