> ## Documentation Index
> Fetch the complete documentation index at: https://docs.opensubs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When a subscriber asks for help

> Send a login link first, or fix it in admin while they wait. Cards and cancels follow their own rules.

OPENSUBS PLATFORM

2 min

Almost anything a subscriber writes in about is self-serve in their portal at `/a/account` on your storefront, so the fastest reply is a login link.

| | What gets done there |
| - | - |
| **Their portal** (send a login link) | Delay the next order, change its date or frequency, edit quantities, swap or add products, ship an order now, change addresses, add or switch cards, apply discount codes, cancel through your cancellation flow, reactivate. |
| **Your admin** ([do it yourself](https://docs.opensubs.com/platform-v2/run/edit-one-subscription.md)) | Everything in the portal row, plus a custom shipping price. Exceptions: cards (email only, below) and cancels (skips your cancellation flow). |
| **Gorgias** ([if you've set it up](https://docs.opensubs.com/platform-v2/run/set-up-gorgias.md)) | Cancel, pause, resume, reactivate, ship now, skip, change frequency, or move the next order date, from the ticket sidebar. A cancel here also skips your cancellation flow. |
| **Shopify admin** | Refunds, returns, and edits to a placed order. |

Anything switched off under **Customer portal features** (**Settings > Branding**) moves to the **Your admin** row.

**1. I can't log in**

* The portal has no passwords, only single-use codes and links, so the fix is a fresh link.
* Open **Subscribers**, open the person, and click **Magic Link**: **Copy login link** for your reply, **Email login link** to send it to them.
* It's single-use and expires in 60 minutes, so create it when you're ready to reply.

> [!TIP]
>
> **Checkpoint:** the link is in your reply or their inbox.

![The subscriber's page: the Magic Link menu open, with Copy login link and Email login link.](https://mintcdn.com/opensubs-docs/T6NpYT9MdOxqnOk5/images/platform-v2/run/08-magic-link.png?fit=max\&auto=format\&n=T6NpYT9MdOxqnOk5\&q=85\&s=5f186d0674179d43c0cab19b2d8abfb5)

> [!WARNING]
>
> **Login emails need a working email provider.** **Email login link** and the portal's emailed sign-in codes need a connected email provider (with Twilio, the code also goes by text when a phone is on file). If nothing lands, see [When emails don't arrive](https://docs.opensubs.com/platform-v2/run/when-emails-dont-arrive.md) and use **Copy login link** meanwhile.

**2. My card needs updating**

* Open the subscription (under **Subscriptions**) and click the pencil on the **Payment method** card; its one action is **Send payment update email**.
* Shopify sends the email and hosts the secure update page; card numbers never pass through you or the platform.

> [!TIP]
>
> **Checkpoint:** email sent.

**3. Anything else, one tap**

* Any request you've built a quick action for becomes a single-use link that does it in one tap: skip, delay, ship now, reactivate with a discount, update payment.
* On the subscription's page, click **Quick action link** and pick one; a link for this subscriber lands on your clipboard.
* Single-use, expires in 60 minutes.

> [!TIP]
>
> **Checkpoint:** the fix is in your reply.

![The subscription's title bar: the Quick action link menu creating a single-use link for this subscriber.](https://mintcdn.com/opensubs-docs/T6NpYT9MdOxqnOk5/images/platform-v2/run/09-quick-action-link.png?fit=max\&auto=format\&n=T6NpYT9MdOxqnOk5\&q=85\&s=269686913e1d29b1fa13e056df92a6af)

> [!NOTE]
>
> **The menu lists what you've built.** No **Quick action link** button means nothing is active yet; [Set up quick actions](https://docs.opensubs.com/platform-v2/run/set-up-quick-actions.md) takes ten minutes.

> [!TIP]
>
> **Some subscribers would rather text.** With Twilio connected, inbound texts handle `SKIP`, `PAUSE`, `RESUME`, `CANCEL` (the subscriber confirms first), and `MANAGE` or `HELP` for the menu with their portal link. Turn any of the four commands (not the menu) off under **Settings > Notifications > SMS replies**.


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