Account & Billing
Can I switch between pricing plans? (on Subbly)
Setting up Stripe
Setting up PayPal
Setting up Braintree (or PayPal through Braintree)
Setting up Auth.net
Setting up Apple Pay & Google Pay?
Setting up a specific billing time
How to connect a domain to your website?
How do I set the currency for my store?
Country of trade setting
Enabling taxes and using tax calculator
How do I export taxes on Subbly?
Can I grant access to more users to my account? (Teams app)
Can I manage the email notifications I receive?
How do I put my Subbly store and website offline?
How do I cancel my trial?
How do I cancel my account?
Checkout & Payments
Setting up the checkouts and customer portal on custom domain
How can I test the checkout and customer login area?
Setting up your branding
How do I remove Subbly branding from the checkout?
How to translate the checkout and the customer portal?
How do I add Terms & Conditions to the checkout?
Do my customers need to register to make a purchase?
Checkout & cart widget behavior
Setting up cart widget
Which parameters are being passed to the checkout on Subbly?
How to enable 3DS confirmation step at checkout?
Setting up multicurrency
How to change the position of the currency symbol at the checkout?
Why are my checkouts not working?
Updating cart widget based on webpage actions
Logo maker app
Designer Tools: Overview
Designer Tools: Layout
Designer Tools: Typography
Designer Tools: UI Kit
Getting started with Dashboard and Apps
Site Settings App
Blank space element
Language Switcher Element
Image Slider element
Button/Product Button element
Sharing Buttons element
Custom HTML element
Region Switcher element
Articles and Article Categories element
Follow Us element
How to change the title for your website?
How to add a cookie consent banner to your Subbly site?
How to create a banner on the website builder?
How to submit your website to Google, Yandex, Bing or Yahoo?
How to embed Instagram feed to my website?
How to create anchor points on your website?
How to set up event tracking codes on your website?
Adding chatbot to your Subbly site
Adding visual effects to your website
Building a page from scratch with Subbly
How to add images and videos to your website?
How to add GIFs to your website?
Configuring SSL for your website
Desktop vs. Mobile versions of a website
Positioning of elements
Why my domain was labeled as HREFLANG?
How to add Trust Pilot reviews to your website?
How to build your own product layout?
Setting up Headers and Footers across pages
Managing visibility settings of Elements and Blocks
How to create a Blog?
How do customers leave a review for my products?
Getting Started with the Website Builder
Basics of the Edit Mode
How to publish the latest changes on your website?
Previewing your Subbly website
Adding and creating Blocks on your website
How to localize your website (create a multilingual website)?
Why do the products go to 404 page?
How to create product category filter (Website builder)
Product builder wizard
What are subscriptions?
How to create a subscription product?
Understanding cut-off dates
Implications of using Anchored + Incoherent
How to set subscriptions to auto-cancel?
Content feed (How to use Subbly as a paywall?)
How to set sequential subscriptions in Subbly?
How does the pre-order setting work?
How to set up pre-paid subscriptions?
Setting up commitment period for your products
Setting up trial period for subscription products
How to set up shipping methods for my store?
Setting up Mondial Relay
How gifting works?
How to use gift vouchers?
How to create one-time products?
Using one time products as bundles
How do I edit my product price and billing settings?
Can I set my subscriptions to auto-cancel themselves?
How to create "Subscribe & Save" offers on Subbly?
How to unpublish a product?
Setting up funnels
Surveys: Collecting Customer Data & Allowing Customizing of Subscription Price
Setting up surveys
How surveys appear at the checkout (multi-step vs single-step layout)
How do I change the order of my questions/steps and answers on the survey?
Deleting questions, answers or replacing surveys
Survey builder recipes (use cases)
How customers manage their subscription? (Customer portal)
Can I add customer's subscriptions manually?
Customer's Labels Explanation
How to switch the subscription product customer is subscribed to?
How to change renewal date for a customer?
How can I see my customers' preferences?
How to change the shipping address for a customer?
How customers change their password?
Can customers add products to their subscription?
How to process a refund for the customer?
How to reactivate customer's subscription
How does skipping/pausing work?
Handling customer email notifications through Subbly (Templated emails)
Account credit balance
How do I export my customer data from Subbly?
Why my customer wasn't charged?
How to cancel customer's subscription?
Timeline events FAQs
AI Author Bot (powered by AI)
Order Labels Explained
How to filter orders?
Can I create a test order?
How to create adhoc orders/charges?
How to add a tracking number for customer's order?
Why am I not seeing my orders?
Why my orders don't appear in my Shipstation admin?
Growth & Retention
How dunning tool works on Subbly?
Cancellation Offers (Cancellation Flow)
Payment Failure Email
Upcoming Renewal Email
Predictive churn (powered by AI)
Automations recipes (use cases)
Handling out of stock
Using cart abandonment tool
Setting up lead forms and converting leads
Setting up the referral tool on Subbly
How to setup affiliate tracking through Subbly?
Adding conversion tracking to the checkouts
Setting up Addons Upsell
Integrations & App Store
Setting up Chartmogul
How to use other shipping services with Subbly?
Setting up Facebook CAPI & Pixel
Setting up Google Tag Manager
Setting up Google Analytics
Setting up ManyChat integration
Setting up Taxjar
Setting up Facebook Login
Setting up Google Auth
Setting up Mailchimp integration
Setting up Drip
Setting up HotJar integration
Setting up Flodesk (through Zapier)
Setting up Zendesk integration
Setting up Pirate Ship integration
Setting up Shipstation integration
How does the ShipStation integration work?
Setting up Bablic
Setting up Zapier
Setting up Klaviyo
Setting up Twilio integration
Setting up Intercom integration
Setting up SendGrid
Setting up Postmark
How to edit checkout layout through Google Optimize?
Embed Subbly into external platform(s)
FAQ about Subbly
What countries is Subbly available in?
How do I get help? (How to contact support)
What payment gateways are supported on Subbly?
Stripe vs. Paypal: Which one to use?
How much traffic can the Subbly servers handle?
Pricing plans, pricing structure and applicable transaction fees on Subbly
How and when do we charge VAT?
Does Subbly offer refunds?
Can I use Subbly for POS sales?
How can I migrate my customers from Stripe?
How can I migrate my customers from PayPal?
Does Subbly integrate with any accounting platform?
How to transfer domain between sites on Subbly?
Why doesn't Subbly have a marketplace?
Why my checkout redirects to a different product?
What shipping integrations do you provide?
When do I get paid?
How to use tags?
How can I access my previous receipts/invoices?
How can I send emails to my customers?
Working with Subbly Experts
How to fix 'there is an update' error on your website?
Timeline section will help you determine key customer and admin events as updates, cancelations, etc. throughout the customer's lifetime.
Where do I find the timeline log?
There are two timelines that can be found at the main admin, customer timeline and subscription timeline.
Customer timeline will display all events linked to the customer account and can be found by accessing to your customer tab > select the customer, and you will see the timeline log under the notes section on the right side of the screen.
Subscription timeline will display all events linked only to the subscription and can be found by accessing your subscriptions tab > select the subscription, and you will see the timeline log under the billing address section on the right side of the screen.
What events can be tracked through the timeline?
There are various type of events that can be tracked through the timeline, which will be listed and briefly explained.
- Card_created - Added new payment method.
- Card_updated - Edited existing payment method.
- Charge_success - Payment processed.
- Charge_refund - Refunded payment.
- Charge_dispute - Charge dispute initiated.
- Charge_dispute_won - Charge dispute won by merchant.
- Charge_failure_api - Payment failed due to payment processor.
- Charge_failure - Payment failed due to any reason.
- Sca_confirmation_required - SCA confirmation required at checkout.
- Sca_confirmed - SCA confirmed at checkout.
- Balance_updated - Added credit balance to customer account.
- Cancellation_offer_accepted - Customer accepted an offer from cancellation tool.
- Customer_updated - Customer info updated.
- Customer_tagged - Use any new/existing tag on customer.
- Gift_card_issued - Issued gift voucher for the customer.
- Gift_card_updated - Gift voucher linked to customer updated.
- Gift_card_cancelled - Gift voucher linked to customer cancelled.
- Gift_card_expired - Gift voucher linked to customer expired.
- Gift_card_used - Gift voucher linked to customer used.
- Gift_card_redeemed - Gift voucher linked to customer redeemed.
- Coupon_redeemed - Coupon redeemed.
- Discount_created - Coupon discount rule created and added to subscription.
- Discount_deleted - Coupon discount deleted from subscription.
- Discount_applied - Coupon discount applied.
- Invoice_retry - Invoice attempt created on a pending invoice.
- Invoice_void - Updated status of an invoice to void.
- Invoice_paid - Payment successfully processed and invoice status updated to paid.
- Order_shipping_date_changed - Order shipping date updated.
- Order_mark_as_pending - Shipped order status updated as awaiting delivery.
- Order_shipping_item_added - Added a new shipping item to the order.
- Order_shipping_item_updated - Edited existing shipping item on an order.
- Order_shipping_item_deleted - Deleted existing shipping item on an order.
- Order_archived - Archived order.
- Order_cancelled - Order canceled.
- Order_shipped - Order marked as shipped.
- Order_updated - Any of the previous order events will log ‘order_updated’ first.
- Renewal_cancelled - Renewal cancelled due to out of stock.
- Renewal_out_of_stock - Linked inventory item out of stock.
- Subscription_reactivated - Subscription resumed after being cancelled.
- Subscription_cancelled - Subscription cancelled.
- Subscription_created - New subscription created.
- Subscription_skipped - Subscription set to skip.
- Subscription_paused - Subscription set to pause.
- Subscription_resumed - Subscription resumed after being paused/skip.
- Subscription_renewal_date_updated - Renewal date changed manually or automatically after renewal.
- Subscription_product_updated - Switched the product the customer is subscribed to.
- Subscription_updated - Any of the previous order events will log ‘subscription_updated’ first.
Explanations for Origin within timeline events' logs
For reference, you can find the Origin of the timeline log inside the pop-up you are being presented with after clicking on the timeline log in customer's profile. See screenshot below for clarity:
Origin specifies where the event was triggered from, helping you understand who/what caused the event to occur for that customer. Here are the meanings behind different origin codes within timeline events
- CLI - event was triggered by Subbly's software. This will include automations, and other product setup settings that are supposed to be triggered automatically.
- Account - event was triggered by a corresponding choice made within the customer portal, and it is likely that the customer was responsible for the event. If an admin logs into customer portal themselves and performs certain actions, those events will show origin as 'account' as well.
- Checkout - event was a result of the customer completing checkout
- Admin - event was triggered by making changes manually within the admin dashboard.
Got any questions? Let us know.