You can only access information from orders created in the last two years, and that same period is valid for customers through My Account.

You can identify and manage errors in subscription orders in the Admin, in Subscriptions > Dashboards > Subscription Orders.

There are two types of errors that can occur in subscription orders:

• Issues in subscription cycles
• Payment errors

Issues in subscription cycles indicate that an obstacle prevented a subscription order from being created, such as having an unavailable SKU in inventory.

The Cycles with an issue tab displays subscription orders with such problems, as illustrated in the image below.

In this tab, you can manage orders with issues in subscription cycles and retry placing orders manually. For example, when a product is unavailable, you can edit its inventory and then try to order it again.

To view cycles with issues and retry placing orders, follow the steps below:

1. In the Admin, go to the Subscriptions module.
2. Click on the Dashboards tab.
3. In the Subscription Orders section, click on Cycles with an issue.
4. Identify the order you want to correct and check the issue in the Issue column. For more information, see our issues table.
5. If necessary, correct the identified issue (example: edit inventory).
6. Then, go to Subscriptions > Dashboards > Subscription Orders > Cycles with an issue and click the button in the Retry column. If the retry option works, the order will be created in the Orders management module.

See in the table below possible issues in subscription cycles and their respective meanings.

Payment errors occur during the payment approval flow, such as having a credit card refused by the gateway.

You can view orders with this error on the Payment Error tab, as shown in the image below.

To analyze payment errors, follow the steps below:

1. In the Admin, go to the Subscriptions module.
2. Click on the Dashboards tab.
3. In the Subscription Orders section, click on the Payment Error tab.
4. Identify the order you want to analyze and click on its ID, as illustrated in the image below. You will be redirected to the order details page in the All Orders module.
   
5. Then, click on View transaction details under the Payment card. You will be redirected to the Transactions page in the Payments module.
6. On the Transactions page, you can view and analyze the order transaction events. Read the article Viewing the order's details in Payments for more information.

Orders with payment errors go through 5 automatic retries within a period of up to 12 hours, according to the payment gateway flow. You cannot retry placing orders manually to correct payment errors in the Admin.

Your store customers can edit their subscriptions and perform other actions on the My account page. This allows customers to solve payment errors by changing the payment method, even after automatic retries.

Learn more

• How to manage Subscriptions