Migration FAQs

1. What happens to the orders on the legacy platform after migration? Do we need to manually cancel them?

After migration, you’ll need to cancel your account on the legacy platform to avoid double billing. Uninstalling the legacy app soon after is recommended, as some platforms require this to cancel the service.

2. Will customers be notified of the migration? Will they need to do anything differently to manage their subscriptions?

The migration will be mostly transparent to your customers. They’ll receive future subscription notifications from Awtomic, and links to manage subscriptions will direct them to the Awtomic Customer Portal. Our intuitive, passwordless portal often leads to fewer customer support inquiries post-migration.

3. How do you block access to the previous platform? Is this our responsibility or yours?

If your previous platform was a Shopify app, we’ll handle access termination during migration. For non-Shopify platforms, our team will collaborate with yours to ensure access is blocked and a link to your Shopify store is in place.

4. Can you migrate build-a-box subscriptions?

Yes, we can migrate all types of subscriptions, including build-a-box with custom selections. We’ll work with your team to ensure everything is preserved during the migration to Awtomic Subscriptions.

5. How long will the migration take?

Migrations typically take 1-5 hours depending on complexity and the number of subscriptions. Migrations with over 30K subscriptions may take up to a day or two. In some cases, we may plan a multi-phase migration for optimal results.

6. What issues can we expect?

With proper preparation, issues are very rare. Occasionally, customers may find previously live links to the old platform, but we’ll ensure enough “Manage Subscription” links are updated to avoid problems.

7. When can we schedule the migration?

We’re available for migrations year-round. We request at least a week’s notice for preparation to ensure a smooth process. For urgent needs, we can accommodate quicker migrations.

8. Will I receive payouts from my legacy gateway or from Shopify?

If your legacy gateway was something like Stripe and was not Shopify Payments, charges will continue through your legacy gateway, but orders and charges will appear in Shopify as standard Shopify charges. You’ll receive payouts from your legacy gateway as long as the migrated subscriptions remain active and continue to renew.