Now agencies can have control over how they want to handle subscription failures from their SaaS clients. When a SaaS client's subscription fails they agency can choose to
- Pause their sub-account
- Leave it operational
This setting can be controlled here
If enabled, this setting will pause client sub-accounts when their SaaS subscription fails.
What is meant by a Subscription failure?
A subscription is considered failed when your client is not paid up and it has
cancelled
, past_due
or incomplete_expired
or incomplete
status in Stripe. To learn how Stripe subscription statuses work please refer to this Stripe help article - https://stripe.com/docs/billing/subscriptions/overview#subscription-statusesWhat does "pause" sub-account mean?
When a sub-account is paused location admins & users (sub-account admin & users) are unable to log into the sub-account whereas they agency admins & users continue to have access to the sub-account. Please refer to this release notes for full details - https://highlevel.canny.io/changelog/pause-resume-sub-accounts-christmas-is-here
Once my client's sub-account is paused, how can it be reactivated?
A paused sub-account can be reactivated if
- An agency admin manually clicks on Resume Sub-Accounton the manage client page
- The client reactivates their SaaS subscription by paying from the lockout screen
- The agency logs into stripe and manually sets the subscription status to activeby marking the pending invoice as paid ortrialingby adding trial days.