SaaS Mode

Agencies running SaaS Mode in HighLevel are vulnerable to unexpected costs and poor client experience when subaccounts cancel their subscriptions. Currently, there is no automated offboarding process, which leads to: Add-ons continuing to bill after SaaS is canceled Clients losing access to key services (like WordPress) without warning Agencies being charged for add-ons even when no payment method exists No safeguards, notifications, or scalable system to manage this at scale 🔥 Real-World Example A client canceled their SaaS plan, but: Their WordPress add-on remained active No payment method was on file (deleted during suspension) We, the agency, were billed for WordPress, Twilio, and other services The client didn’t realize they lost site access until it was too late There was no warning, no offboarding, and no automation — just surprise charges and confusion 🧠 Core Issues Add-ons continue billing separately after SaaS cancellation No offboarding flow to explain what happens next No notifications to the agency or client when: A card is removed Add-ons remain active Manual work is needed to cancel every add-on per subaccount Clients unaware of asset loss (WordPress site, domain, number, etc.) No archive or “maintenance” mode to pause access while preserving assets 💡 Suggested Improvements ✅ Build a Structured Offboarding Workflow: On SaaS cancellation, show: Current active add-ons (e.g. WordPress, Listings, Domains) Cost implications Options to retain or remove each Impact to business and assets if canceled Time/money already invested in setup Require double confirmation from the client that they understand the consequences ✅ Add Automation Options: Auto-pause or cancel add-ons if SaaS is canceled Create a “Keep Add-ons Only” downgrade plan Add a “Maintenance Mode” plan that suspends features but keeps the account archived Allow agencies to bulk manage add-ons or schedule them to expire ✅ Add Notifications: Alert agency when a subaccount: Cancels SaaS but keeps add-ons Removes payment method Has active services with no valid billing method ✅ Legal and Access Considerations: What happens to domains purchased inside a subaccount if the client cancels? If they lose access, how can they manage DNS, hosting, or SEO assets tied to GHL? This must be made transparent and legally clear for both client and agency 📣 Why This Matters One client slipping through the cracks can cost a few dollars — but at scale, this becomes thousands in monthly loss, plus client trust and brand damage. This isn’t just a bug; it’s a scalability risk. 🤝 Questions for the Community How are you handling offboarding today? Are you using automation to cancel add-ons? Do you inform clients about what they’ll lose? Would you use a “Maintenance Mode” plan for clients who cancel?

would be great to be able to customize the SASS accounts without JS or CSS

Pretty big new feature request, but having a workflow builder at the agency level that can connect with the agency sub account would be very helpful for managing subscriptions and account access.

Right now enabling re-billing and then going through and turning on each feature, setting the margin, and hitting save is a huge pain. Especially if we are creating multiple accounts every day. Can we set a Universal Margin at the sub account level so we don't have to do the tedious work?

We would like to see some options for optionally branding sub-accounts, such as the ability to override the agency logo in the top-left corner of HighLevel.Many of our clients don't mind having our branding but some of them would like to use their own logos so their team members don't have to know about how our company helps their business. HIGHLVL-I-1431

Would like to be able to configure SaaS products based upon the number of users, with equal feature configuration otherwise.For extra credit, it would be spectacular to have 2 types of users. One which counts toward the user limitation for billing purposes, and another which does not count toward the user limitation for billing purposes.Use case: pricing based upon the number of lawyers in a law firm using the SaaS, but allow non-lawyers (e.g. client support staff, administrators, front desk staff, etc.) to use the platform without counting toward the user limitation, since they are not directly contributing to client revenues that are used to establish the ROI of the SaaS, yet are valuable to operations and proper use of the SaaS. HIGHLVL-I-4097

Enable option to upload a favicon rather than using the 'logo' as it, as the dimensions are all wrong and it just looks all blurred

HIGHLVL-I-3692

Here are a few ideas for upgrades to the current SaaS mode:1. More than 3 SaaS plans (preferably unlimited).2. Have a way for SaaS users to change their plan or cancel in their billing settings and let us make our own description of what is included in each plan to show here in billing.2a. Give us the ability to control what SaaS plans they can switch to in the billing settings.2b. Let us create a required form for SaaS users to submit if they are trying to cancel that includes the ability to downgrade to a cheaper plan. 2c. Agencies should be able to choose if users have the ability to change plans or cancel in settings, it should not be a required feature.3. Let us "impersonate" any SaaS user and see the app as they see it.4. Give us the ability to turn off some features completely so that no SaaS plan has them.5. Let us create our own banner popups that show for SaaS users.6. Give us the ability to disable certain settings in the settings menu for SaaS plans if we don't need our users to be able to access them. Also, I'd love to be able to add custom menu items to the settings menu, not just the main menu.7. There needs to be a way to fully disable features that SaaS accounts lose access to. For example, if a user cancels their subscription or downgrades to a plan that doesn't have workflows, they will not be able to view workflows anymore but the workflows will still actually work. This is not okay.8. We need some sort of system for managing and sorting our sub accounts. Filtering by SaaS plan would be a good start. Also, would love the ability to be able to select multiple SaaS accounts and bulk edit them (like adding or removing feature permissions). HIGHLVL-I-5285

We want to customize ALL the emails known as "Default" or "Standard". ➕ Add a System Emails tab in the Agency Settings (or find a suitable placement). ➕ Add folders for every Category eg. "Invoice", "Estimates", "Communities", "Calendar", etc. ➕ Add the ability to edit every single "Default" and "Standard" email. This would be very helpful! Bonus: ➕ Let us create the system default emails with custom color values. ➕ Add a pallet under the Brand Board named "Default Email Colors". This would make it easy for each sub-account to brand the default system emails.