Pausing a subscription

This article will guide you through how to 'pause' a subscription within your dashboard.

Subscriptions can be edited on a customer by customer basis.

There are two ways to ‘pause’ a subscription: 

1. Edit the subscription amount to £0

2. Cancel the existing subscription and set up a new one

 

Edit the subscription amount to £0

By editing the amount to £0, no funds will be collected from the customer but the subscription remains active. When the customer’s payments need to start again you can log in to edit the amount.

1. Open the Customers tab on your dashboard

2. Click on the customer’s name

3. Click on the customer's subscription

4. Click Edit at the top of the page

5. Enter the new amount as £0

6. Click Update

 

The subscription timeline will update to show when the change will come into effect.

Please note: Any payments that are already pending collection cannot be changed.

7. When the customer’s payments need to start again you can log in and edit the subscription amount as outlined above.

Please note: Do not use this method if your subscription is set up to collect a specific number of payments. The subscription should be edited 4 working days before the next charge date to ensure the next payment is created for the new amount. Any payments that are already ‘pending collection’ cannot be changed and will be collected for the original amount.  You can only edit a subscription up to 10 times. At this point, the subscription will freeze.

 

Cancel the existing subscription and set up a new one

Cancelling the existing subscription does not cancel the customer’s Direct Debit mandate.

You can remove a customer from one subscription and add them to another subscription. The customer will not have to authorise the change (unless they have a restricted mandate) but they will receive an email notification of the change.

1. Open the Customers tab on your dashboard

2. Click on the customer’s name

3. Click the red X next to the subscription to cancel it

The customer will receive an automatic notification regarding this action.

4. Click Create

5. Select Subscription

6. Enter the payment details

7. Select Create

You will see that the customer has an active subscription. A record of the cancelled subscription will still be visible. Any processed or pending payments will be visible at the bottom of the page.

 

Please note: Use this method if your subscriptions is set up to collect a specific number of payments. The customer will receive an email notification when the original subscription is cancelled AND when the new subscription is set up.