Use case: You want to decide whether clients can pause or cancel their own subscriptions from the portal, for example so that cancellations go through your team first. You and your admins can always pause, resume and cancel a client's subscription yourselves.
How to let clients pause their subscription
Go to Settings > Modules and extensions > Billing and open the Subscriptions tab.
Turn on Allow clients to pause. Turn it off to hide the Pause option from clients.
Under Pause duration, choose Indefinitely (no limit) or Limited to a number of days, weeks or months. With a limit, clients must pick a resume date within that period.
Save your changes.
How to stop clients from cancelling
Go to Settings > Modules and extensions > Users.
In the Clients section, under Billing, turn off Cancel subscriptions, then save.
Optional: go to Settings > Modules and extensions > Billing > Subscriptions and fill in the Cancellation blocked message (Title and Message). Clients see it when they click Cancel, instead of the cancellation form. Leave it empty to show the default message.
Only portal admins can change the client permissions in Users. Portal admins and admins can change the Billing settings.
How to pause a client's subscription (admin)
Go to Users > Clients, open the Organizations tab and select the client's organization.
On the Services and subscriptions tab, hover over the subscription card, click the three dots and select Pause.
Choose Pause indefinitely or Pause until a custom date and pick the date.
Tick Accept new requests if the client should still be able to submit requests while paused. Clients don't see this option when they pause.
Click Pause.
The card then shows when payments resume. To end the pause early, open the same menu and select Resume.
How clients pause their subscription
When Allow clients to pause is on, clients can do this themselves:
Go to Settings > Profile and account and open the Subscription tab.
Hover over the subscription card, click the three dots and select Pause.
If you set a limit, the client picks a resume date under Pause duration within that limit. Without a limit, they choose Pause indefinitely or Pause until a custom date. Then they click Pause.
Clients resume the same way, with Resume.
Frequently asked questions
What happens when a subscription is paused?
Payments stop until the subscription resumes.
The client can't submit new requests for that service, unless an admin ticked Accept new requests.
All requests, files and messages stay in the portal. The client can still open and comment on existing requests.
You get an email saying when the subscription resumes and whether new requests are allowed.
When is my client billed again after resuming?
The days left in the billing period when the subscription was paused are added back when it resumes. For example, if a monthly plan renews on April 30 and the client pauses from April 5 to April 15, the next charge is on May 10.
Why can't my client see the Pause option?
Check that Allow clients to pause is on. Pause is also hidden on a subscription that is already set to cancel.
Can I pause a subscription I created manually?
Yes. Admins can pause both Stripe and manual subscriptions.