Subscriptions

Subscriptions represent ongoing billing relationships between customers and merchants. This guide explains how to view and understand subscriptions in the Support App.

What Are Subscriptions?

A subscription is an agreement where a customer pays a merchant on a recurring basis. Subscriptions:

• Link a customer to a billing plan
• Automatically generate invoices on a schedule
• Track the history of recurring payments
• Can be paused, canceled, or modified

Accessing Subscriptions

1. Click Subscriptions in the sidebar under the Pay section
2. The subscriptions list displays all subscriptions in the system

Understanding the Subscriptions Grid

Subscription Statuses

Viewing Subscription Details

Click on any subscription to view complete details:

Subscription Information

Customer Information

Plan Information

Billing History

View all invoices generated for this subscription, including:

• Invoice dates
• Amounts
• Payment status

Filtering Subscriptions

By Status

1. Click the Status column filter
2. Select one or more statuses:
   • Active
   • Paused
   • Canceled
   • Past Due
   • Trial
3. Click Apply

By Merchant

1. Click the Merchant column filter
2. Select or search for a merchant
3. Click Apply

By Customer

1. Click the Customer column filter
2. Enter the customer email
3. Click Apply

By Date Range

1. Click the Created column filter
2. Select a date range
3. Click Apply

Common Tasks

Finding a Customer's Subscriptions

1. Go to the Subscriptions list
2. Filter by customer email
3. Review all subscriptions for that customer

Or:

1. Go to the Customers section
2. Find the customer
3. View their subscription information

Checking Subscription Health

Look for subscriptions with these statuses that may need attention:

• Past Due — Payment has not been received
• Paused — May need follow-up with customer

Investigating Failed Payments

1. Find the subscription
2. View the billing history
3. Click on the most recent invoice
4. Check the associated payment status

Understanding Billing Cycles

Subscriptions bill based on their frequency:

The Next Bill Date shows when the next invoice will be generated.

Subscription Lifecycle

A typical subscription flows through these stages:

Created → Trial (optional) → Active → Canceled/Expired
                              ↓
                           Paused → Resumed → Active
                              ↓
                           Past Due → Active (if paid)
                                   → Canceled (if not paid)

Permissions

Related Topics

• Invoices — View invoices generated by subscriptions
• Plans — View plans that subscriptions are based on
• Customers — View customer subscription information
• Payments — View payments made for subscriptions