Agencies have the ability to pause and resume SaaS Sub-Accounts, providing greater control over subscription management. This feature is particularly useful when clients face payment issues, as it allows agencies to restrict access to services until payments are resolved. For regular clients, accounts must be manually resumed. Pausing and resuming can be done both manually and automatically, with the automatic option available exclusively for SaaS Sub-Accounts.
Automatic Pause of Sub-Accounts #
Agencies have the option to configure an automated process to pause Sub-Accounts when a SaaS subscription payment fails. To set this up:
Navigate to the SaaS Configurator option in the Agency menu. Click on the Advanced Settings tab, then toggle on Suspend Sub-Account when SaaS subscription fails.
Note: A subscription is considered failed when the client has not paid, and the subscription status is changed to “canceled,” “past_due,” “incomplete_expired,” or “incomplete” in Stripe.
Manual Pause of Sub-Accounts #
To manually pause a Sub-Account go to the Sub-Accounts tab in the agency sidebar. Search or scroll to the specific Sub-Account you wish to pause, and either click on their name or select the three dots on the far right, then choose Manage Client.
Access the Actions dropdown at the upper right corner and select Pause Sub-Account.
Confirm by checking the provided checkbox and clicking Pause Sub-Account to proceed.
Note: Once paused, a confirmation banner will appear. Agency admins will retain access to the account during this time.
What Clients See When Their Sub-Account Is Paused #
- SaaS Client with Failed Subscription: Clients with a failed subscription will see a modal prompting them to deactivate their subscription. They can also update their payment method. If they rectify the issue, the sub-account will be automatically resumed.
- Non-SaaS Client or SaaS Client with No Failed Subscription: Clients will see a message instructing them to contact the agency to resolve the situation. The agency’s contact information (phone number and email) from the agency settings will be provided for this purpose.
Resuming Paused Sub-Accounts #
As an agency admin, you have the authority to resume a paused sub-account at any time by following these steps:
Go to the Sub-Accounts tab in the agency sidebar. Locate the paused account and click on their name or the three dots on the right, then select Manage Client.
In the Actions dropdown, choose Resume Sub-Account.
A confirmation prompt will appear. Mark the provided checkbox and click Resume Sub-Account to proceed.
Note: While a sub-account is paused, all functions will continue to work as usual. The primary change is that customers will not be able to log in until they follow the on-screen instructions.
The ability to pause and resume SaaS Sub-Accounts offers agencies a powerful tool for managing subscriptions and addressing payment issues. Whether using automatic or manual options, this feature ensures easy account management while maintaining service integrity. By leveraging this feature, agencies can efficiently handle client accounts and maintain positive relationships.
Frequently Asked Questions #
Can I pause any Sub-Account, or only SaaS ones? #
You can manually pause both SaaS and regular Sub-Accounts. Automatic pausing on a failed payment is available exclusively for SaaS Sub-Accounts.
How do I set up automatic pausing? #
Go to the SaaS Configurator in the Agency menu, open the Advanced Settings tab, and toggle on Suspend Sub-Account when SaaS subscription fails.
What counts as a failed subscription? #
A subscription is considered failed when the client hasn’t paid and the Stripe status becomes canceled, past_due, incomplete_expired, or incomplete.
Do I lose access to a Sub-Account once it’s paused? #
No. Agency admins retain access to a paused account, and all functions continue to work. Only the client is prevented from logging in.
What does a client see when their account is paused? #
SaaS clients with a failed subscription see a modal to update payment or deactivate, while other clients see a message directing them to contact the agency using its listed contact details.
How do I resume a paused Sub-Account? #
Open the account via Manage Client, choose Resume Sub-Account in the Actions dropdown, check the confirmation box, and click Resume Sub-Account.
