How to Pause / Resume Subaccounts

Agencies now have the capability to "pause" and "resume" SAAS sub-accounts, ensuring effective subscription management. When a SAAS (Software as a Service) client faces payment issues, their account can be paused or disabled, thereby restricting their access to the software's services and features until payment is rectified. For regular clients, the process of resuming their accounts must be carried out manually.

This pausing and resuming can be done both manually and automatically, with the automatic pause feature exclusively available for SaaS sub-accounts.

Automatic Pause of Sub-Accounts:

Agencies can set up an automated process to pause sub-accounts when a SaaS subscription is not paid up. In the event of a failed payment, agencies can choose to either pause the sub-account or leave it operational. To configure this feature, follow these steps:

Access the agency view and navigate to the "SaaS Configurator" in the left menu.

Click on the "Advanced Settings" tab at the top.

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:

Begin by going to the "Sub-Accounts" tab in the agency sidebar.
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."
A confirmation prompt will appear. Mark the provided checkbox and click "Pause Sub-Account" to proceed.

Following these steps, the sub-account will be paused, and a banner confirming this action will appear. It's important to note that, as the agency admin, you will still have 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 Sub-Accounts:

As an agency admin, you have the authority to resume a paused sub-account at any time by following these steps:

Access the Agency Sidebar and go to "Sub-Accounts."
Locate the paused account and either click its name or select the three dots on the far right, then choose "Manage Client."
Access the "Actions" dropdown and select "Resume Sub-Account." Confirm by clicking the provided checkbox.

It's essential to note that 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.