Manage a Customer Subscription

What This Is

The Sub Accounts tab in Customer Billing is where an agency reviews and manages customer subscriptions after billing has been assigned. From one row, you can see the customer's plan, status, access date, and scheduled changes, then open the actions that apply to that subscription.

Customers can review their own subscription and request cancellation from Settings > Billing, but plan changes and customer-level billing controls stay with the agency.

When To Use It

Use this guide when you want to:

• Check which customers have paid, are in a trial, need checkout, or have a payment problem.
• Move a customer to a newer plan version.
• Cancel a subscription at the end of the paid period.
• Give an existing subscriber a 100% discount for a promised period.
• Refresh a subscription after a payment provider delay.
• Add billing again after a subscription has ended.
• Help a customer who cannot find their subscription or cancellation action.

Before You Start

• You must be an agency administrator, or have a role with the customer billing read permission.
• Sales actions, operations actions, and read-only access can be assigned separately. Read access alone lets you review the list but not change it.
• The SaaS Rebilling module must be enabled for the agency.
• For a plan change, at least one other published plan must exist.
• For a cancellation or plan change, the subscription must have a current billing period end.
• Decide the effective date before you confirm a change. Plan changes and cancellations take effect at the next renewal, not immediately.

Review the Subscription List

1. Select the settings icon in the header.
2. Open Settings > Customer Billing.
3. Select the Sub Accounts tab.
4. Review the table columns:

Column	What it shows
Sub-account	The customer workspace name and email.
Current plan	The plan name and version details, plus any attached coupon or scheduled discount.
Status	The subscription status, such as active, trialing, past due, unpaid, or canceled.
Access until	The free access date, earned access date, or current period end.
Scheduled change	A pending plan change or cancellation and its effective date.
Actions	The actions available for that subscription.

Use the search field to find a customer, plan, or status. The table can also show cards on smaller screens.

Change a Plan

1. Find the customer and open its Actions menu.
2. Select Change plan.
3. Choose the published plan version the customer should move to.
4. Review the Schedule plan change confirmation.
5. Confirm the change.
6. Refresh the row and check Scheduled change.

The change takes effect at the end of the current paid period. The customer keeps the current plan and price until that date.

Change plan can be unavailable when:

• A coupon is attached to the subscription.
• A change is already scheduled.
• A 100% discount schedule is being managed.
• The subscription has no current billing period end.
• No other published plan exists.
• The subscription is canceled or otherwise ended.

The action menu explains the reason when an action is unavailable.

Cancel at Period End

1. Find the customer and open its Actions menu.
2. Select Cancel at period end.
3. Review the Schedule cancellation confirmation. It shows the date through which access remains available.
4. Confirm the cancellation.
5. Refresh the row and check Scheduled change.

The customer keeps access through the current paid period. Cancellation applies at the end of that period, and no further recurring charge is made after it.

A cancellation confirmation dialog that is closed without confirming does not save a change.

Schedule a 100% Discount for an Existing Subscriber

This is different from assigning dated free access. The customer already has an active subscription, and you are making the next part of that subscription free.

1. Find an active customer subscription with no coupon and no scheduled change.
2. Open Actions and select Schedule 100% discount.
3. In Discount begins, choose one:
   • At next renewal
   • Immediately
4. In Discount ends, choose a future date and time in your local time.
5. Review the message that explains when the discount starts.
6. Select Schedule 100% discount.
7. Refresh the row and check Scheduled discount.

How the start choices differ:

Start choice	What happens
At next renewal	The current paid period stays unchanged. The discount starts when the next renewal begins.
Immediately	The discount starts when the payment provider confirms the request. Past payments are not refunded.

The discount end must be after the discount start and cannot be before the current paid access ends. Normal pricing resumes at the saved end time.

If the payment provider reports that the request needs review, Franmantra shows that state instead of confirming the discount. Refresh the billing list and review the subscription in Stripe before making another change.

Reconcile a Subscription

Use Reconcile when the screen and the payment provider may be out of step, such as after a checkout or a webhook delay.

1. Open the customer's Actions menu.
2. Select Reconcile.
3. Wait for the result.
4. Refresh the Customer Billing list.

A successful reconciliation refreshes the subscription status and dates from the payment provider. It does not change the plan, price, coupon, or cancellation terms.

If reconciliation shows an error, do not treat it as a successful verification. Refresh and try again, or review the subscription in the agency's Stripe account.

Add Billing Again After a Subscription Ends

A canceled or expired subscription can be replaced with a new billing assignment.

1. Find the customer whose subscription is canceled or expired.
2. Open Actions and select Add billing.
3. Choose a published plan.
4. Choose Require checkout now or 100% free access until a date.
5. Select Assign billing.
6. Ask the customer to complete checkout when checkout is required.

The customer's previous subscription remains in the billing history. The new assignment starts a new subscription relationship.

Edit or Review Free Access

1. Find a customer with checkout required or free access status.
2. Select Edit billing.
3. Review or change the plan, access mode, coupon, or free access end date.
4. Select Assign billing.
5. Refresh and reopen the row to confirm the saved values.

If free access has ended, the customer must complete checkout. Franmantra does not charge a card automatically when the free access date passes.

Handle a Failed Renewal

A renewal can fail after a customer has already paid for an earlier period. Franmantra shows the subscription as requiring payment attention and keeps access for a short recovery period.

1. Open Settings > Customer Billing > Sub Accounts.
2. Find the customer and review Status and Access until.
3. Ask the customer administrator to sign in. A banner says Your payment is overdue. CRM access continues until… and offers Review payment.
4. The customer selects Review payment, reviews the card details, and selects Recover payment.
5. After the payment is submitted, select Reconcile on the agency row.
6. Refresh the list and confirm that the subscription returned to a paid or trial state.

The recovery period is 7 days from the failed renewal. Access continues during that period. Refreshing the page or signing in again does not restart the 7-day window.

If the customer cannot manage billing, the banner asks them to contact the agency administrator. If the recovery period ends without a successful payment, ordinary paid CRM access is restricted. Billing recovery remains available to an authorized administrator so the customer can still resolve the payment.

Customer-Side Cancellation

A customer with an active subscription can request cancellation from Settings > Billing.

1. Open Settings > Billing.
2. Find the Customer subscription card.
3. Select Cancel subscription.
4. Review the Cancel customer subscription confirmation. It explains that access continues through the current billing period.
5. Select Schedule cancellation to confirm, or Keep subscription to stop.

After confirmation, the card shows the cancellation date. The customer keeps access until that date and is not charged again after it.

The customer cannot change the plan from this card. Ask the agency to schedule a plan change.

Result

The subscription list shows the updated status, access date, and scheduled change after you refresh.

• A plan change shows a scheduled effective date.
• A cancellation shows the date through which access remains.
• A 100% discount shows pending, scheduled, active, or ended status.
• A reconciled subscription shows the provider's current status and dates.
• A new billing assignment shows checkout required or free access.

Verification needed: Add current screenshots of the Sub Accounts actions menu, the Schedule 100% discount window, and the customer Customer subscription card after the final labels are confirmed.

Action Reference

Action	When it is available	What it does
Add billing	The workspace has no current subscription, or its subscription ended.	Assigns a published plan and access mode. Does not charge the customer.
Edit billing	The workspace is waiting for checkout or has free access.	Updates the assigned plan, coupon, or free access date before checkout.
Change plan	The subscription is active with a period end, has no coupon, and no change is pending.	Schedules a move to another published plan at the next renewal.
Cancel at period end	The subscription is not already scheduled to cancel.	Schedules cancellation at the end of the paid period.
Reconcile	A subscription exists.	Refreshes provider status and dates without changing terms.
Schedule 100% discount	The subscription is active and has no coupon or scheduled change.	Makes a future period free until the chosen end date.

Notes and Troubleshooting

• The change did not apply immediately: Plan changes and cancellations apply at the next renewal. This is expected.
• Change plan is unavailable: Check for an attached coupon, an existing scheduled change, a managed 100% discount, a missing period end, or no other published plan.
• The discount end date is rejected: Choose an end date after the discount start and after the current paid access ends.
• The coupon blocks a plan change: A plan change can be unavailable while a coupon or discount schedule is attached. Follow the explanation shown in the action menu instead of trying to bypass it.
• The customer sees a different plan: The customer is on the plan version assigned to its subscription. Schedule a plan change to move it.
• The status looks stale after checkout: Select Reconcile, then refresh.
• The customer cannot cancel: The subscription may already have a scheduled cancellation, or the customer's role may not allow billing management.
• The customer's payment failed: Access continues during the 7-day grace period. The customer should complete payment recovery before the grace period ends.
• A subscription was cancelled by mistake: Assign billing again and have the customer complete checkout. Previous payments are not refunded.

Related Guides

• Customer Billing overview
• Create a customer plan
• Assign customer billing
• Complete customer checkout
• Manage billing