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How To Manage Subscriptions On Your Membership Site

In an ideal world, when someone signs up for a subscription purchase, they simply receive recurring charges on their credit card to stay “active”.

However, there are a few situations where you might need some additional admin capabilities to manually pause, renew, cancel, or offer free “credits” for subscriptions.

How to Manage Subscription Purchases Manually

When a client emails in and requests a specific operation, an admin may perform a MANUAL action to satisfy the customer’s needs by going to: AccessAlly > Purchase Log.

Here, you can locate the correct subscription (via the Orders, Subscriptions, or Subscription Details tab, depending on which method of searching is easiest for you).

Once you’ve located the correct subscription, you can perform your admin option as needed.

Optional: Add Contextual Notes

When you click on any of the options (listed below), a popup will appear that allows you to record pertinent contextual notes. This can help your team to quickly review a user’s history.

screenshot of "notes" feature for subscription actions

Currently, the following admin options are available:

  • Revoke – where a user’s access to the site is revoked immediatelyand no future payments are charged.
  • Cancel – where a user’s access to the site is revoked at the end of the current billing cycle, and no future payments are charged.
  • Stop – where no future payments are charged, but no access is revoked.
  • Resume – where a subscription payment cycle that has been stopped (for whatever reason) is resumed as usual.
  • Charge outstanding payments – where any missed payments for a subscription are charged to the credit card on file.
  • Skip payments – where you can opt to skip a designated number of future recurring payments, then resume the current billing cycle.
  • Refund credit card – if you wish to refund a purchase, please see this tutorial.

Revoke Subscription Immediately

Learn more about this option here: Subscription Management: Revoke Subscription Immediately


Cancel Subscription


Learn more about this option here: Subscription Management: Cancel Subscription


Stop Subscription Immediately

Learn more about this option here: Subscription Management: Stop Subscription


Resume Subscription

Learn more about this option here: Subscription Management: Resume Subscription


Charge Outstanding Payments

Learn more about this option here: Subscription Management: Charge Outstanding Payments


Skip Payments

Screenshot of Add Credits / Skip Payments Screen

Learn more about this option here: Subscription Management: Skip Payments

Allow Clients to Self-Manage Subscriptions

If you’d like, you can create buttons that allow clients to perform certain actions themselves (like cancelling a subscription). Learn more about how to set that up in this tutorial: How to Allow Clients to Manage (and Cancel) Their Own Subscriptions

Optional: Automate Subscription Management with CRM Automations

You may create CRM automations for some of your subscription management needs, by using the designated trigger tags that you set up inside your subscription product.

Once configured, these automations will run whenever the corresponding trigger tag is added to the user by AccessAlly.

Please familiarize yourself with these tags by reading this tutorial: Subscription Product Tags and How They Work

Subscription Status Explained

Wondering what each of the subscription statuses mean? Here’s your guide!

Status Description Can revoke Can cancel
Success All payments are current & have been successfully processed. Yes Yes
(Started) (This doesn’t exist for Subscriptions, only one-time orders. It means clients entered their contact info, but did not complete the purchase process.)
Finished (1) For a finite recurring payment plan, Finished appears on the last day of the final billing period. Example: if the last payment was made on June 26th 2020, the final date or their billing cycle is on July 26th 2020. July 26th is when the subscriptions has officially Finished. (2) For an indefinitely recurring payment plan, it means the subscription was canceled either by admin or the client and AccessAlly has applied the revoke tag(s) after the last paid period.
Revoked The subscription has been revoked by admin and AccessAlly has applied the revoke tag(s).
Payment due AccessAlly failed to process the last scheduled payment. AccessAlly will make up to 3 attempts with one day in between. Yes
Failed to collect AccessAlly failed to process the last scheduled payment after 3 tries. AccessAlly will no longer make further attempts and the Payment Failed tag has been added. Yes
Canceled by Admin The Admin has canceled the subscription, but before the end of the pre-paid period (AccessAlly will add the revoke tags at the end of the current period, at which point the subscription will transition into the Finished state.) Yes
Canceled by Client The client has canceled the subscription, and AccessAlly will add the revoke tags at the end of the current period, at which point the subscription will transition into the Finished state. Yes
Error Something unexpected has happened (most common cause is a deleted CRM contact). Please consult AccessAlly technical support. Yes

When do payment retries and subscriptions take place?

  1. AccessAlly calculates time based on when the initial purchase was made. For example, if the client purchased at 10AM EST on June 16th, and their next payment is due on July 16th, the retry will happen on the 16th after 10AM EST.
  2. After the first condition is satisfied, the exact timing will be determined by when the “cron job” is run. AccessAlly has an hourly cron job, so in the previous example, the payment will be processed between 10AM EST and 11AM EST.
  3. Different servers might run cron differently. That is out of AccessAlly’s control and if the cron is not run on schedule, you can contact your website host and ask them to enable native / alternate cron (which is based on the server OS). The default WP cron is traffic-based, so a quiet site might not run cron as often.
Updated on July 27, 2020

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