[Advisors] How to Pause, Resume & Extend Paused Subscriptions

Important: The ability to pause a subscription may be disabled by your Home Office. If you don't have the option to pause a subscription, please contact your Home Office if you require an update to your client's subscription.

Pausing Subscriptions

To temporarily pause an active subscription so that it stops billing a client for one or more billing periods, we recommend using the Pause function!

Subscriptions can be paused for a time period you designate, and they will automatically resume once the pause period ends. Additionally, if circumstances change, you can manually resume a paused subscription at any time or extend the pause if required.

Tip: A subscription can be paused anytime during the billing cycle and will take place immediately. As long as the charge has not yet been initiated, the pause will prevent billing on an upcoming invoice. If a pause is made on the invoice's bill date and the charge has already been initiated, the pause will take affect for the next invoice. You can verify whether an invoice is already processing or has been paid by visiting View Subscription > Payments. If you see a Processing or Paid status, that invoice has been charged to the client. To prevent the next invoice from billing, we recommend pausing at least one (1) day prior to its bill date! 👍

1. To get started, find the client's subscription you wish to pause and select Pause Subscription from its drop down menu:

2. At this step you'll be able to pause for a number of periods you want to skip, or pause indefinitely.

When selecting to pause for a number of billing periods, we'll let you know on the screen when payments will resume. (Note that the date is always based on the original bill date and cannot be adjusted.) When selecting pause indefinitely it will show that as the due date on the invoice or subscription page!

3. Click Pause Subscription. Your client will be notified via email that their subscription has been paused.When viewing the subscription overview, you'll see the status change from Active to Paused. You'll also be able to see the updated next bill date (and end date, if applicable or paused indefinitely).

If your subscription had an End Date, pausing the subscription will push out that date as well. For example, when a monthly subscription next set to bill on 10/09 and end on 11/09 is paused for 1 payment, it will adjust so that when billing is resumed, it will bill on 11/09 and end on 12/09 instead.

Tip: Find all of your Paused subscriptions by using the filter on the Subscriptions screen. When paused indefinitely, that is also what will show for a subscriptions next bill dates on exports.

Extending Paused Subscriptions

We understand that there can be circumstances where an extension of an already paused subscription is required for you and your client.

No worries! Paused subscriptions can be extended for a time period you designate or indefinitely, and they will automatically resume once the pause period ends or is resumed.

To extend a paused subscription:

1. To get started, find the client's subscription you wish to pause and select Extend Pause from its drop down menu:

2. ESelect pause for a number of periods or pause indefinitely

We'll let you know on the screen when payments will resume! (This date is always based on the original bill date and cannot be adjusted.)

3. Click Extend Pause. Your client will be notified via email that their subscription pause has been extended.When viewing the subscription overview, you'll be able to see the updated next bill date (and end date, if applicable or paused indefinitely).

Resuming Subscriptions

Want to resume a subscription earlier than scheduled? No problem!

Select Resume Subscription from the drop down menu:

Manually resumed subscriptions will not "back bill" for skipped payments or charge the client immediately for the current billing period; they will only bill on the next bill date displayed when you confirm resume as shown in the modal:

Your client will be notified via email when a subscription is manually or automatically resumed.

Those subscriptions with an end date will have those periods pushed out to capture all payment billing periods.

Frequently Asked Questions

Is there a place where I can track pause/resume activity on subscriptions in the event I need to show it to a regulator or compliance officer?

You bet! All activity related to pausing and resuming subscriptions is recorded in your Audit Log -- and searchable under the Audit filter. You will also find pause/resume activity viewable in the log at the bottom of each subscription's overview page.