Managing Active Subscriptions

Last modified June 2, 2017

Active subscription instances purchased by your customers can be modified, canceled or even uncanceled via the Dashboard or via the /subscriptions endpoint of the FastSpring API. This article describes how to manage subscription instances via the Dashboard.

If you need to change the notification and cancellation settings for nearly all active subscription instances for a given product, en masse, please see  Changing Subscription Notification and Cancellation Settings.


Accessing Active Subscription Instances

To access an active subscription instance, first select the Activity menu in the Dashboard. The Events tab will be selected by default.

Activity menu with the Events tab selected by deafault 

Example of the Events tab 

Note

If the subscription you want to access is already shown in the list of recent events, you can click  Subscription to access the subscription record directly.

Use the Search Orders and Subscriptions field to enter search criteria for the order that created the subscription (or any billing transaction on the subscription). For example, you can search using the customer's last name or email address, or the order reference for an order associated with the subscription. In the search results, click Completed for the order that created the subscription.
 

Example of the search results with the order status button called out

Then, locate the Items section of the order's detail page and click View Subscription under the specific subscription you want to manage.
 

Example of the Items section of an order record

The subscription's detail page will load and display a variety of information and options for managing the subscription.


Example of the Subscription detail page

If the subscription has a manual renewal policy - meaning the customer's payment information has not been stored for the subscription - that will be indicated below the billing terms on the subscription's details, as illustrated in the following example:

Example of a subscription with a manual renewal policy



Modifying an Active Subscription Instance

To modify the products, pricing, discounts, billing dates, or coupons for an existing subscription, click EDIT.  The subscription Edit page will load.

Note

If you only want to modify the timing of the payment reminders, overdue reminders or subscription cancellation, please jump to the Modifying reminder and cancellation settings section of this article.


Example of the EDIT command


Example of the subscription Edit page

Now, make the desired changes to the subscription.  For example, if you want to modify the quantity of the subscription, you can change the Quantity field, and then click .

A subscription edit review page will load, showing you a comparison of the subscription's settings before your edit and after your edit. Items that have changed will be shaded in red in the Subscription Now section and shaded in green in the Subscription After Changes section. To continue the example, notice that changing the Quantity also changes what the Next Billing Amount will be.
 

Example of the subscription Edit review page

Click CONFIRM to confirm the change, or click CANCEL to cancel the changes (not the subscription).

If the edit you have made will result in a new total price, the new price will take effect upon the Next Billing Date.  However, upon confirming the edit, you will be given the option to generate a prorated charge for the remainder of the current subscription period.
 

Example of the PRORATE option

If you click PRORATE, FastSpring will automatically generate a refund for the prorated, unused portion of the original subscription payment, and will automatically generate a new charge to the customer's payment method for the prorated value of the remaining subscription duration based on the updated total price. However, if the subscription is currently in its free trial period (as in the example above), you will not be to generate prorated refunds and charges since there has not been an actual charge yet.

For more details on prorated adjustments, please see Prorating when Upgrading or Downgrading Subscriptions.


Modifying Reminder and Cancellation Settings

If you need to change the timing of payment reminders, overdue reminders, or subscription cancellation for an existing subscription, you can click any enabled event in the Notification and Cancellation section of the subscription's details to modify that event.

Note

If the subscription is currently in a free trial period, this section may be named simply Notification.

Example of the Notification and Cancellation section of an active subscription

For example, if you wanted to change the Overdue Notification setting for the subscription above so that a total of two notifications would be sent rather than one, you could click anywhere on the Overdue Notification line:

Example of the Notification and Cancellation section of an active subscription

...change the total from 1 to 2:

Example of the Notification and Cancellation section of an active subscription

...and then click SAVE.

Example of the Notification and Cancellation section of an active subscription


Canceling and Uncanceling Subscriptions

Tutorial Video

Check out our tutorial video on canceling subscriptions via the Dashboard:   How to Cancel a Customer's Subscription.

To cancel a subscription, simply click the CANCEL command.


Example of a subscription with the CANCEL command highlighted

You will be prompted to select whether the subscription will remain active for the remainder of the current, paid period, or will be deactivated immediately.


Example of the deactivation options

Select the desired option and then click CONFIRM.
 

Example of the confirmation that the subscription has been uncanceled

If you need to uncancel a subscription that has been canceled but has not yet been deactivated, simply click the UN-CANCEL command, and the subscription will be uncanceled (that is, it will resume normal scheduled charges).


Example of a canceled subscription with the UN-CANCEL command highlighted

Note

If a subscription has been deactivated (either by immediate deactivation or by reaching its next period date following cancellation), it cannot be uncanceled, and the customer will have to place a new subscription order instead.


Updating Pricing of All Subscription Instances for a Given Product

If you need to update the pricing of multiple subscription instances en masse, resulting in future charges having a different price, you must use the /subscriptions endpoint of the FastSpring API.

Warning

Do not use the FastSpring API to change the price of subscription instances without first enabling Payment Reminders for the subscription product.

As an example, suppose you change the price of a subscription product, and you want to charge the new price for all future billings of that subscription product, including for customers who had subscribed prior to the price change.

You would start by using the /orders endpoint to retrieve all orders for a given subscription-based product by product path (e.g. GET /orders?products=product1).  In the API response, record the "subscription" ID for each instance.  Then, use the /subscriptions endpoint to update each of the subscription IDs with the new price.