Managing Client SaaS Subscriptions

Allowing Clients to Upgrade Their Plan

You can grant your SaaS clients the ability to upgrade their subscription plan directly from their account. This can be configured globally or for individual clients.

Global Setting

To apply this setting to all new and existing accounts created from your SaaS configuration, navigate to your agency's SaaS Configurator. Locate and check the option labeled Allow clients (sub-accounts) to upgrade to a higher plan, then save your changes.

Per-Client Setting

To enable this for a specific client only, go to Agency Sidebar > Sub-Accounts, find the client, and click on their name or the Manage Client option. Within their management view, scroll to the subscription details and check the box to Allow them to upgrade.

Client Experience

Once enabled, the client will find a Modify Subscription button in their Settings > Company Billing section. Clicking this allows them to select from the higher-tier plans you have configured. They can choose between monthly or annual billing for the new plan. After confirming and completing payment, their account will be ready for you to unlock the features associated with the upgraded plan.

Changing a Client's Plan from Your Agency

You can manually upgrade or downgrade a client's subscription by managing their plan in your Stripe account.

Finding the Stripe Customer

First, you need to locate the correct customer in Stripe. The most reliable method is to use an invoice ID from the client's billing history.

1. Go to the client's sub-account and navigate to Settings > Company Billing.
2. In the Billing History, click View for any invoice.
3. Copy the invoice number.
4. In your Stripe dashboard, search for this invoice number and open the invoice details.
5. On the invoice, click the customer email listed in the Billed to section. This will open the corresponding customer profile.

Updating the Subscription

Within the customer profile in Stripe:

1. Locate the subscription and click the pencil icon to edit it.
2. Remove the current price (plan) and add the price for the new plan you wish to assign.
3. Review the changes, adjust proration settings if desired, and click to update the subscription.
4. Return to your agency account, go to the Accounts tab, and view the details for this specific client's location. While the plan is now upgraded in Stripe, you must manually update the feature set accessible in the CRM to match the new plan.
5. Save the updated feature set for the location to complete the process.

Allowing Clients to Cancel Their Subscription

You can optionally permit clients to cancel their subscriptions themselves. This is disabled by default but can be enabled.

Global Setting

To allow all clients created from your SaaS configuration to cancel, go to your agency's SaaS Configurator. Check the option for Allow clients (sub-accounts) to cancel their subscriptions and save.

Per-Client Setting

To enable cancellation for one specific client, go to Agency Sidebar > Sub-Accounts, find the client, and click to manage them. Within their details, check the box for Allow client (sub-account) to cancel their subscription.

Client Cancellation Process

When enabled, the client will see a Modify Subscription button in Settings > Company Billing. Clicking this and selecting Cancel will present a confirmation pop-up. After confirming, their subscription will be canceled, and their account access will be restricted. They can reactivate their account later using a reactivate button presented on the login screen. If they encounter access issues, they can contact you using the agency email listed in their company settings.

Manually Canceling a SaaS-Enabled Sub-Account

To fully deactivate a client's account from your end, follow these steps.

Step 1: Reconcile SaaS Wallet Balance

If the client has any paid (non-complimentary) credits in their SaaS wallet, you must refund these in Stripe. To check the credit type, go to the client's Sub-Account Settings > Company Billing and view the Transaction History details.

Step 2: Disable SaaS on the Sub-Account

From your agency view, navigate to the client's sub-account details. Locate and disable the SaaS functionality for this account. This will prevent further billing and restrict access to SaaS features.

Step 3: Close Third-Party Service Sub-Accounts

For clients who are leaving your agency entirely, you should also close any associated sub-accounts you may have created for them with integrated services, such as telephony or email providers, to avoid lingering charges or security concerns.