Pause and Resume Client Accounts

Overview

As an agency administrator, you can pause or resume client accounts within your CRM platform. This feature helps manage access for clients who may have payment issues or require temporary suspension of services.

Automatic Pausing for SaaS Accounts

For SaaS (Software as a Service) clients, you can configure the system to automatically pause their account if a subscription payment fails. This setting is available in the Agency Sidebar under SAAS Configurator, where you can enable "Suspend Sub-Accounts when their SAAS subscription fails." When enabled, the client’s account will be paused if their subscription status in your payment processor (such as Stripe) changes to canceled, past_due, incomplete_expired, or incomplete.

Manual Pausing for Any Account

You can manually pause any client account—SaaS or regular—by navigating to the Sub-Accounts tab in the Agency Sidebar. Find the account you wish to pause, click either the client name or the three-dot menu on the far right, and select "Manage Client." In the Actions dropdown, choose "Pause Sub-Account," confirm by checking the box, and click "Pause Sub Account." The account will be paused within seconds.

What Clients See When Their Account Is Paused

When an account is paused, clients lose access to their Client Portal. SaaS clients with a failed subscription will see a prompt to reactivate their subscription. Regular clients or SaaS clients without a payment failure will see a message instructing them to contact your agency using the phone number and email from your agency settings.

Resuming Accounts

To resume a paused account, go to the Sub-Accounts tab in the Agency Sidebar, locate the paused account, and click "Manage Client" via the client name or three-dot menu. In the Actions dropdown, select "Resume Sub-account," confirm by checking the box, and click "Resume Sub Account." SaaS accounts with reactivated subscriptions will resume automatically.

FAQ

What happens to automations and other features in a paused account?

Workflows are drafted when an account is paused and must be republished after resuming. Other features, such as calendars and messaging, continue to function normally. The primary change is that clients are prompted to address subscription or contact issues.

Can clients update payment methods while paused?

SaaS clients with a failed subscription cannot add or manage payment methods—they must contact an admin or your agency. Sub-account admins may update payment methods if required to reactivate.