SaaS Mode Frequently Asked Questions
Billing and Wallet
How do I remove the last payment card?
If only one card is saved on a sub-account’s billing page, you cannot delete it directly. You can either remove the card via Stripe (if you have access to the customer record) or, for SaaS V2 setups, manage cards at the agency level.
Why do card updates affect multiple sub-accounts?
This occurs when several sub-accounts are linked to the same Stripe customer. To resolve this, assign unique Stripe customers to each sub-account by disabling SaaS mode for the sub-account and then re-enabling it using a share link or an SMS/email invitation.
Why can’t a client enter payment details?
Clients might encounter errors like “No such customer” or issues with payment confirmation. This can happen if the Stripe customer was deleted, the Stripe account was modified, or the sub-account was moved between agencies. Disabling and re-enabling SaaS mode typically recreates the necessary mapping.
Why can’t clients in India add payment methods?
Due to regulations from the Reserve Bank of India, a billing address is mandatory. Add the billing address in the Stripe dashboard to allow payment details to be saved.
Why do automatic recharges fail?
Auto-recharge does not work with cards that only support 3D Secure authentication. Use a card that supports 3DS but isn’t restricted to it, or switch to manual recharging.
What occurs when SaaS mode is turned off?
Subscriptions are canceled, and the wallet balance is permanently erased. The agency must manage refunds manually. After disabling, the agency receives the remaining wallet balance via email and can issue refunds or add credits manually.
Welcome Email
Why aren’t custom values showing in the welcome email?
Custom values must be set up in the SaaS Configurator under Advanced Settings. Editing them directly in sub-accounts is not supported.
What is the default subject line for the welcome email?
The default subject is “Activate your account.”
Why is the default email sent instead of my customized version?
This happens if your custom template is missing from the “[Do Not Edit] SaaS Configurator Templates” section. Contact support to reset the agency welcome email.
Who gets the welcome email?
All new users created within a sub-account receive it.
How do I correct the welcome email being sent for the wrong sub-account?
Request a reset of the agency welcome email through support.
Sub-Accounts and Subscriptions
Why are duplicate sub-accounts being created?
Purchases made through Stripe, funnels, or sales links automatically generate new sub-accounts. To prevent duplicates, use the manage client page for existing accounts.
Why aren’t sub-accounts created via funnels?
Verify that the product is tagged as an Agency Plan. Note that test mode purchases do not create sub-accounts.
How do I transfer a subscription between sub-accounts?
Ensure both sub-accounts use the same Stripe customer. Disable SaaS (without canceling the subscription) on the source account, then reload the target account—the subscription should attach automatically.
Why can’t I upgrade a plan?
The sub-account might already be on the highest available plan in its category.
Why can’t I switch between monthly and annual billing for SaaS V2?
SaaS V2 does not support changing billing intervals on existing subscriptions. You can switch between monthly plans or between annual plans, but not between monthly and annual. This restriction is in place to prevent billing errors and applies only to SaaS V2; SaaS V1 allows interval changes through Stripe.
How do I move SaaS accounts to another agency?
Disable SaaS for all sub-accounts, transfer the sub-accounts, and handle any wallet balances manually.
SaaS Configurator and Plans
Why do I see “Invalid price currency”?
This error appears when the price currency doesn’t match the category currency. Update the price in the SaaS Configurator and then adjust the currency in Stripe. Note that you cannot change the currency if there are active sale links or subscriptions.
How do I disconnect Stripe Connect?
You cannot disconnect Stripe if active SaaS billing relies on it. Go to Agency Settings → Stripe Connect, identify any blocked sub-accounts, disable SaaS for them, and then attempt to disconnect.
Why can’t I disconnect Stripe due to active clients?
SaaS mode is still enabled on sub-accounts using that Stripe account. Disable SaaS for all relevant sub-accounts first.
Why can’t I see SaaS V1 or V2 plans?
Plan visibility depends on the option chosen during SaaS setup: selecting Stripe shows SaaS V1, while choosing Agency Sub-account shows SaaS V2. Disable and re-enable SaaS with the correct option to adjust.
What distinguishes SaaS V1 from SaaS V2?
SaaS V1 uses Stripe only and is configured at the agency level. SaaS V2 supports multiple payment methods and offers more granular control at the sub-account level.
Security and Verification
Why is two-factor authentication required even if it’s turned off?
This may be due to platform-wide security policies or specific sub-account settings that enforce 2FA regardless of individual preferences.
Why isn’t rebilling enabled or moved?
Rebilling may not be activated due to incomplete setup, pending verifications, or restrictions based on the subscription type or agency settings.
Why does a sub-account show “Manual Verification Pending”?
This status indicates that the sub-account requires review and approval by the platform’s support or verification team before it can become fully active.
Why is a sub-account “Paused due to pending approval”?
The sub-account has been temporarily suspended while awaiting necessary approvals or compliance checks.
Dashboard and Visibility
Why is the Agency Dashboard not visible?
This could be due to permission settings, user role restrictions, or because SaaS mode hasn’t been properly configured or enabled for the agency.