Understanding Why Some SaaS Plans Don't Appear When Creating Subscriptions
Overview
If you're creating a subscription for a client but can't see all of your available SaaS plans, this is typically due to your agency using two different subscription systems simultaneously. This is expected behavior, not a system error.
How the Two Subscription Systems Work
Your CRM supports two distinct subscription management approaches:
Legacy System (External Payment Provider)
- Uses an external payment processor as the primary system of record
- Products, customers, and subscriptions are managed through the payment processor
- Client accounts are linked to customer records in the payment system
Agency-Based System
- Uses your agency's main account as the primary system of record
- Products, customers, and subscriptions are managed directly within the CRM
- Payment providers function only as transaction gateways
- Client accounts are linked to contacts within your agency
Why Some Plans Don't Appear
Each client account is associated with only one subscription system. The plans visible when creating a subscription depend entirely on which system the client is using:
- If the client uses the legacy system, only plans created in that system will appear
- If the client uses the agency-based system, only plans created in that system will appear
For example, if you create a new plan in the agency-based system but try to apply it to a client using the legacy system, that plan will not be available during subscription setup.
How to Resolve This Issue
Step 1: Identify the Client's Current System
Navigate to the client management section and access their SaaS settings. Look for the customer ID associated with the account:
- If the customer ID begins with 'cus_', the client is using the legacy system
- If the customer ID is a random string, the client is using the agency-based system
Step 2: Move the Client to the Correct System
Once you've identified which system the client is using, you can move them to match the system where your desired plans are located:
- Disable SaaS functionality for the client account
- Re-enable SaaS functionality, making sure to select the appropriate provider or agency account that matches your plan's system
Step 3: Apply the SaaS Plan
After moving the client to the correct system, the appropriate plans should now be visible when creating their subscription.
Best Practices
If you're actively using both subscription systems:
- Maintain consistency by using the same system for related clients
- Avoid mixing systems within the same workflow to prevent confusion
- Plan your system usage strategically to minimize the need for client migrations
If you continue to experience issues after following these steps, please contact our support team for additional assistance.