Agencies now have the option to pause or resume SaaS sub-accounts, offering improved control over subscription management. This functionality is particularly useful when dealing with payment failures, as it allows agencies to restrict a client’s access to services until the issue is resolved. While the process can be automated for SaaS accounts, manual intervention is required for standard clients. Below is a guide on how to manage both manual and automatic pausing and resuming of sub-accounts. Automatic Pausing of SaaS Sub-Accounts For SaaS sub-accounts, agencies can automate the pausing of accounts if a subscription payment fails. This ensures that clients without an active payment are unable to access the system. Here’s how to enable automatic pausing: 1. Access the SaaS Configurator: From the agency view, navigate to the SaaS Configurator found in the left-hand menu. 2. Go to Advanced Settings: Once in the SaaS Configurator, click on the Advanced Settings tab at the top of the screen. 3. Failed Payment Triggers: When a subscription fails—defined by Stripe as having a status of "canceled," "past_due," "incomplete_expired," or "incomplete"—the account will be automatically paused, unless you choose to keep it active. Manually Pausing a Sub-Account In addition to the automated process, agencies can manually pause any sub-account at their discretion. Here are the steps for manually pausing an account: 1. Navigate to Sub-Accounts: In the agency view, go to the Sub-Accounts section from the left-hand sidebar. 2. Find the Account: Search for the account you wish to pause. Either click on the account’s name or click on the three dots to the right and choose Manage Client. 3. Pause the Account: In the Actions dropdown menu (located in the upper-right corner), select Pause Sub-Account. 4. Confirm the Pause: A confirmation window will appear. Check the provided box and click Pause Sub-Account to finalize the action. A banner will confirm the account has been paused. Note: Even while the sub-account is paused, the agency admin will still have full access to the account. What Happens When a Sub-Account is Paused? The experience of a client with a paused account depends on whether they are a SaaS client or a regular client: SaaS Client with Failed Payment: These clients will see a message prompting them to update their payment method. Once they correct the issue, the system will automatically resume their account access. Non-SaaS Client or SaaS Clients with Active Subscriptions: These clients will be instructed to contact the agency directly to resolve the pause. The agency’s contact information, such as phone and email, will be displayed from the agency settings. Resuming a Sub-Account Pausing isn’t permanent, and you can resume any paused sub-account when needed. To do so: Access Sub-Accounts: From the agency sidebar, go back to the Sub-Accounts section. Locate the Paused Account: Find the paused sub-account by either clicking its name or selecting the three dots to the right and choosing Manage Client. Resume the Account: In the Actions dropdown, select Resume Sub-Account. A confirmation window will appear—check the box and confirm to resume the account. During the paused period, most of the account’s functionality will remain intact. However, clients will not be able to log in until they follow the prompts on their screen. By following this process, agencies can effectively manage sub-accounts, ensuring that clients with payment issues are appropriately restricted from accessing the platform until their payments are up to date. This feature provides flexibility in handling client subscriptions while maintaining control over access to the software.