Managing a Customer's Subscription/Membership

You can do a few things with an existing customer's membership:

1. Cancel it (either immediately or what we always recommend, at the end of a billing period)
2. Pause it per billing period
3. Pause it immediately (read more about this here)
4. Unpause it
5. Switch a membership (either immediately or at the end of a billing period)

To manage a subscription including cancelling or switching

1. Login to your dashboard [companyname].codexfit.com
2. Open customers and find the customer then click the (eye) to view their account
3. Scroll to the bottom of their account to find bookings/credits/subscriptions
4. Click on subscriptions
5. Find the subscription you want to manage and click on manage
6. From here, select the subscription you want to manage
   • If you want to cancel it, we recommend cancelling at the end of the period. This means the customer can continue to use the membership until their next billing date (they won't be billed at their next billing date)
   • If you can also switch the membership - if so select switch, then choose the membership you want to switch it to. Then select from next billing period. This means the customer will get switched to that membership from their next billing date. You should avoid selecting to switch immediately but you can. Be aware if you select this, the customer will get that membership at the cost of the previous one unless you run a manual charge for the difference. 

To pause a membership there are two options you have (we recommend pausing per billing period)

1. Login to your dashboard [companyname].codexfit.com
2. Open customers and find the customer then click the (eye) to view their account
3. Scroll to the bottom of their account to find bookings/credits/subscriptions
4. Click on subscriptions
5. Find the subscription you want to manage and select action then pause
6. From here you can select to pause immediately or pause per billing period
   • Read more about pausing immediately here
   • We recommend pausing per billing period which means the customer can continue to use their membership until their next billing period. The pause will prevent their next payment and the membership will go on pause for the duration of a billing period. When their next billing period is due, the pause will be removed and the next payment taken. You can select which upcoming billing period you want to pause for, too, so you can schedule a pause further into the future. 
   • If you want to edit a billing period pause before it's started, just select to manage pausing and untick the billing period that was paused. This will stop the membership from pausing. 

To change a membership that is going to pause or already in a pause

Depending on whether you used per billing period pause or an immediate pause, what you need to do will vary:

If you used per billing period pause (i.e. paused for a full billing period) and the subscription is going to pause

You can tell if a subscription has a pause upcoming per billing period because it will look like below. 

To do this, find the subscription below in a customer's profile, click on the view icon. In the upper right hand corner select manage pauses in the dropdown. 

If you want to cancel a pause that is already in progress and per billing period pausing was used

In exceptional circumstances, you may want to cancel a pause that is already happening. Note, this will unpause a membership and we do not charge the customer. So you will need to run a manual charge otherwise they will be getting their membership without a cost. 

To do this, find the subscription, click on the view icon. In the upper right hand corner select unpause in the dropdown. You will need to agree to the override (i.e. you're about to unpause a subscription and no charge will be made to them). 

We will automatically add a note to the customer's account saying who unpaused this, too. 

If you used an immediate pause (i.e. paused for shorter than a billing period)

You can tell if a subscription was paused immediately because in the CodexFit dashboard on a customer account, it will say "no active subscriptions" and then link to the scheduled subscription that will start in the future. 

Click on the blue underlined link which will bring you to subscription which is scheduled to restart on a cetain day. 

In the upper right hand corner, select in the dropdown "Adjust scheduled subscription" - then select the new day it should start on and click submit. The paused subscription will now resume on the date selected.