Members manage everything they bought on one page, Billing: their subscriptions, their orders, their invoices and the details that go on them. Much of what would otherwise reach you as a support request, they can do there themselves.
Where members find it
The page is not in the member menu from the start. Add it under Settings > Navigation: click Add items, open the group System and choose Billing. The item is offered as soon as payments are switched on for your workspace. The menu itself is described in What your members see.
You can also link to the page directly at /user/billing. In a hub, the
elements Orders & invoices and Subscriptions show the same data with
the same actions, see Element types reference.
The page has four tabs: Subscriptions, Orders, Invoices and Billing details.
Subscriptions
The tab lists every subscription that is on trial, active, past due or paused, with its name, amount, interval and status: On trial, Active, Past due, Paused or Ending soon when a cancellation is scheduled. Below it, the member sees the date that matters next: when access ends after a cancellation, when a pause ends, when the trial ends or the next charge.
A payment plan shows Payment plan with the instalments paid so far and a progress bar.
Manage payment opens the Stripe customer portal, where the member changes the card or another payment method and then comes back to the page. PayPal subscriptions are managed in the member's own PayPal account, and the page says so when they click the button.
In the mobile app the subscriptions show no buttons. Members are asked to manage them in the web version.
Cancelling
Cancel subscription walks the member through three steps:
- Why are you cancelling?: the member picks a reason, for example Too expensive or Missing features I need. With Other they can add a few words under Tell us more (optional). Keep subscription closes the dialog.
- Before you go: your win-back offer, if you set one up. With a discount, the member sees what they save and keeps the subscription with one click. With a pause, Pause instead pauses it in place of cancelling. Without an offer, the step reminds them what they lose. I still want to cancel moves on.
- Confirm cancellation: At period end, which keeps access for what was already paid, or Immediately, which ends access now without a refund for the remaining days.
The discount is offered once per subscription, only for Stripe subscriptions, and only if the coupon is valid for the currency of the subscription. You set up both offers under Payments > Settings > Subscriptions > Win-back offer, see Payment settings.
Payment plans cannot be cancelled here. To remove the button for a product, switch off Allow self-service cancellation on its Billing tab under Cancellation. Members then cancel through the Stripe portal or by contacting you.
A cancelled PayPal subscription stops at PayPal right away, whichever option the member picks, and it cannot be resumed.
Pausing and resuming
Pause subscription lets the member take a break from their payments. Under How long? they choose the number of months, up to the maximum you allow, and see the date of the next payment. The dialog also says whether they keep access during the pause. When the pause ends, the subscription continues on its own. Resume now ends the pause earlier.
The button appears for active Stripe subscriptions billed monthly or more often, not for trials, past due subscriptions, payment plans or subscriptions set to cancel. The workspace defaults are under Payments > Settings > Subscriptions > Pausing, and each product can override them in its Pause box, see Creating a product.
If a cancellation is scheduled, Resume subscription takes it back and the subscription renews as before.
Orders
Orders lists the 100 most recent orders with their items, status, date, number and total. Physical orders also show the delivery address.
- Address: the member corrects the delivery address as long as the order is pending, paid or processing. Once it has shipped, they are asked to contact you. See Shipping physical orders.
- Pay now: appears on orders whose payment failed, expired or was cancelled. It opens the checkout again, so the member can pay with any method you offer. A banner at the top points to these orders.
Invoices and refunds
Invoices lists every invoice with its number, date, product and amount, and marks renewals. Refunds lists the credit notes for money paid back and marks partial refunds. Each row has a PDF button to download the document. Both lists show the 200 most recent entries.
Billing details
Under Billing details the member chooses the Customer type: Personal for a private person or Business, which adds Company name. Then they enter the address with Country, Address line 1, Address line 2, Postal code, City and State / Region, and click Save.
If the country has several kinds of tax ID, Tax ID type lets them choose one, and the tax ID itself is optional, except for Brazil when Stripe Tax is on. With Stripe Tax switched on, the address fields are required, because the tax rate depends on them.
The details are saved to the member's profile and filled in at their next checkout. Invoices that already exist keep the address they were issued with.