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Pause / Resume Sub-Accounts

Agencies are now able to "pause" and "resume" SAAS sub-accounts. If you have a SAAS (Software as a Service) client and they fail to make payments, their account can be Paused (disabled). This means that they won't be able to access the services.

4 min read802 words14 explained imagesUpdated Wed, 11 Feb at 9:46 AM
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On this page
  1. How to Pause SAAS/Regular Sub-Account(s)
  2. Automatically (Works for SAAS Sub-Accounts only)
  3. Manually (works for both SAAS and Regular Sub-Accounts)
  4. What do my Client's admins & users see when their sub-account is paused?
  5. If you have a SaaS client with a failed subscription
  6. If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription
  7. Resuming Sub-Accounts
  8. What happens to a 'Paused' sub-accounts automation, calendars, messaging, etc.? Is everything paused?

Agencies can now "pause" and "resume" SAAS sub-accounts. If you have a SAAS (Software as a Service) client who fails to make payments, their Account can be Paused (disabled). 

This means that they won't be able to access the services or features of the software until the payment is made. The way for SAAS customers to resume their paused accounts is by paying their bills. For Regular clients, you need to resume their accounts manually.

Covered in this Article:

How to Pause SAAS/Regular Sub-Account(s)

Automatically (Works for SAAS Sub-Accounts only)

What is meant by a Subscription failure?

Manually (works for both SAAS and Regular Sub-Accounts)

What do my Client's admins & users see when their sub-account is paused?

If you have a SaaS client with a failed subscription

If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription

Resuming Sub-Accounts

FAQ

What happens to a 'Paused' sub-account's automation, calendars, messaging, etc.? Is everything paused?

How to Pause SAAS/Regular Sub-Account(s)

Please Note

This feature is only available for Agency Admins.

Automatically (Works for SAAS Sub-Accounts only)

Agencies can pause a sub-account automatically when a SaaS subscription is not paid up. 

When a SaaS client's subscription fails, the agency can choose to

  1. Pause their sub-account
  2. Leave it operational

This setting can be controlled in the Agency Sidebar> SAAS Configurator> Suspend Sub-Accounts when their SAAS subscription fails.

Automatically (Works for SAAS Sub-Accounts only) (image 1 of 14) What this shows This setting can be controlled in the Agency Sidebar> SAAS Configurator> Suspend Sub-Accounts when their SAAS subscription fails. What this shows Illustrates the "Automatically (Works for SAAS Sub-Accounts only)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Automatically (Works for SAAS Sub-Accounts only)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: This setting can be controlled in the Agency Sidebar> SAAS Configurator> Suspend Sub-Accounts when their SAAS subscription fails. The navigation path used here is Agency Sidebar > SAAS Configurator > Suspend Sub-Accounts. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: This setting will pause client sub-accounts when their SaaS subscription fails. Path: Agency Sidebar > SAAS Configurator > Suspend Sub-AccountsImage 1 of 14 Where to goThis setting can be controlled in the Agency Sidebar> SAAS Configurator> Suspend Sub-Accounts when their SAAS subscription fails.
Fields in this part of the guide Pause their sub-accountLeave it operational
Next stepThis setting will pause client sub-accounts when their SaaS subscription fails.
All 2 steps in this procedure
  1. Pause their sub-account
  2. Leave it operational

This setting will pause client sub-accounts when their SaaS subscription fails. 

What is meant by a Subscription failure?

A subscription is considered failed when your Client has not paid up, and the subscription status has been changed to canceled, past_due, or incomplete_expired or incomplete status in Stripe. To learn how Stripe subscription statuses work, please refer to this Stripe help article.

Manually (works for both SAAS and Regular Sub-Accounts)

You would need to head to the Sub-Accounts tab in the Agency Sidebar. Scroll to the sub-account that you want to pause. 

Either click on their name or go to the far right and click the three dots > Manage Client.

Manually (works for both SAAS and Regular Sub-Accounts) (image 2 of 14) What this shows Either click on their name or go to the far right and click the three dots > Manage Client. What this shows Illustrates the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Either click on their name or go to the far right and click the three dots > Manage Client. Immediately after, the guide continues: It will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed. Image 2 of 14 What to clickEither click on their name or go to the far right and click the three dots > Manage Client.
Buttons and menus referenced Sub-Accountsthree dots > Manage Client.Pause Sub Account
Next stepIt will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed.
Head to the Actions dropdown to the right > Pause Sub-Account


Manually (works for both SAAS and Regular Sub-Accounts) (image 3 of 14) What this shows Either click on their name or go to the far right and click the three dots > Manage Client. What this shows Illustrates the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Either click on their name or go to the far right and click the three dots > Manage Client. Immediately after, the guide continues: It will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed. Image 3 of 14 What to clickEither click on their name or go to the far right and click the three dots > Manage Client.
Buttons and menus referenced Sub-Accountsthree dots > Manage Client.Pause Sub Account
Next stepIt will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed.

It will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed.

Manually (works for both SAAS and Regular Sub-Accounts) (image 4 of 14) What this shows It will then ask you for confirmation. What this shows Illustrates the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: It will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed. Immediately after, the guide continues: Within a few seconds, the sub-account will be paused. A banner will be added in this window indicating that it has been paused. Image 4 of 14 What to clickIt will then ask you for confirmation. Mark the given Checkbox and Click on Pause Sub Account to proceed.
Buttons and menus referenced Sub-Accountsthree dots > Manage Client.Pause Sub Account
Next stepWithin a few seconds, the sub-account will be paused. A banner will be added in this window indicating that it has been paused:

Within a few seconds, the sub-account will be paused. A banner will be added in this window indicating that it has been paused:

Manually (works for both SAAS and Regular Sub-Accounts) (image 5 of 14) What this shows Within a few seconds, the sub-account will be paused. What this shows Illustrates the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Within a few seconds, the sub-account will be paused. A banner will be added in this window indicating that it has been paused. Immediately after, the guide continues: Being an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you would have no issues using the Account being the Agency Admin. Image 5 of 14 What this coversWithin a few seconds, the sub-account will be paused. A banner will be added in this window indicating that it has been paused:
Buttons and menus referenced Sub-Accountsthree dots > Manage Client.Pause Sub Account
Next stepBeing an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you would have no issues using the Account being the Agency Admin.

Being an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you would have no issues using the Account being the Agency Admin.

Manually (works for both SAAS and Regular Sub-Accounts) (image 6 of 14) What this shows Being an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you… What this shows Illustrates the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Manually (works for both SAAS and Regular Sub-Accounts)" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Being an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you would have no issues using the Account being the Agency Admin. Immediately after, the guide continues: When a Subaccount is paused, the Client Portal tied to that subaccount does not open. Image 6 of 14 What this coversBeing an Agency Admin, you would still be able to log in to that Account as usual, the banner would still be displayed there, but you would have no issues using the Account being the Agency Admin.
Buttons and menus referenced Sub-Accountsthree dots > Manage Client.Pause Sub Account
Next stepWhen a Subaccount is paused, the Client Portal tied to that subaccount does not open.
When the Client tries to access the sub-account, they will see one of two possible messages on their screen depending on whether they are a SAAS client (see below for more details).

What do my Client's admins & users see when their sub-account is paused?

When a Subaccount is paused, the Client Portal tied to that subaccount does not open.

After you resume the subaccount, Client Portal access returns without extra setup.

If you have a SaaS client with a failed subscription

Your Client will see a screen to reactivate their SaaS subscription.

1. Sub-account users cannot add or manage payment methods. They must contact a sub-account admin (or the agency) to complete billing updates.

If you have a SaaS client with a failed subscription (image 7 of 14) What this shows 1. What this shows Illustrates the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: 1. Sub-account users cannot add or manage payment methods. They must contact a sub-account admin (or the agency) to complete billing updates. Immediately after, the guide continues: 2. Sub-account admins can update the payment method if a payment method is required to continue. Image 7 of 14 What this covers1. Sub-account users cannot add or manage payment methods. They must contact a sub-account admin (or the agency) to complete billing updates.
Buttons and menus referenced usersadminadmins
Next step2. Sub-account admins can update the payment method if a payment method is required to continue.

2. Sub-account admins can update the payment method if a payment method is required to continue.

Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically.

If you have a SaaS client with a failed subscription (image 8 of 14) What this shows Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. What this shows Illustrates the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. Immediately after, the guide continues: Your Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page. Image 8 of 14 What this coversOnce they have reactivated their SaaS subscription, their sub-account will be resumed automatically.
Buttons and menus referenced usersadminadmins
Next stepYour Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page.
If you have a SaaS client with a failed subscription (image 9 of 14) What this shows Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. What this shows Illustrates the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. Immediately after, the guide continues: Your Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page. Image 9 of 14 What this coversOnce they have reactivated their SaaS subscription, their sub-account will be resumed automatically.
Buttons and menus referenced usersadminadmins
Next stepYour Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page.
If you have a SaaS client with a failed subscription (image 10 of 14) What this shows Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. What this shows Illustrates the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "If you have a SaaS client with a failed subscription" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Once they have reactivated their SaaS subscription, their sub-account will be resumed automatically. Immediately after, the guide continues: Your Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page. Image 10 of 14 What this coversOnce they have reactivated their SaaS subscription, their sub-account will be resumed automatically.
Buttons and menus referenced usersadminadmins
Next stepYour Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page.

If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription

Your Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page.

If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription (image 11 of 14) What this shows Your Client will see a screen to contact you (the agency) to resolve the situation. What this shows Illustrates the "If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Your Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page. Immediately after, the guide continues: As an agency admin, you may resume a sub-account at any given time by heading to Agency Sidebar> Sub-Accounts> Navigating to the Paused Account. Image 11 of 14 What this coversYour Client will see a screen to contact you (the agency) to resolve the situation. We will use your phone number & email from your agency> settings > Company page.
Buttons and menus referenced agency> settings > Company
Next stepAs an agency admin, you may resume a sub-account at any given time by heading to Agency Sidebar> Sub-Accounts> Navigating to the Paused Account.

Resuming Sub-Accounts

As an agency admin, you may resume a sub-account at any given time by heading to Agency Sidebar> Sub-Accounts> Navigating to the Paused Account. 

Then either click its name or the 3 Dots to the far right and then click on Manage Client:

Resuming Sub-Accounts (image 12 of 14) What this shows Then either click its name or the 3 Dots to the far right and then click on Manage Client: What this shows Illustrates the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Then either click its name or the 3 Dots to the far right and then click on Manage Client. Immediately after, the guide continues: Then go to the Actions dropdown and click on Resume Sub-account. Image 12 of 14 What to clickThen either click its name or the 3 Dots to the far right and then click on Manage Client:
Buttons and menus referenced to the Paused Account.3 Dots
Next stepThen go to the Actions dropdown and click on Resume Sub-account:


Then go to the Actions dropdown and click on Resume Sub-account:

Resuming Sub-Accounts (image 13 of 14) What this shows Then go to the Actions dropdown and click on Resume Sub-account: What this shows Illustrates the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: Then go to the Actions dropdown and click on Resume Sub-account. Immediately after, the guide continues: It will then ask you for Confirmation. Check the required box and then click on Resume Sub Account. Image 13 of 14 What to chooseThen go to the Actions dropdown and click on Resume Sub-account:
Buttons and menus referenced to the Paused Account.3 Dots
Next stepIt will then ask you for Confirmation. Check the required box and then click on Resume Sub Account:


It will then ask you for Confirmation. Check the required box and then click on Resume Sub Account:

Resuming Sub-Accounts (image 14 of 14) What this shows It will then ask you for Confirmation. What this shows Illustrates the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". This screenshot appears in the "Resuming Sub-Accounts" section of "Pause / Resume Sub-Accounts". The text alongside this image reads: It will then ask you for Confirmation. Check the required box and then click on Resume Sub Account. Immediately after, the guide continues: All the workflows in the sub-account will be drafted when a sub-account is paused. The clients might need to re-publish them after the account is resumed. Rest everything in the s ub-account will continue working as usual. The onlything…. Image 14 of 14 What to clickIt will then ask you for Confirmation. Check the required box and then click on Resume Sub Account:
Buttons and menus referenced to the Paused Account.3 Dots
Next stepAll the workflows in the sub-account will be drafted when a sub-account is paused. The clients might need to re-publish them after the account is resumed. Rest everything in the s ub-account will continue working as usual. The onlything that changes is customers will now be prompted to update their subscription or contact the agency on file. - If you have a SaaS client with a failed subscription - If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription

FAQ

What happens to a 'Paused' sub-accounts automation, calendars, messaging, etc.? Is everything paused?

Frequently asked questions

What do my Client's admins & users see when their sub-account is paused?
When a Subaccount is paused, the Client Portal tied to that subaccount does not open . After you resume the subaccount, Client Portal access returns without extra setup.
What happens to a 'Paused' sub-accounts automation, calendars, messaging, etc.? Is everything paused?
All the workflows in the sub-account will be drafted when a sub-account is paused. The clients might need to re-publish them after the account is resumed. Rest everything in the s ub-account will continue working as usual . The only thing that changes is customers will now be prompted to update their subscription or contact the agency on file. - If you have a SaaS client with a failed subscription - If you have a regular (non-SaaS) client or if your SaaS client doesn't have a failed subscription

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