Suspending Subscriptions
Suspension is an admin-initiated status for customers who are not paying. Unlike pausing (which is a voluntary hold the customer can request), suspension signals that service has been halted due to non-payment and notifies the customer via email.Suspended subscriptions are automatically reactivated when the overdue invoice is paid. No manual action required.
When to Use Suspension
Use suspension when a customer has overdue invoices and you want to:- Halt their service (e.g., disable their Google Workspace, hosting, or domain)
- Notify them that their subscription is on hold due to non-payment
- Track the status in PayRequest so your team knows what’s happening
- Auto-reactivate once they pay — no manual follow-up needed
Suspension vs. Pausing vs. Cancellation
| Action | Initiated by | Color | Billing | Auto-reactivate | Email sent |
|---|---|---|---|---|---|
| Pause | Customer or admin | Blue | Stops | On resume date | No |
| Suspend | Admin only | Orange | Stops | On invoice payment | Yes |
| Cancel | Customer or admin | Red | Stops permanently | No | No |
How to Suspend a Subscription
- Go to Subscriptions and click on the subscription you want to suspend
- In the Subscription Actions card on the right, click Suspend Subscription
- Optionally enter a reason (e.g., “Non-payment of invoice INV-2026-001”)
- Click Confirm Suspension
What Happens When You Suspend
When you suspend a subscription:- Status changes from Active to Suspended (orange)
- Suspended at timestamp is recorded
- Suspension reason is saved (if provided)
- Customer email is sent with details about the suspension and how to pay
- Activity log records the suspension
- Billing stops — the subscription won’t be billed while suspended
- Insights dashboard shows suspended subscriptions in the Action Required section
Suspended Subscription View
On the subscription detail page, you’ll see:- An orange “Suspended” badge in the header
- A warning callout showing when it was suspended and the reason
- Unsuspend and Cancel buttons in the actions card
- Suspended At and Suspension Reason in the dates section
Auto-Reactivation on Payment
When the customer pays their overdue invoice through Mollie (iDEAL, credit card, etc.):- PayRequest receives the payment webhook
- The subscription is automatically set back to Active
suspended_atandsuspension_reasonare cleared- An activity log entry records the auto-reactivation
- Billing resumes on the normal schedule
Manual Unsuspend
If you want to reactivate a suspended subscription manually (e.g., the customer paid via bank transfer):- Go to the subscription detail page
- Click Unsuspend Subscription
- The subscription returns to Active status immediately
Suspension Email
When a subscription is suspended, the customer receives an email with:- The subscription name and amount due
- A notice that their service has been suspended
- Instructions to pay the outstanding invoice to restore service
- Your business contact information
Email deduplication prevents the same suspension email from being sent multiple times within a short period.
Monitoring Suspended Subscriptions
Subscription Table
The subscription list has a dedicated Suspended tab (orange) showing all currently suspended subscriptions with a count badge.Insights Dashboard
The Action Required section on the Insights page shows suspended subscriptions as an amber alert item:- Shows the count of suspended subscriptions
- Subtitle: “Service halted, awaiting payment”
- Click to navigate directly to the suspended subscriptions tab
Status Transitions
Suspended subscriptions can transition to:- Active — via manual unsuspend or auto-reactivation on payment
- Canceled — if you decide to cancel instead of waiting for payment
- Active — the most common case
- Failed — when payment retries have been exhausted
Best Practices
Include Invoice Reference in Reason
Include Invoice Reference in Reason
When suspending, include the specific invoice number in the reason field (e.g., “Non-payment of INV-2026-042”). This makes it easy for your team to identify which invoice triggered the suspension.
Send Invoice Before Suspending
Send Invoice Before Suspending
Make sure the customer has received their invoice and payment reminders before suspending. The suspension email tells them to pay, but they need to know where to pay.
Use with Debt Collection
Use with Debt Collection
For long-overdue accounts, consider opening a debt collection case alongside the suspension. This gives you a structured escalation process while the service is suspended.
Check Insights Dashboard Regularly
Check Insights Dashboard Regularly
The Action Required section shows suspended subscriptions. Review these weekly to follow up with customers or decide whether to cancel.
FAQs
Can the customer unsuspend their own subscription?
Can the customer unsuspend their own subscription?
No. Suspension is admin-only. The customer can only resolve it by paying the overdue invoice, which triggers automatic reactivation.
Will the customer still be billed while suspended?
Will the customer still be billed while suspended?
No. Suspended subscriptions are excluded from billing. Billing resumes only after reactivation.
What if I want to suspend multiple subscriptions for the same customer?
What if I want to suspend multiple subscriptions for the same customer?
You’ll need to suspend each subscription individually from its detail page.
Is the suspension email customizable?
Is the suspension email customizable?
Yes. Go to Settings > Email Templates and edit the “Subscription Suspended” template to match your tone and branding.
Does suspending affect the customer portal?
Does suspending affect the customer portal?
The subscription will show as “Suspended” in the customer’s portal view, but they can still access the portal and pay invoices.