> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Subscriptions

> Create, manage, pause, cancel, and modify recurring subscriptions in the HoopAI Platform.

The Subscriptions section gives you a complete view of every active and historical recurring billing relationship in your account. You can create new subscriptions, adjust billing amounts, pause or cancel existing ones, and monitor subscription health — all without leaving the platform.

Navigate to **Payments → Subscriptions** to get started.

<Frame caption="The Subscriptions dashboard showing recurring billing status for all customers">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/wwsLp7XUMAI9CtMc/images/payments-subscriptions-overview-1.png?fit=max&auto=format&n=wwsLp7XUMAI9CtMc&q=85&s=36f5467a615cd30c050cc9782c1eacd3" alt="Subscriptions dashboard" width="1575" height="645" data-path="images/payments-subscriptions-overview-1.png" />
</Frame>

<Note>
  Subscriptions require Stripe Connect to be active on your account. Connect Stripe at **Payments → Payment Integrations**.
</Note>

## Subscriptions overview

The subscriptions dashboard lists all recurring billing relationships with key details:

| Column            | Description                                                              |
| ----------------- | ------------------------------------------------------------------------ |
| **Provider**      | The payment gateway processing this subscription                         |
| **Customer name** | The subscriber's name and contact link                                   |
| **Source**        | The funnel or website where the subscription was created                 |
| **Created**       | Date and time the subscription started                                   |
| **Amount**        | Recurring charge amount                                                  |
| **Status**        | Trial, Active, Overdue, Unpaid, Canceled, Failed, Incomplete, or Expired |

### Dashboard filters

* **Date range** — filter by a calendar period using "from" and "to" dates
* **Search** — find a subscription by customer name
* **Filters** — filter by status, payment mode (live or test), or source type
* **Download** — click the download icon to export your subscription list to your email as a CSV

***

***

## Creating a subscription

<Frame caption="Creating a new subscription — selecting a contact and recurring product">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/wwsLp7XUMAI9CtMc/images/payments-subscriptions-create-1.png?fit=max&auto=format&n=wwsLp7XUMAI9CtMc&q=85&s=405674661beb0a75bab403347246fa88" alt="Create subscription" width="1586" height="240" data-path="images/payments-subscriptions-create-1.png" />
</Frame>

<Steps>
  <Step title="Create a recurring product">
    First, ensure you have a recurring product set up in **Payments → Products**. Set the billing interval (monthly, annual, etc.) and price.
  </Step>

  <Step title="Start a new subscription">
    Go to **Payments → Subscriptions** and click **+ New Subscription**.
  </Step>

  <Step title="Select the contact">
    Search for and select the contact who will be subscribed.
  </Step>

  <Step title="Choose the product">
    Select the recurring product from your catalog.
  </Step>

  <Step title="Set the payment method">
    Choose from the contact's saved cards or enter a new card number.
  </Step>

  <Step title="Set the start date">
    Choose when billing begins — immediately, or on a future date.
  </Step>

  <Step title="Add a trial period (optional)">
    Toggle on a trial period and enter the number of days. The first charge will not occur until the trial ends.
  </Step>

  <Step title="Save">
    Click **Create subscription**. The customer is charged on the first billing date and then automatically on each subsequent interval.
  </Step>
</Steps>

***

***

## Cancelling vs. pausing a subscription

Both options stop future charges, but they work differently:

|                     | Cancel                                | Pause                             |
| ------------------- | ------------------------------------- | --------------------------------- |
| **What happens**    | Ends the subscription permanently     | Temporarily suspends billing      |
| **Customer access** | Depends on your cancellation settings | Maintained during the pause       |
| **Reactivation**    | Requires creating a new subscription  | Resume with a click               |
| **Best for**        | Customer churn, end of service        | Temporary leave, billing disputes |

### Cancelling a subscription

<Steps>
  <Step title="Find the subscription">
    Go to **Payments → Subscriptions** and locate the subscription.
  </Step>

  <Step title="Cancel">
    Click the three-dot menu and select **Cancel**. Choose whether to cancel immediately or at the end of the current billing period.
  </Step>

  <Step title="Confirm">
    The subscription status changes to **Cancelled**. No further charges are made.
  </Step>
</Steps>

### Pausing a subscription

<Steps>
  <Step title="Find the subscription">
    Go to **Payments → Subscriptions** and locate the subscription.
  </Step>

  <Step title="Pause">
    Click the three-dot menu and select **Pause**. Set a resume date or leave it open-ended.
  </Step>

  <Step title="Resume">
    When ready to restart billing, open the subscription and click **Resume**. Billing picks up from where it left off.
  </Step>
</Steps>

***

***

## Viewing subscription details

Click the three-dot menu next to any subscription and select **View Subscription** to open the full detail page. This page shows:

<Frame caption="Subscription detail page showing billing history, payment method, and product breakdown">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/wwsLp7XUMAI9CtMc/images/payments-subscriptions-create-2.png?fit=max&auto=format&n=wwsLp7XUMAI9CtMc&q=85&s=dfc31c1fec5d64101a753702355e69b1" alt="Subscription details" width="1136" height="741" data-path="images/payments-subscriptions-create-2.png" />
</Frame>

1. **Subscription ID** — unique identifier
2. **Created** — the subscription start date and time
3. **Total amount** — recurring charge
4. **Payment history** — total payments made, upcoming payment dates, and billing start date
5. **Payment provider** — provider name, ID, and account ID
6. **Payment details** — connected card and expiry date
7. **Customer information** — name and email (click the URL arrow to open the contact card)
8. **Source** — internal order ID, source type, funnel or website name, step ID, and page ID
9. **Products** — all subscribed products with price, quantity, and billing frequency
10. **Transactions** — a history of all charges with provider ID, date, amount, and status
11. **Invoices** — any invoices generated for this subscription

### Subscription actions

From the **Actions** menu within the subscription details page:

| Action                        | Description                                      |
| ----------------------------- | ------------------------------------------------ |
| **Update trial period**       | Extend the trial if the customer needs more time |
| **Pause subscription**        | Temporarily stop billing without cancelling      |
| **Resume subscription**       | Restart a paused subscription                    |
| **Cancel subscription**       | End future billing permanently                   |
| **Update subscription**       | Change the end date or add/remove products       |
| **Share payment update link** | Let the customer update their payment method     |

***

***

## Modifying an existing subscription

<Steps>
  <Step title="Open Update Subscription">
    Click the three-dot menu next to the subscription (or use the Actions menu in the detail view) and select **Update Subscription**.
  </Step>

  <Step title="Modify the end date">
    Adjust the **End Date** to change when billing stops.
  </Step>

  <Step title="Add or remove products">
    Click the plus icon to add a new product, or the trash icon to remove one. All products in a subscription must share the same billing frequency and currency.
  </Step>

  <Step title="Update quantities">
    Overwrite the quantity field to adjust the count for any item.
  </Step>

  <Step title="Save">
    Click **Update Subscription** in the upper-right corner. All changes are logged in the Subscription Details page for auditing.
  </Step>
</Steps>

<Note>
  Changes only affect future billing cycles. Past transactions remain unchanged. Only subscriptions with Active, Scheduled, or Trialing status can be modified.
</Note>

***

***

## Sharing a payment update link

When a customer's payment method has expired or needs to be updated, send them a secure link to update their card without cancelling the subscription.

<Steps>
  <Step title="Open Share Payment Update Link">
    Click the three-dot menu next to the subscription and select **Share Payment Update Link**.
  </Step>

  <Step title="Send automatically via email">
    Click **Send email** to automatically send a temporary link to the customer's email address.
  </Step>

  <Step title="Or copy and share manually">
    Click **Copy** to copy the link and send it through any channel (SMS, chat, email).
  </Step>

  <Step title="Deactivate old links if needed">
    Click the deactivate option to invalidate any previously shared links for this subscription.
  </Step>
</Steps>

***

***

## Refunding a subscription charge

Subscription charge refunds are handled through **Payments → Transactions**, not from the Subscriptions tab directly.

<Steps>
  <Step title="Find the charge in Transactions">
    Go to **Payments → Transactions** and search for the customer name or filter by date to locate the specific subscription charge to refund.
  </Step>

  <Step title="Open the refund dialog">
    Click the three-dot menu on the transaction and select **Refund**.
  </Step>

  <Step title="Choose full or partial refund">
    Leave the amount as-is for a full refund, or edit it for a partial refund.
  </Step>

  <Step title="Add a note and confirm">
    Optionally add an internal note explaining the reason for the refund, then click **Confirm**. The refund is processed through Stripe immediately.
  </Step>
</Steps>

<Note>
  Refunding a subscription charge does not automatically cancel the subscription. Cancel the subscription separately from the Subscriptions tab if you do not want future charges to occur.
</Note>

***

***

## Subscription coupon codes

Apply a coupon to give a subscriber a discounted rate — either for a fixed number of billing cycles, a set duration, or permanently.

See [Coupons](/payments/coupons) for instructions on creating subscription-compatible coupon codes.

***

***

## Subscription settings

Global subscription behavior is configured at **Payments → Payment Settings → Subscription Settings**, including:

* Failed payment retry logic and intervals
* What happens to customer access when payment fails
* Cancellation behavior (immediate vs. end of period)

***

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can a customer manage their own subscription?">
    Customers can update their payment method and cancel their subscription through the customer portal (if enabled). Configure the portal at **Sites → Client Portal**.
  </Accordion>

  <Accordion title="What happens when a subscription payment fails?">
    The system retries the charge according to your retry settings. Both the customer and account user are notified by email. If all retries fail, the subscription status changes to **Past due**.
  </Accordion>

  <Accordion title="Can I offer a free trial on a subscription?">
    Yes. When creating a subscription or recurring product, enable the trial period and set the number of days. The first charge is deferred until the trial ends.
  </Accordion>

  <Accordion title="Can I upgrade or downgrade a customer's plan?">
    Yes. Use the **Modify subscription** option to change the product and price. Stripe handles proration automatically if you change mid-cycle.
  </Accordion>

  <Accordion title="Can I apply a discount after a subscription is already active?">
    Yes. Open the subscription, click **Edit**, and apply a coupon code to adjust the billing amount going forward.
  </Accordion>

  <Accordion title="How do I refund a subscription payment?">
    Go to **Payments → Transactions**, find the specific charge, click the three-dot menu, and select **Refund**. You can issue a full or partial refund. Note that refunding does not automatically cancel the subscription — cancel it separately if needed.
  </Accordion>

  <Accordion title="What subscription statuses are possible?">
    Subscriptions can be in one of these states: **Trial** (within a free trial period), **Active** (billing normally), **Overdue** (payment attempted but failed, still retrying), **Unpaid** (all retries exhausted, billing suspended), **Canceled** (ended permanently), **Failed** (initial payment failed), **Incomplete** (requires customer action to complete setup), or **Expired** (reached its end date).
  </Accordion>

  <Accordion title="Can I set an end date for a subscription?">
    Yes. Use **Update Subscription** and set an **End Date**. The subscription will automatically stop billing on that date without requiring manual cancellation.
  </Accordion>
</AccordionGroup>