Subscription Management
Monitor, manage, and troubleshoot all active subscriptions across your storefronts from the Azotte Portal. This guide covers how to view subscription status, handle lifecycle changes, resolve payment issues, and track subscription health.
Accessing Subscription Management
From the portal sidebar, navigate to Subscriptions to see all subscriptions across your organization.
Screenshot: Subscription Management landing page with subscription list
Subscription Dashboard
The dashboard provides a high-level view of your subscription health.
Screenshot: Subscription dashboard with summary metrics and status breakdown
Key Metrics
| Metric | What It Tells You |
|---|---|
| Total Active | Number of currently active subscriptions |
| New This Month | Subscriptions created in the current month |
| Churned This Month | Subscriptions cancelled or expired this month |
| Net Growth | New minus churned (positive = growth) |
| Trial Conversions | Percentage of trials that converted to paid |
| MRR | Total monthly recurring revenue from all subscriptions |
Subscription List
Searching & Filtering
| Filter | Options |
|---|---|
| Status | Active, Trial, Grace, Suspended, Cancelled, Expired |
| Bundle/Plan | Filter by specific subscription plan |
| Storefront | Filter by acquisition channel |
| Renewal Date | Find subscriptions renewing within a date range |
| Payment Status | Healthy, Failed, Retrying |
List Columns
| Column | Description |
|---|---|
| Customer | Customer name and email |
| Plan | Bundle/plan name |
| Status | Current subscription state |
| Started | Subscription start date |
| Renews | Next renewal date |
| Amount | Recurring charge amount |
| Storefront | Where the subscription originated |
Screenshot: Subscription list with filters, sorting, and status indicators
Understanding Subscription States
Subscriptions move through well-defined states:
| State | Meaning | Customer Impact |
|---|---|---|
| Trial | Customer is in a free trial period | Full access, no charges |
| Active | Subscription is current, payments are successful | Full access, regular billing |
| Grace | A payment has failed; retries are in progress | Access continues during grace period |
| Suspended | All payment retries exhausted | Access revoked until payment resolves |
| Cancelled | Terminated by the customer or system | Access until end of current billing period |
| Expired | Fixed-term subscription has reached its end date | No access |
Screenshot: Subscription state indicators in the portal list view
Subscription Detail View
Click on any subscription to see its full details.
Screenshot: Subscription detail page with all sections
Overview Tab
- Customer information
- Plan details and entitlements
- Billing amount, currency, and interval
- Next renewal date
- Payment method on file
Billing History Tab
| Column | Description |
|---|---|
| Date | Billing date |
| Amount | Charge amount |
| Status | Paid, Failed, Refunded, Pending |
| Invoice | Link to download the invoice |
| Payment Method | Card or method used |
Screenshot: Subscription billing history tab
Entitlements Tab
View which entitlements are active for this subscription:
- Feature access flags
- Usage quotas (current usage vs. limit)
- Service tier level
Screenshot: Subscription entitlements tab showing active features and usage
Activity Tab
Chronological log of all subscription events:
- State changes
- Plan modifications
- Payment events
- Entitlement changes
Subscription Actions
Plan Changes
| Action | Description |
|---|---|
| Upgrade | Move to a higher-tier plan (prorated billing) |
| Downgrade | Move to a lower-tier plan (effective at next renewal) |
| Change Billing Interval | Switch between monthly, quarterly, or annual billing |
| Add/Remove Add-Ons | Modify supplementary services |
Screenshot: Plan change dialog with proration preview
Lifecycle Actions
| Action | Description |
|---|---|
| Cancel | Cancel the subscription (access continues until end of billing period) |
| Cancel Immediately | Cancel and revoke access immediately |
| Pause | Temporarily pause billing and access |
| Resume | Reactivate a paused or suspended subscription |
| Extend | Add extra days to the current billing period |
Cancel Immediately revokes entitlements right away. Use Cancel (end of period) unless the customer specifically requests immediate termination.
Screenshot: Subscription lifecycle actions menu
Payment Actions
| Action | Description |
|---|---|
| Retry Payment | Manually trigger a payment retry |
| Issue Refund | Refund the last payment (full or partial) |
| Apply Credit | Add credit to the customer's account |
| Update Payment Method | Send the customer an email to update their card |
Screenshot: Payment actions with retry and refund options
Handling Common Scenarios
Failed Payments
When a payment fails, the subscription enters the Grace state and automatic retries begin.
What you'll see:
- Subscription status shows Grace with a yellow indicator
- Payment History shows the failed attempt with an error reason
- A countdown shows when the next retry is scheduled
What you can do:
- Check the failure reason (insufficient funds, expired card, etc.)
- Contact the customer to update their payment method
- Manually trigger a retry after the customer updates their card
- Extend the grace period if needed
Screenshot: Grace state subscription with retry schedule and failure reason
Cancellation Requests
When a customer requests cancellation:
- Open the customer's subscription
- Click Cancel
- Optionally offer a retention incentive (discount, pause, downgrade)
- Confirm the cancellation
- The subscription remains active until the end of the current billing period
Screenshot: Cancellation flow with retention offer option
Plan Migrations
When retiring a plan and migrating customers to a new one:
- Go to Subscriptions → Bulk Actions
- Filter by the old plan
- Select Migrate Plan
- Choose the new plan
- Set migration terms (keep pricing, apply discount, etc.)
- Preview affected customers and confirm
Screenshot: Bulk plan migration tool
Subscription Analytics
Health Overview
| Metric | Description |
|---|---|
| Churn Rate | Percentage of subscriptions lost per month |
| Retention Rate | Percentage of subscriptions retained per month |
| Trial-to-Paid Rate | Percentage of trials converting to paid subscriptions |
| Average Subscription Length | Mean duration of subscriptions before churn |
| Revenue per Subscription | Average MRR per active subscription |
Screenshot: Subscription health analytics dashboard
Best Practices
- Monitor grace-state subscriptions daily — Proactive outreach during the grace period saves subscriptions
- Offer alternatives to cancellation — Pausing, downgrading, or discounting can retain customers
- Track trial conversion rates — Low conversion may indicate pricing or product-fit issues
- Use bulk actions for migrations — When retiring plans, migrate customers in batches with clear communication
- Review churn reasons — Understand why customers leave to improve retention strategies
Troubleshooting
| Issue | Possible Cause | Solution |
|---|---|---|
| Subscription stuck in Grace | Retries still scheduled | Wait for retry or manually trigger one |
| Cannot upgrade subscription | Target plan not available on storefront | Verify plan availability in Storefront settings |
| Refund not processing | Payment provider delay | Check payment provider status in Settings |
| Customer reports lost access | Subscription suspended due to payment failure | Check billing history and resolve payment |
Next Steps
- Customer Management — View the customer behind each subscription
- Bundle Management — Manage the plans your subscriptions are based on
- Analytics & Reporting — Deep-dive into subscription metrics