If a customer is requesting help with adding a subscription to the account then follow these steps:

  1. Click on the subscription tab

  2. Click on “Add subscriptions”

  3. Choose the subscription that should be accessible in the account

  4. Add a note that describes why you added the subscription

  5. Mark the checkbox “send email to user” if you want to send the purchase confirmation email (Only working if the confirmation email is setup through Mandrill by Magine)

  6. Click on Okay

If the customer has an active payment method he/she will be billed for the subscription during the night.


Note: If your service is offering several packages you can filter the subscriptions to show you only the buyable subscriptions that your customers can actually buy.


If a customer is requesting help with removing a subscription from the account then follow these steps:

  1. Click on the cancel button next to the subscription

  2. Enter a note that describes why you removed the subscription

  3. Choose to do a soft cancel (subscription ends at the end of the billing period) or a hard downgrade (subscription will be removed immediately)

  4. If you want to do a hard downgrade mark the hard delete box 

  5. Click on Cancel subscription

If you decided to do a soft cancel then a date will appear next to the subscriptions indicating when the subscription will be downgraded automatically if no change is made prior to that date.


Note: All changes made to subscriptions is logged with the email address of the console user.