Process suspended subscriptions

A subscription is Suspended when its latest payment was hard-declined: a permanent problem with the card, such as a closed account. You can't retry it: the customer must update their card.

To list suspended orders, open Orders, click Filters, select Status › Suspended and Type › Subscription, and click Apply.

Status flow for suspended subscriptions

While a subscription is Suspended, BillPro collects no payments and creates no new billing events.

To make it Active again, the customer must update their card. BillPro then collects the declined payment straight away.

BillPro can also suspend a subscription when all the automatic retries of a payment are soft-declined, if auto-suspend is on. See Auto-retry billing events and Auto-suspend subscriptions in Configure BillPro with CardCorp.

To end a suspended subscription, cancel it. See Cancel a subscription.

flowchart TB
  Active -->|Hard decline| Suspended
  Failed -->|"Retries used up,
  auto-suspend on"| Suspended
  Suspended -->|"Card updated:
  payment collected"| Active
  Suspended -->|Cancel Order| Cancelled

Manage a suspended subscription

1. Open the order. A red banner shows problems with the card, such as The payment card added to this order has expired.

   

2. Open the Billing Events tab. The hard-declined payment has a red square in Status. Expand it and click its Transaction Unique ID for the reason. See Declined transactions.

   

   For an expired card, the gateway declines the payment with the Result Code 100.100.303.

   

3. Update the card. This collects the declined payment straight away. To collect it at another time, or not at all, manage the billing event first. See Manage billing events.

   1. Open the Cards tab.
   2. Select another saved card, click Add Card to take a card by phone, or click Request Card Update to email the customer.

   See Update cards.

When the payment on the new card is approved, the subscription becomes Active.