Managing client subscriptions

Update client payment methods or manually add a client to a subscription.

You can manage subscriber details, or send clients their client subscription page so they can update their subscription details. You can also manually add a client to a subscription.

Send a link to the client's subscription page

Clients can manage their subscriptions using the link sent in each subscription payment email, or you can send them a link to their client page. From the link, they can:

• View past payments
• Update their card on file
• Cancel the subscription
• Reactivate the subscription

To send a client a link to their page:

1. In Acuity, click Packages, Gifts & Subscriptions.
2. On the left, click Subscribers.
3. Click View next to a subscriber.
4. At the top of the panel, click Client's Page.
5. Copy the URL from the browser bar and send it directly to your client.

Edit a subscriber's details

You can also manage subscribers from your Acuity account:

1. In Acuity, click Packages, Gifts & Subscriptions.
2. On the left, click Subscribers.
3. Click View for a subscription.
4. Click Edit.
5. Edit the subscriber's name, phone number, email address, card number, or next payment date as needed.

Tip: If you change a subscription's Next payment date, the client will be charged on that date each month moving forward. For example, if you have a subscription that renews every month on the 15th, but you override the next payment date and change it to the 20th, the client will now be billed every month on the 20th.

6. To cancel or reactivate a subscription, click the status next to the subscription, then select Canceled or Active from the dropdown menu.
7. Click Save Changes.

After canceling a subscription, clients can still redeem the existing balance on their subscription until what would've been the next renewal date. However, the subscription code will not be reloaded moving forward.

Manually add a client to a subscription

To manually add a client as a subscriber:

1. In Acuity, click Packages, Gifts & Subscriptions.
2. Click Edit next to the subscription you want to add a client to.
3. In the Subscribers section on the right, click Add Subscriber.
4. Enter the client's first name, last name, and email, then click the First payment due field and select a date.
5. Click Add Subscriber.

Edit subscriptions

Use caution when editing subscriptions as changes affect every client who's purchased the subscription and can cause problems when subscriptions recharge. These errors are often difficult to fix. To make changes that affect one client, edit the client's individual code.

If you need to make changes to an existing subscription, like updating the price or changing the renewal cycle, we recommend creating a new subscription. You should really only edit an existing subscription when there are no subscribers.

Edit a subscription

To change a subscription's settings:

1. In Acuity, click Packages, Gifts & Subscriptions.
2. Click Edit for the subscription you want to edit.
3. Make changes, then click Update Subscription.

Keep in mind:

• You can't change what rollover subscriptions can be redeemed for. For example, you can't update a rollover subscription that's currently redeemable for a set number of appointments and make it redeemable for a specific $ amount.
• If a subscription’s price is changed, all clients with active and inactive subscription codes will be charged the new price on their next billing cycle.

Troubleshooting

If you need help making changes to a subscription, or if you made changes and notice something unexpected, contact Acuity Customer Support. In your message to us, please include as much detail as possible, such as the subscription code, an example client, and an explanation of what you were trying to do when editing the code.

Reactivate a client’s subscription if their payment fails

If a client's payment method fails when Acuity tries to process a scheduled payment, their subscription is canceled.

Clients can reactivate their subscription by updating their card on file through the link in their subscription emails. You can also send clients a link to their subscription page where they can update their card, or add new payment information to a client's subscription in your Acuity account.

Note: If you change your payment processor while client subscriptions are active, your clients' automated payments will fail until you or they re-enter their card numbers.