Manage subscriptions billed in HubSpot

Once you’ve set up and started to create subscriptions, learn how to view and manage them. 

To learn how to edit subscriptions, refer to this knowledge base article.

View subscriptions

You can view subscriptions either from the subscription index page or from a subscription's associated contact, company, deal, and payment records. You can check the status of a subscription, edit the subscription, or send the buyer a link to update their payment method.

View subscriptions on the subscription index page

Use the subscription index page to view all subscriptions, and create and use saved views to filter subscriptions by specific criteria.

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. The subscriptions index page includes two default views, which you can access by clicking the Unpaid and Scheduled tabs above the table. These views filter subscriptions based on the Status property. Learn more about subscription statuses.
3. Use the Status and Next billing date dropdown menus to quickly filter all subscriptions by those attributes. Or, click Advanced filters to set up additional filter criteria.
4. To save a view for future use, click the Save icon at the upper right of the table.
5. To view a subscription's full details or edit the subscription, click the subscription name.

Learn more about viewing and filtering records on the index page.

View subscriptions on associated CRM records

To view a subscription from one of its associated records (for example, a contact, or company):

1. Navigate to your records (e.g., for contacts: In your HubSpot account, navigate to CRM > Contacts.) 
2. Click the name of the record associated with the subscription.
3. In the right sidebar, navigate to the Subscriptions card to view the subscription status and start date. If you can't see the Subscriptions card, learn how to add it.
4. For more information, hover over the subscription and click Preview.

5. In the right panel, review the subscription details and edit the subscription as needed. 

Subscription statuses

Below, learn more about what each subscription means:

• Active: all scheduled payments have been processed.
• Unpaid: the scheduled payment for the current billing cycle failed. An email will be sent to the buyer requesting that they update their payment information. Learn more about addressing failed subscription payments.
• Canceled: the subscription has been canceled before the term. Buyers won't be charged for canceled subscriptions.
• Expired: the buyer has been charged per the initial billing term and no further charges are expected. Buyers won't be charged for expired subscriptions.
• Scheduled: the subscription's billing has been delayed to start in the future, as shown in the Start date property. 
• Paused: the subscription has been paused. Paused subscriptions can be resumed.

Manage subscriptions

Edit a subscription

If you need to update an existing subscription, such as its associated contact, billing address, line items, next payment due date, and payment method, refer to this knowledge base article.

Add custom subscription properties

Store relevant data on the subscription object using custom properties. To add a custom property:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Properties.
3. Click the Select an object dropdown and select Subscription properties.

4. In the upper right, click Create property.

Please note: the number of custom properties you can create depends on your HubSpot subscription. If you downgrade to HubSpot's free tools, you can view and edit existing custom properties but cannot create new properties if you already exceed the limit.

5. Enter the property information.
6. Enter any additional information, if you have selected a field that needs it.
7. Set rules for your property.
8. Click the Sensitive data tab (Enterprise only) to customize the property's sensitivity settings.
9. To review how your property will look and work, click the Preview tab.
10. Once you’re done, click Create in the top right.

Edit subscription properties

Follow these steps to edit a property.

Associate the subscription with other objects

To associate your subscription with other objects (e.g., companies, deals):

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Learn how to filter and set up saved views.
3. Click the name of the subscription you'd like to associate with another object.
4. In the right panel, scroll down to the object you'd like to associate the subscription to (e.g., Contacts, Companies).
5. Click Add to add an association, or Replace to replace an existing association.
6. Choose whether to add an existing object, or create a new one, select it, then click Save.

Export subscriptions

To export your subscriptions:

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. To open the view you want to export, click the view's tab, or click + Add view then select the view from the dropdown menu. To export all records of that object, open the All [records] view.
3. To export the records, click Export in the top right of the table.

4. In the dialog box, click the File format dropdown menu and select the desired format.
5. Click the Language of column headers dropdown menu, then select the desired language. By default, the dropdown menu will show the default language you've selected in your settings. The column headers of default properties will be translated, but the property values within each column won't be translated to the selected language.

6. By default, only the properties and associations in the view will be included in the file, and for associations, this will include up to one thousand associated records per association column. To edit which properties and associations are included, click Customize, then select from the following options:
   • Contacts with multiple email addresses: select the Include all email addresses checkbox to include all email addresses for contacts with multiple emails in the export file.
   • Companies with multiple domains: select the Include all domains checkbox to include all domain names for companies with multiple domains in the export file.
   • Properties included in export: options include Properties and associations in your view (default), All properties on records (i.e. no associations), or All properties and associations on records. The order of the columns in the export file depends on the option you select:
     • If you export only properties in the view, the columns are displayed in the same property order set for the view.
     • If you export all properties, the columns are displayed in alphabetical order, with the exception of Record ID which will be the first column in the file. If you export all properties and associations, associations are included at the end.
   • Associations included in export: options include Up to 1,000 associated records (default), or All associated records (CSV files only).

7. Click Export. You'll receive an email with a download link to your export file. Download links to export files will expire after 30 days.

If the records you export have associated records, each associated object will have its own column within the file. You can export information about associated contacts, companies, orders, deals, payment links, quotes tickets, custom object records, line items, payments, survey responses, and invoices. For each associated object, the exported file contains the following headers and information:

• Associated [Object] IDs: the IDs of the associated records. Multiple ID values are separated by semi-colons.
• Associated [Object]: the associated record's name (e.g., contact name, company name, etc.). Multiple record names are separated by semi-colons.

Cancel a subscription

If a buyer asks to cancel their subscription, you can cancel the subscription through the subscription record in HubSpot. The subscription will be canceled immediately and the buyer will no longer be charged. You can wait to cancel until the end of the billing term, or cancel the subscription and issue a refund for the unused service days. If you cancel a subscription that has a pending bank debit payment, such as ACH, the pending payment will not be automatically canceled and refunded, so you'll also need to issue a refund for that pending payment.

Please note: if you don't have a refund policy, it is recommended to cancel closer to the billing date.

To cancel a subscription:

1. In your HubSpot account, navigate to Commerce > Subscriptions.

2. From the subscription index page, click the name of the subscription.
3. In the top right of the panel, click Actions, then select Cancel subscription.
4. In the dialog box, select the I understand the customer won't be charged again checkbox.
5. Click Cancel subscription.

The buyer will receive a subscription cancellation email.

If you canceled the subscription before the end of the billing term, learn how to issue a refund from your payments dashboard. You can also create a subscription-based workflow (Professional and Enterprise only) to send a notification to your team when a customer's next payment is due to remind them to cancel the subscription.

Or, you can access the subscription side panel from any of its associated CRM records. 

Delete a subscription

Canceled or expired subscriptions can be deleted. Subscription deletion is permanent and can't be undone. To get a copy of subscriptions before deleting, export your subscription data.

To delete a subscription:

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. From the subscription index page, click the name of the subscription.
3. In the top right of the panel, click Actions, then select Delete subscription.
4. Click Delete subscription.