View and manage subscriptions billed in HubSpot

Once subscriptions have been set up and created in HubSpot, view, manage, and update subscription records from within your account. Learn more about how subscriptions in HubSpot work.

You can update associated contacts, billing addresses, line items, due dates, payment methods, and statuses. In addition, pause, resume, cancel, delete, or export subscriptions.

Before you get started

Keep in mind the following when editing a subscription:

• You can't edit a subscription that doesn't create invoices.
• You can only edit subscriptions with a status of Active or Scheduled.
• You can't edit a subscription within two days of its next payment due date. This ensures that customers have adequate notification before the next payment date.
• If you aren't prorating your changes, you can make as many changes as needed before the next billing cycle. The next payment of the subscription will be collected based on the last saved change.
• Changing a subscription paid by PADs may have compliance implications. Please consult your legal team for more information.

View subscriptions

View subscriptions on the index page or on associated CRM records. Each subscription will have one of the following statuses:

• Active: all scheduled payments have been processed and the subscription will continue to bill based on its schedule.
• Unpaid: the scheduled payment for the current billing cycle failed. An email will be sent to the customer requesting that they update their payment information. Learn more about addressing failed subscription payments.
• Canceled: the subscription has been canceled before the term. Customers won't be charged for canceled subscriptions.
• Expired: the customer has been charged per the initial billing term and no further charges are expected. Customers 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.

View subscriptions on the index page

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

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. All subscriptions will display. The subscriptions index page also includes two default views, which you can access by clicking the Unpaid and Scheduled tabs at the top. These views filter subscriptions based on the Status property. Learn more about subscription statuses.
3. To edit the columns that appear in the table, click Edit columns in the upper right of the table.
4. To filter the index page, click the Status and Next billing date dropdown menus, or click advancedFilters Advanced filters at the top of the table.
   
   • In the right panel, search for and select the property you want to filter by, then set the filter criteria.
   • To select another property to add to the filter, click + Add filter.
   • To filter by the property you've selected, or another filter, under OR, click + Add filter group.
   • Click the X in the upper right of the panel when you've set up your filters.
5. To save a view for future use, click the Save icon at the upper right of the table.
6. To preview the subscription details, hover over the subscription and click Preview. View the details in the right panel.
7. To view the subscription record, click the subscription name. The subscription record will open. Learn more about record page layouts.

View subscriptions on associated CRM records

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

1. Navigate to your records. For example:
   • In your HubSpot account, navigate to CRM > Contacts.
   • In your HubSpot account, navigate to CRM > Companies.
   • In your HubSpot account, navigate to Commerce > Invoices.
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 the Subscriptions card isn't appearing on your record by default, you can manually add the card to your HubSpot record. 
4. For more information, hover over the subscription and click the Preview icon.

5. In the right panel, review the subscription details. Learn more about managing subscriptions (for example, editing, canceling, or deleting subscriptions).

Update contact and billing address details

Change the contact associated with a subscription

A subscription can only be associated with one contact at a time. If you need to change the contact associated with a subscription, you can from the subscription panel. For example, during the lifetime of a subscription you may need to change the main point of contact if the original buyer has moved to a different company.

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Click the name of the subscription. 
3. In the right sidebar, scroll to the Contacts card, then click Replace.
   
4. In the right panel, select an existing contact, or click the Create new tab to create a new contact record.
5. Click Save.

The following notifications will be sent to the new contact:

• Successful subscription payment receipts.
• Payment method update emails for failed payments and update requests.
• Upcoming subscription payment reminders, if the setting is turned on.
• Notices for subscription changes, including upgrades, downgrades, and updates to the next payment dates.
• Subscription cancelation.

Update the billing address of a subscription

Update the billing address of a subscription. When updating the billing address:

• The address will be associated with the subscription, and any future invoices for the subscription.
• The address will be used to calculate any automated taxes.

To edit a subscription's billing address:

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Edit subscription.
4. Under Billing address click edit Edit address.
   
5. In the right panel, update the address details, then click Save.
6. In the bottom left, click Save to save the subscription. In the Update subscription dialog box, enter any internal notes. These notes will be added to the associated deal, contact, and company timelines. You can also access these notes in other tools such as segments, workflows, and reports through the Last modification reason property. When you're done, click Update subscription.

Edit a subscription's line items

You may need to change a subscription’s details without canceling it, such as when a customer wants to upgrade or downgrade their subscription. 

For example, you can:

• Change the price of existing line items.
• Add a new line item that the customer agreed to subscribe to.
• Remove an existing line item that the customer doesn't want to subscribe to anymore.
• Increase or decrease the line item quantities a customer originally subscribed to.
• Add or remove line item discounts.

When updating a subscription's line items, turn on prorating to automatically collect or refund the prorated amount. This results in you and the customer seeing their billing changes reflected immediately, rather than having to wait for the next billing cycle. For monthly subscriptions, the prorated amount is calculated based on a 30-day billing cycle. For annual subscriptions, HubSpot multiplies the 30-day billing cycle total by 12.

Keep in mind the following with prorating:

• Only subscriptions with an automated collection process can be prorated. For example, if a subscription is set up to automatically bill a customer, but payment isn't automatically collected as part of the billing subscription, it will not be possible to prorate this subscription.
• When saving prorated changes to a subscription, an email will be sent to the associated contact with the subscription.
• Scheduled subscriptions can't be prorated, as the billing period has not yet started. Instead, you can change the scheduled subscription without proration.

When applying prorating to the changes you've made to a subscription's line items:

• If you're upgrading the subscription by adding more line items or increasing prices, HubSpot will automatically charge the payment method on file for the prorated amount.
• If you're downgrading a subscription by removing line items or decreasing prices, HubSpot will automatically refund the previous payment method for the prorated amount.

To edit the line items of a subscription:

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Edit subscription.
   
4. To add new line items, click Add line item in the upper right, then select Select from product library or Create custom line item. In the right sidebar, select or set up the line item details, then click Save. Learn more about adding line items to subscriptions.

Please note: any newly added line items will be billed based on the frequency already set in the subscription. For example, if a subscription recurs monthly, any line items that you add will be billed monthly. This also applies to adding products from your product library that are set to a different frequency. New line items will also be billed for the remaining term length of the subscription.

5. To remove a line item, hover over the line item, click Actions, then select Delete.
6. Edit a line item using the columns in the line item editor or by clicking the line item's name and using the right panel, then click Save.
7. By default, your changes will apply during the next billing cycle. To apply the changes immediately and collect or refund the prorated amount automatically on save, toggle the Prorate changes switch on. Prorating isn't possible if an online payment option isn't added to the subscription. Learn more about prorating subscription changes.
8. Click Save in the bottom left to save your changes.
9. In the Update subscription dialog box, enter any internal notes. These notes will be added to the associated deal, contact, and companies timelines. You can also access these notes in other tools such as segments, workflows, and reports through the Last modification reason property. When you're done, click Update subscription.

Once your changes are saved, the following will happen:

• An email will be sent to the contact associated with the subscription to notify them of the changes. The email will appear similar to the following example:

• The subscription record will be updated to show the changes:
  • The Last modified on property will show the modified date. The record will also show that there are edits to the subscription that'll be applied after the next payment. Learn more about subscription properties.
    

• • Once the changes take effect, the Monthly recurring revenue and Annual recurring revenue properties will update to match the changes. Learn more about subscription properties.

Edit the next payment due date of a subscription

You can update a subscription's next payment due date from the subscription record, giving you and your customer more flexibility for upcoming payments. 

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Edit next billing date.
   

4. Click the New billing date field and select a date. By default, the customer won't be charged or refunded for the updated billing date. To collect or refund the customer for the updated billing cycle, edit the subscription and toggle the Prorate changes switch on. Click Update.

   Please note: only subscriptions with an automated collection process can be prorated. For example, if a subscription is set up to automatically bill a customer, but payment isn't automatically collected as part of the billing subscription, it won't be possible to prorate this subscription.

With the next billing due date updated, HubSpot will send the customer an email confirming the new next billing date.

The subscription record will also reflect the new billing cycle in the Next billing date and End date properties. The Last modified property will be updated to indicate the date when the payment date was updated. Learn more about subscription properties.

Remove a checkout fee

If a fee has been added to the checkout, you can remove it from the subscription. Removing a checkout fee will remove it for all future payments, but won't prorate or refund previous fee payments.

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Remove checkout fee.
   
4. In the dialog box, click Remove checkout fee.

Update the payment method used for a subscription

The payment method of a subscription can be updated either by sending the customer an email with a link to update their payment method. Learn more about updating payment methods for failed subscription payments.

When a payment method is updated, all past-due subscription balances will be charged to the payment method automatically. The payment method can be updated only for subscriptions where payment collection is automated. For example, if a subscription is set up to automatically bill a customer, but payment isn't automatically collected as part of the billing subscription, it won't be possible to update the payment method for the subscription.

Send the customer a link to update their payment method

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Update payment method.
   
4. In the dialog box, review the content and click Send link. The link will be sent to the subscription's associated contact's email address. The customer will receive the link in an email:
   
5. When the customer clicks Update payment method in the email, they'll be brought to the checkout page to review their subscription and enter a new payment method.
   
6. A confirmation page will confirm the update. The new payment method will be used for all future auto-payments of the subscription.
   

Update payment method for failed payments

If a customer's payment method fails when completing a payment for a subscription, retries will be automatically attempted based on a set schedule. You can also manually try to take the payment again. HubSpot will also send the customer an email with a link to update their payment method.

The payment method update request uses tool-defined payment methods from the associated checkout (e.g., invoice, payment link, or quote). For example, if the invoice only allows ACH bank debit, the customer can only pay with ACH bank debit.

In the email sent to the customer after a payment fails, they can click Update payment method.

Pause or resume a subscription

Rather than canceling a subscription, a customer may want to pause their subscription to resume it later.

Pause a subscription

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Pause subscription.
   
4. In the dialog box, in the Internal notes field, enter any notes. The notes will be added to the associated deal, contact, and companies timelines. You can also access these notes in other tools such as segments, workflows, and reports through the Last modification reason property. Learn more about subscription properties.
5. When you're done, click Update subscription.
6. The subscription status will display as Paused, with the date it was paused. 

A notification will be sent to the customer, and all billing and payment collection will be paused until the subscription is resumed.

Resume a subscription

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Resume subscription.
   
4. In the dialog box, click the Change next billing date field and select a date.
5. Click Resume.
6. The subscription status will update to Active with the new invoice date displayed.

If the subscription is resumed immediately, a receipt or invoice will be sent to the customer. If the subscription is resumed for a future date, a notification will be sent to the customer with their new billing date.

Cancel or delete a subscription

Cancel a subscription

After canceling a subscription, it'll be canceled immediately and the customer 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. You should issue a refund for the pending payment.

You can also create a subscription-based workflow to send a notification to your team when a customer's next payment is due, to remind them to cancel the subscription.

Please note: if you don't have a refund policy, consider canceling closer to the billing date.

To cancel a subscription:

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

2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Cancel subscription.
4. In the dialog box, click Cancel subscription.
5. The customer will receive a subscription cancellation email.

Delete a subscription

Canceled or expired subscriptions can be deleted. Once a subscription is deleted, it can't be restored. To retain a copy of your subscriptions, it's recommended to export your subscriptions before deleting them.

To delete a subscription:

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. Hover over a subscription and click Preview.
3. In the right panel, in the upper right, click Actions, then select Delete subscription.
4. In the dialog box, click Delete subscription.

Export subscriptions

1. In your HubSpot account, navigate to Commerce > Subscriptions.
2. To export a CSV, XLS, or XLSX file of your subscriptions, click Export in the upper right of the table.
3. In the dialog box:

• • In the Export name field, enter an export name.
  • Click the File format dropdown menu, and select a format.
  • Click the Language of column headers dropdown menu and select a language.
  • Click to expand the Customize section to customize the export further:
    • Under Properties included in export select which properties to include in the export.
    • Under Associations included in export, select the Include associated record name checkbox to include associated record names (e.g., the invoice name).
    • Under Associations included in export, select whether to include up to 1,000 associated records, or all associated records.
  • Click Export.

Learn more about exporting records.

Use subscription data across HubSpot

Use subscription properties in other tools, such as workflows and segments, to automate and organize subscription data across HubSpot.

Re-engage canceled subscribers

Create a segment for subscriptions that are canceled. Use the segment in a re-nurture campaign.

1. Create a segment, and select the Subscriptions object when creating the segment.
2. Add the following filters:
   • Status is any of Canceled, Expired.
   • Churn date is less than 60 days ago.
     
3. Use the segment in a workflow to re-nurture the former subscriber, using your preferred marketing channels (e.g., email, social, SMS).

Upsell based on subscription tier

Create a segment to upsell existing customers on a subscription tier.

1. Create a custom property to store subscription tier information. For example, if your subscription tiers were Basic, Professional, and Enterprise, create a property with a Dropdown select field type with each tier option.
2. Create a segment, and select the Subscriptions object when creating the segment.
3. Add the following filters:
   • Subscription tier is Basic.
   • Status is any of Active.
     
4. Use the segment in a workflow to enroll subscribers in an upsell sequence.

Next steps

• Learn how to manage invoices (for example, invoices associated with a subscription.
• Learn how to manage payments (for example, payments made against a subscription).