How renewals work without auto-renew (and how to renew by hand)

You don't need auto-renew for renewals to run by themselves. Before a customer's line ends, your store emails them a reminder with a Renew link. They don't even have to log in. When they pay, their line is extended on your panel and the new end date is saved, with nothing for you to do.

Only customers who pay you another way (cash, a transfer, a friend) need you to renew them by hand, and that takes a few clicks.

Want to renew every line yourself? Switch on Renew by hand only (below). Then customers can't pay to renew on their own, and no credits are taken from your panel without you.

See who is ending soon

Go to Subscriptions → Renewals. Subscriptions ending soon are listed by urgency, with Overdue and Due today at the top.

The reminder emails

Reminders go out before the end date, by default 7, 3 and 1 day before. To pick other days, go to Settings → Notifications → Notification preferences, card Renewal reminders. To change the wording, edit the Renewal Reminder email under Settings → Email templates. Keep its renew link in the message.

1Step 1 of 4Open the customer

To renew someone yourself, go to Customers → All customers and open the customer. Open their Subscriptions tab.

2Step 2 of 4Click Manage, then Extend

On the subscription, click Manage (on a phone it's the small arrow) and then Extend. The Extend Subscription window opens. Manage is shown on subscriptions that are linked to a panel line.

3Step 3 of 4Choose what to extend with

Pick the package under Select Package (that decides the length) and, where offered, the Number of Connections. The window shows the price and the New expiry date.

4Step 4 of 4Confirm

Click Extend Subscription. The line is extended on your panel and the customer's subscription shows the new end date. With Credit Tracking on, the credits it used are booked too.

Renew every line yourself (Renew by hand only)

If you'd rather renew each line by hand, go to Subscriptions → Self-service settings, card Renewals, switch on Renew by hand only and click Save Changes. From then on:

• Reminder emails, Discord and Telegram messages and app notifications carry no pay link. The default Renewal Reminder email's button says Contact us to renew and opens your store's support page. If you edited the email yourself, your text stays and its renew link opens your support page.
• The Renew buttons in your customers' accounts say Contact us to renew, and the renewal link page and the bots' renew buttons take no payment.
• Auto-renew stops for your store: nobody is charged automatically, and customers can't switch auto-renew on.
• Win-back emails for expired customers (Churn Autopilot) are not sent, because their renew link wouldn't work.
• New orders, free trials and upgrading a trial to a paid plan keep working as before.

You renew a line as described above (Manage → Extend), or from Subscriptions → Renewals with Mark paid when the customer paid you another way.