Scenario: ​A client's subscription is marked as "Canceled" due to missed payments, and they wish to resume service. This status change happens about 30 days past due.

Before responding to the client, email them outlining the amount owed to catch up and reactivate them.

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​​In Maxio:

Step 1: Locate the Customer’s Subscription
1.    Log in to your Maxio (Chargify) account.
2.    In the top navigation bar, go to “Subscriptions”.
3.    Click the “Canceled” tab to filter only canceled subscriptions.
4.    Use the search bar to find the customer (by name, email, or subscription ID).
5.    Click on the subscription to open the subscription details page.

 

Step 2: Review Subscription Details
Before reactivating:
•    Check cancellation date and reason (e.g. dunning failure, manual cancellation).
•    Look at the billing history under the "Transactions" tab to confirm unpaid invoices.
•    Confirm the product, billing cycle, and any addons/components or coupons applied.

 

Step 3: Reactivate the Subscription
1.    In the “Subscription Actions” view, click “Reactivate Subscription” (button near the top right).
2.    A window will prompt you to:
o    Confirm the billing date (default is today).
o    Decide whether to recalculate billing from the original cycle or start fresh. If you cannot resume the original cycle, simply start a new one and then change the billing cycle date to the original after it's been reactivated.
3.    If there is an existing balance, make sure to include it and not reset it.
4.    Click “Reactivate”.
Best Practice: If the subscription was canceled for missed payments, do not prorate or shift the billing cycle.

 

Step 4: Catch Up on Missed Payments
To handle unpaid invoices after reactivation:
1.    Go to the “Transactions” tab for the customer.
2.    Look for the last paid period and from there incorporate a charge that will account for the months that were missed up until the period of renewal.
3.    Select “Subscription Actions” and click into “Add Charge”
4.    From there:

• Input the amount.

• Charge Now & add any additional information as requested (memo, Date Range, etc).

• Add Charge

 

Step 5: Follow Up with Confirmation
Send a confirmation email that includes:

• Their reactivation date.

• Any past due amounts that were charged or waived.

• When their next payment will be and for how much.

• How to access their billing portal if self-service is enabled.

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In Bryt 3 Admin: 

• Check to see if they've been set back to 'Customer', manually reset to 'Customer' if not so they are able to log in to their account.

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In Salesforce: 

• The API may update this, but check to see if it's set back to 'Customer - V3' after they've been successfully reactivated/charged.