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Orders, subscriptions and transactions

How to pause and resume a customer's subscription without canceling it

In Payments › Subscriptions, open the subscription's three-dot menu and choose Pause. Pick an indefinite pause or a custom end date, choose what happens to invoices during the pause (draft or void) and confirm. To start billing again, choose Resume from the same menu.

Updated on

Before you start

  • The subscription must be listed under Payments › Subscriptions.
  • Your user needs the Subscriptions permissions within Payments.
  • Not every payment provider or subscription status allows pausing: check the actions available on the subscription itself.
Where to find it

Payments › Subscriptions › (subscription) › ⋮ menu › Pause

Step by step

Pause

  1. In the left menu, open Payments and click Subscriptions.
  2. Find the customer's subscription and open the three-dot menu.
  3. Click Pause.
  4. Choose the duration:
    • Indefinite: stays paused until you resume it manually.
    • Custom Date: pick the date the pause ends. You can still resume earlier if needed.
  5. Choose what happens to invoices scheduled during the pause: Draft (kept for you to review and handle later) or Mark as void.
  6. Review and confirm. The subscription moves to paused and no charges are made.

Resume

  1. In Payments › Subscriptions, find the paused subscription.
  2. Open the three-dot menu and click Resume.
  3. Confirm. Recurring billing goes back to its normal cycle.

Give a team member permission

  1. Under Settings › My Staff, open the user.
  2. Expand Roles & Permissions and, under Subscriptions, enable only the actions that user should be able to perform.
  3. Save.

Tips

  • Pause rather than cancel when the customer plans to continue later: it saves creating a new subscription.
  • Choose carefully between Draft and Mark as void: they handle the paused period's invoices differently.
  • The subscriptions CSV export includes the last paused date, resumed date and expected pause end date, handy for reporting.

Common problems

  • I don't see Pause or Resume → It depends on the payment provider, the subscription's current status and your permissions. Check all three before treating it as an error.
  • An indefinite pause didn't end by itself → That's expected: an indefinite pause only ends when you click Resume.
  • A colleague sees actions I don't → Subscriptions permissions can differ per user. Ask an admin to review them under Settings › My Staff.
  • I want to resume before the date I picked → Open the three-dot menu and click Resume; no need to wait for the date.

Frequently asked questions

Is the customer charged during the pause?

No. While the subscription is paused there are no charges; the period's invoices follow the option you chose (draft or void).

Is pausing the same as canceling?

No. Canceling ends the subscription; pausing interrupts it temporarily and it can be resumed.

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