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Manage Subscriptions

  • Updated on Sep 2, 2026
  • Published on Aug 26, 2026
  • 2 minute(s) read
  • G
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Overview

View a customer's current subscription, change their plan, apply a promotional offer, or redeem a TVOD code.

:::tip At a Glance
Who is this for?

Support agents handling plan changes, offer applications, or TVOD redemptions.

When do I use this?

When a customer wants to switch plans, has an offer code to apply, or needs a TVOD code redeemed.

What will happen?

The subscription is updated in real time. Plan changes, applied offers, and redeemed codes take effect immediately.
:::

Prerequisites

  • A support session must be active for the customer
  • The customer must have an existing subscription (for plan changes)

Steps

Step 1: Navigate to the Subscriptions tab

Open the customer detail view and select the Subscriptions tab from the sidebar.

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Step 2: Review current subscription

The subscription section displays:

Field Description
Plan Name Current plan title
Status COMPLETED, CANCELLED, DEFERRED, SUSPENDED, etc
Start / End Date Subscription period
Amount / Currency Plan price and currency code
Renewal Cycle MONTH or YEAR
Payment Handler Payment gateway (Stripe, Razorpay, iOS, etc)
Last 4 Last 4 digits of payment card
Free Trial Whether currently on a trial

Step 3: Choose an action

The available quick actions depend on the subscription status and platform:

Action When available
Change Plan Active subscription, not VIP/TVE, not iOS
Apply Offer Active subscription, not VIP/TVE, not iOS
Redeem TVOD Code Active subscription, not VIP/TVE, not iOS
Cancel Active or deferred subscription, not VIP, not iOS
Revert Cancelled or suspended subscription

Change Plan

  1. Click Change Plan
  2. Available plans are fetched and shown in a dropdown
  3. Select the new plan
  4. Confirm the change
  5. Subscription data refreshes automatically

Apply Offer

  1. Click Apply Offer
  2. Enter the promotional offer code
  3. Submit — the offer is validated and applied
  4. Subscription updates with the discount

Redeem TVOD Code

  1. Click Redeem TVOD Code
  2. Enter the redemption code
  3. Submit — the code is validated and redeemed
  4. Access to the TVOD content is granted

Expected Behavior

  • All actions refresh the subscription section on success.
  • Audit log entries are created for every subscription change.
  • Actions that are not available for the current status/platform are hidden from the UI.

Edge Cases / Notes

  • VIP users see no modification actions — VIP is managed separately via Manage VIP status
  • TVE (TV Everywhere) users have limited action visibility.
  • iOS subscribers cannot be modified directly — subscription changes must go through the App Store.
  • Deferred cancellation means the subscription remains active until the current billing cycle ends, then cancels.

If Something Goes Wrong

  • No actions showing? → Check the subscription status and platform. iOS, VIP, and TVE accounts have restricted actions.
  • Plan change failed? → The target plan may not be available for the customer's country or payment handler.
  • Offer code rejected? → The code may be expired, already used, or not applicable to the current plan.

Related

  • Cancel or revert a subscription
  • Manage VIP status
  • Manage billing and purchases