subscription-management

How to Modify Existing Subscriptions on the Platform

Charles Higgins

Charles Higgins

— 11 min read
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In the original video, the creator walks us through a simple, step-by-step process for updating active subscriptions inside the platform. We’ll translate that walkthrough into a clear, practical guide you can use right now—no video required. This article covers every use case discussed in the video: adding products, changing quantities, extending end dates, removing items mid-cycle, how billing and trials behave, and which subscription statuses can be changed. We’ll also explain constraints you need to know so changes stay predictable for your customers and your accounting.

Table of Contents

Why flexible subscription updates matter

For most subscription-based businesses—whether we sell monthly supplement boxes, recurring coaching packages, or software seats—the ability to update a subscription without cancelling and recreating it is a huge time-saver. It reduces friction for customers who upgrade, downgrades smoothly, and keeps billing predictable. Instead of forcing customers to start a new subscription or handle manual refunds, we can make adjustments that apply only to future charges while preserving historical transactions.

In practice, this means fewer support tickets, fewer billing surprises for customers, and a more scalable way to manage growth. In this guide we’ll show how to perform these updates, the rules that govern them, and several helpful examples so you can apply the same approach to your business.

Overview — what we can change

When updating an existing subscription, we can do the following:

  • Add one or more new products to an active subscription
  • Adjust the quantity for any product on the subscription
  • Edit the end date of the subscription (in certain situations)
  • Remove products mid-cycle without shifting payment dates

What we cannot do in most cases:

  • Edit the original start date of an existing subscription
  • Modify subscriptions that are cancelled, overdue, or unpaid
  • Add products with a different billing frequency or currency than the existing subscription

How to access the subscription update window (step by step)

There are two convenient ways to open the update interface for a subscription. Both lead to the same place and let us make the changes described above.

  • From the main payments area: Click Payments in the left-hand navigation, then Subscriptions at the top. Find the subscription you want to modify, click the three dots on the right, and choose Update.
  • From inside a subscription record: Open the subscription, click View, then Actions in the top-right corner and choose Update.

Either method opens the update window where you can add products, change quantities, set an end date (if allowed), and preview the new subtotal before saving the update.

Adding a new product to an active subscription

Adding products is straightforward:

  1. Open the update window for the subscription.
  2. Click the plus (+) icon to add a new product line.
  3. Select the product from the dropdown menu (products must be preconfigured in your product catalog).
  4. Set the desired quantity for the new product.
  5. Review the subtotal and other details, then click Update Subscription.

Important constraints to keep in mind:

  • All products on the subscription must share the same billing frequency (for example, monthly vs. annually).
  • All products must be billed in the same currency as the existing subscription.
  • You can add multiple new products in one update provided they follow the rules above.

Why those constraints exist: Mixing currencies or billing frequencies on a single subscription causes confusion in billing cycles and tax calculations. Keeping frequency and currency uniform ensures the charge dates and totals remain consistent and predictable for customers.

Adjusting quantity and seeing immediate subtotal updates

When we change the quantity of an existing product or a new product on the subscription, the subtotal is recalculated immediately in the update window. This quick feedback makes it easy to check pricing before committing the change.

Examples:

  • If a customer upgrades their monthly supplement box from 1 unit to 2 units, changing the quantity updates the subtotal instantly so we can verify the price increase.
  • If we add a second product and set quantity to 2 for that product, the subtotal reflects both products and quantities together.

Remember: Quantity and product changes affect future invoices only. Past transactions remain unchanged for record-keeping and accounting accuracy.

Editing the end date — when it’s possible and how it works

We cannot change the start date of an existing subscription, but we can modify the end date in certain cases. The end date option is available when:

  • The subscription has a fixed number of payments (for example, a 12-month subscription), or
  • The subscription was created or modified using the platform’s update option that supports end-date adjustments.

To set or change an end date:

  1. Open the update window.
  2. Click the calendar icon next to End Date.
  3. Select the new end date you want the subscription to stop.
  4. Confirm the update.

Practical example: A customer originally subscribed for 6 months but asks to extend the subscription by another 6 months. We can set a new end date that extends the subscription without interrupting the billing cadence.

Billing dates remain predictable — no surprises for customers

One key design principle is predictable billing. When we update a subscription, charge dates remain unchanged. That means customers will be charged on the same recurring date they expect, unless we intentionally change the billing frequency or cancel the subscription.

This is valuable because customers rarely appreciate surprise charge dates. Keeping the payment schedule steady maintains trust and reduces support inquiries about unexpected charges.

How upgrades and downgrades are charged

When we upgrade or downgrade items on a subscription, the charge for the new configuration typically applies from the next billing cycle. In other words, changes are scheduled to take effect starting with the next charge date—not retroactively on the current period.

Example:

  • A customer is billed on the 15th of every month. On the 5th they upgrade to add an extra product. The platform will apply the change starting on the 15th — the next scheduled charge — so the customer receives a full billing period with the updated product set.

This behavior avoids prorations and keeps accounting simple. If you prefer a different approach for a particular customer (for example, pro-rating mid-cycle), handle that manually via a one-time invoice or credit outside the subscription update flow.

Taxes and coupons: how rules apply when adding products

When we add products to an existing subscription, product-level taxes and coupons behave predictably:

  • If the existing subscription has taxes applied at the product level, those same tax rules will apply to newly added products when applicable.
  • Coupons that are applied to the existing subscription will also apply to added products, subject to coupon configuration.

Why this matters: Tax and coupon continuity ensures invoice totals remain consistent and customers receive the discounts they expect across all products in the subscription.

How trials behave when we add or change products

Trial behavior depends on whether the subscription is an ongoing active subscription or currently in trial mode:

  • If a product is added to an ongoing active subscription, any trial associated with that new product is skipped. The added product starts billing according to the subscription’s schedule immediately from the next billing cycle.
  • If the original subscription is in trial mode and we add a second product, that second product will be placed into trial mode as well so all changes are synchronized. In that case, changes will apply once the trial ends and the regular billing cycle begins.

Example scenarios:

  • Active subscription (no trial): Add product on April 10, billing occurs on April 15—trial for the added product is ignored.
  • Subscription in trial: Add product on Day 3 of a 30-day trial—both items stay in trial and normal billing starts when the trial ends.

Removing products mid-cycle without changing the billing date

We can remove a product from an existing subscription mid-cycle and keep the same billing date for the rest of the products. This is useful when customers choose to stop receiving a particular item but keep the rest of their subscription active.

Important points:

  • Removing a product affects future charges only; past payments remain recorded as they were.
  • Removing a product does not automatically issue refunds for the current billing period—you should follow your refund policy if a pro-rated refund is required.

Operational tip: When removing a product mid-cycle, consider including a short note to the customer explaining the change and confirming there will be no billing changes until the next cycle. That helps maintain transparency and prevents confusion.

Which subscriptions can we modify?

We can modify subscriptions that are in the following statuses:

  • Active
  • Scheduled (set to start in the future)
  • Trialing (currently in a trial period)

We cannot modify subscriptions that are:

  • Cancelled
  • Overdue
  • Unpaid

Why this restriction exists: Attempting to modify cancelled or delinquent subscriptions can cause inconsistent billing outcomes or conflicts with payment processors. Keeping the rule simple—only modify subscriptions in good standing—reduces errors and ensures predictable results.

Supported payment processors

The update functionality works with supported payment gateways integrated into the platform. If you use a supported gateway, the update actions described here (add product, change quantity, change end date) will be reflected correctly in the billing processor. If you’re unsure whether your gateway is supported, check your account settings or contact support via your normal help channel.

What changes affect past transactions?

When we change products or quantities on a subscription, past transactions remain unchanged. This is critical for accurate bookkeeping and customer records. Changes only affect future invoices and charges.

Examples:

  • If a customer bought a product in January and we increase quantity in February, the January invoice remains the same.
  • If we add a product in March, only invoices from March onward reflect the addition.

Practical examples and common workflows

Below are everyday scenarios we run into and how to handle them using the update flow.

Scenario 1 — Customer upgrades mid-term

Customer: A monthly supplement subscriber currently on Starter Box (1 unit) wants to upgrade to the Pro Box (or add another product) on the 10th while their billing date is the 15th.

Steps:

  1. Open subscription and choose Update.
  2. Add the Pro product from the dropdown and set quantity to the desired value.
  3. Confirm subtotal and save Update Subscription.

Outcome: The upgrade takes effect on the 15th (the next billing cycle). No changes are made to the current month’s invoice, and the billing date remains the 15th.

Scenario 2 — Extend a fixed-term subscription

Customer: A 6-month fixed subscription is ending. The customer requests another 6 months.

Steps:

  1. Open subscription and choose Update.
  2. Click the calendar next to End Date and extend by 6 months.
  3. Save Update Subscription.

Outcome: The subscription end date is extended; next billing dates follow the original schedule. This method keeps the billing predictable and avoids creating a separate subscription.

Scenario 3 — Remove an unwanted product mid-cycle

Customer: They decide they no longer want a supplemental add-on but want to keep the main subscription.

Steps:

  1. Open subscription and choose Update.
  2. Remove the add-on product line from the subscription.
  3. Save Update Subscription.

Outcome: The add-on is removed for future invoices. The billing date stays the same and past charges are unchanged.

Tips for smooth subscription updates

  • Always double-check currency and billing frequency before saving changes.
  • Communicate clearly with customers when you make updates—send an email with the change summary and the next billing date to avoid questions.
  • If a customer needs pro-rated refunds or charges mid-cycle, handle those manually rather than through the subscription update to keep billing simple.
  • When adding products, verify applicable taxes and coupons in the update window so totals are accurate.
  • Keep product names and descriptions clear in your product catalog to avoid adding the wrong item to a subscription.

How we handle customer communication

Even with predictable billing, good communication matters. When we update a subscription we recommend sending the customer a friendly confirmation that includes:

  • What changed (product added/removed, quantity change, end date changed)
  • The next billing date and the amount that will be charged
  • Any tax or coupon implications
  • How to contact support if they need additional changes or a refund

This small step reduces support requests and builds trust. Customers appreciate transparency and will be less likely to dispute charges if they receive a clear notification ahead of time.

Common troubleshooting questions and quick fixes

Q: Why can’t I add a product to this subscription?

A: The most common reasons are that the product’s currency or billing frequency doesn’t match the existing subscription, or the subscription status is not editable (cancelled, overdue, or unpaid). Verify that the product uses the same frequency and currency and that the subscription is active, scheduled, or in trial.

Q: Why did the trial get skipped for the product I added?

A: When adding a product to an ongoing active subscription, trial periods for the new product are skipped to prevent customers from getting extra trial time outside the original subscription’s terms. If the subscription itself is in trial, new products will be added into the same trial.

Q: Can I change the billing date when updating?

A: No. The update flow preserves the subscription’s billing date so customers are billed on the same schedule. If a billing-date change is necessary, handle it via your billing settings or create a new subscription with the desired date, depending on the platform’s capabilities.

Q: We need a refund for part of the current billing period after removing a product. What should we do?

A: The update flow doesn’t automatically issue pro-rated refunds. Issue a manual refund or credit in accordance with your refund policy. Communicate clearly with the customer about the refund timeline and amount.

Q: Does changing quantity or product affect historical invoices?

A: No. Changes only affect future invoices. This keeps your accounting clean and ensures historical records remain accurate.

Frequently Asked Questions (FAQ)

Q: Which subscription statuses allow updates?

A: We can modify subscriptions that are Active, Scheduled, or Trialing. Subscriptions that are Cancelled, Overdue, or Unpaid cannot be edited through the update flow.

Q: Can we add multiple products at once?

A: Yes. We can add multiple products in a single update as long as all added products match the subscription’s billing frequency and currency.

Q: Will adding a product change the current billing date or charge the customer immediately?

A: No. Changes apply from the next billing cycle. The current billing date remains unchanged, and all charges for the update are scheduled to occur on the next normal invoice.

Q: What happens to product-level taxes and coupons when we add a new product?

A: Product-level taxes that apply to the existing subscription will also be applied to newly added products, and coupons attached to the subscription will apply as configured.

Q: Can a product’s trial be re-enabled if added mid-cycle?

A: If the subscription is already active (not in trial), trials for newly added products are skipped. If the subscription itself is in trial, newly added products will share the same trial period.

Q: Are past transactions affected by subscription updates?

A: No. Update actions are forward-looking and only impact future invoices and charges. Past transactions remain unchanged for accurate bookkeeping.

Q: What if our payment gateway is not supported?

A: The update feature works with supported payment gateways integrated into the platform. If your gateway is not supported, changes may not be reflected correctly in billing processors. Contact support to confirm supported gateways or discuss alternative workflows.

Conclusion — smarter subscription management with less friction

Updating subscriptions without cancelling and recreating them saves time, reduces friction for customers, and keeps billing predictable. By following the simple rules—same currency and frequency, only modify active/scheduled/trialing subscriptions, understand trial behavior and tax/coupon propagation—we can efficiently handle upgrades, downgrades, quantity changes, product additions, removals, and end-date extensions.

Our recommended workflow is to make the change in the update window, confirm the subtotal and next billing date, and then notify the customer with a short, friendly message that summarizes the change and the upcoming charge. That combination of a streamlined internal process and clear customer communication minimizes support load and maintains trust.

We encourage teams to standardize these steps in their internal billing procedures so everyone follows the same approach. When we keep subscription management simple and predictable, we free time to focus on product development, customer success, and growing the business—exactly where our attention should be.

Testimonial: “Using the platform’s update flow cut our billing support tickets in half. Customers love that upgrades and add-ons are reflected on the next billing cycle—no confusion, no surprises.”

Got a billing scenario we didn’t cover or a tricky customer request? Use the FAQ above as a starting point and follow the communication tips. Clear explanations and consistent processes make subscription changes feel effortless to customers and easy to manage for our teams.

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