Subscription Management

Subscription Management is the core of BillHive — it covers the entire lifecycle of a customer’s subscription, from creation through renewal, amendments, and cancellation.

Key Concepts

Concept	Description
Subscription	A customer’s agreement to pay for a product on a recurring basis, tied to a specific rate plan, currency, and billing frequency.
Order	A transactional event that creates or modifies a subscription (new subscription, plan change, addon addition, renewal, cancellation).
Amendment	A formal change to an existing subscription’s terms — plan changes, frequency changes, addon additions, owner transfers.
Term	A subscription’s commitment period (e.g., 12 months). Each renewal starts a new term.
Billing Cycle	The recurring interval at which the customer is invoiced (e.g., monthly within an annual term).

Subscription Lifecycle

┌──────────┐     ┌────────┐     ┌────────┐     ┌──────────────┐     ┌───────────┐
│  Trial   │────▶│ Active │────▶│ Paused │────▶│ Non Renewing │────▶│  Expired  │
└──────────┘     └────────┘     └────────┘     └──────────────┘     └───────────┘
                      │              │                                      │
                      │              │                                      ▼
                      │              └─────────▶ Active (resumed)    ┌───────────┐
                      │                                              │Reactivated│
                      ▼                                              └───────────┘
                 ┌───────────┐
                 │ Cancelled │
                 └───────────┘

Statuses

Status	Description
Future	Subscription created with a future start date. Not yet active.
Trial	Customer is in a free trial period. No charges until the trial ends.
Trial Pending Activation	Trial created but awaiting payment method or mandate confirmation.
Trial Expired	Trial ended without converting to a paid subscription.
Active	Subscription is live and billing normally.
Paused	Subscription is temporarily suspended. Billing stops until resumed.
Non Renewing	Active but set to expire at the end of the current term (auto-renew disabled).
Expired	Term ended and the subscription was not renewed.
Cancelled	Subscription was explicitly cancelled by the customer or admin.
In Dunning	Payment failed and the subscription is in a retry/recovery workflow.

Access

All subscription management features require one of these roles:

Owner
Administrator
Customer Success Manager
Finance Manager
Support Agent

Documentation

Subscription Basics

Subscriptions — Creating, viewing, and managing subscriptions
Orders — How orders drive subscription changes

Trial Management

Trials — Trial subscriptions, conversion, and expiration
Trial Activation — Activation workflow, payment verification, mandate handling

Lifecycle Actions

Pause & Resume — Temporarily suspend and reactivate subscriptions
Cancellation — Cancellation policies, credits, and refund handling
Expiration — Term expiration, expiring-soon alerts, non-renewing subscriptions
Renewals — Auto-renewal, manual renewal, and reactivation

Amendments

Plan & Frequency Changes — Upgrade, downgrade, and frequency amendments
Addon Management — Adding and removing addons mid-term

Operations

Dunning & Recovery — Failed payment recovery, retry logic, and escalation stages
Notifications — All lifecycle notifications and business events
Activity Log — Audit trail for all subscription events
Subscription Settings — Admin configuration for subscription behavior

Scrub Contacts Subscriptions