In this article, you'll read how to let your Huddle members manage their own subscription through the Plug&Pay customer portal. Members can download their own invoices, update their invoice details or billing cycle, and cancel their subscription without needing you as the administrator to step in.
You'll need two things:
The Plug&Pay customer portal is active.
The Plug&Pay integration is active in your Huddle.
ℹ️ This feature is part of Plug&Pay Ultimate. Are you on Plug&Pay Lite or Premium? Upgrade to Ultimate to use this feature.
Activating the customer portal in Plug&Pay
Before members can manage their subscription themselves, you'll need to activate the customer portal in Plug&Pay. That gives you a self-service environment which vastly improves the experience for your members.
In your Plug&Pay, navigate to Settings > Customer portal.
Activate your customer portal by clicking Activate.
📖 For a deeper look at the customer portal, read Setting up and using the customer portal.
Choosing what members can do
Under the Access section, you decide what customers are allowed to adjust in your customer portal.
Give members the option to:
Cancel order: members can cancel their orders with a single click. This doesn't reverse any payments, but sends you an email as the administrator so you can handle the next steps. The button disappears 14 days after the first invoice date.
This doesn't apply to business orders.
Cancel / resume subscriptions: members can cancel and resume their subscription themselves, so you don't have to do it for them.
Change billing cycle: members can switch their payment cycle, for example from monthly to annually.
Change invoice details: members can update their own invoice details. This only applies to instalments and subscriptions, and the changes appear on the next invoice.
Connecting Plug&Pay to Huddle
In your Huddle admin environment, go to Settings > Integrations and select the Plug&Pay integration.
Click Connect, log in with your Plug&Pay account and finish the connection.
Want to know more about connecting Huddle and Plug&Pay?
How do your members get to the customer portal?
In their Huddle account, members click their profile picture in the top right, then Account settings. From there, clicking Purchases takes them straight to the customer portal of your Plug&Pay.
ℹ️ In the Huddle app, the Purchases tab redirects the user to the desktop version.
What does the customer portal look like?
In the customer portal overview, the member can edit their details and view their subscription(s) or invoices.
Depending on what you've enabled for your customer portal, a member can:
change their billing cycle;
cancel their subscription;
change their payment method;
change their invoice details;
cancel an order.
Managing a subscription
Using the Details button under Subscriptions, members can view and adjust the details of their subscription.
At the top of the Details page, the member sees an overview of the subscription with an Actions dropdown. From that dropdown, they can change their billing cycle or cancel their subscription.
Removing access on cancellation
When a member cancels their subscription, you'll usually want their access in Huddle to end as well. With the Huddle integration, you can automatically remove access levels as soon as a subscription is cancelled or ended.
Getting notified when a member cancels
You can receive an email notification whenever a Huddle member cancels their subscription through your customer portal.
In Plug&Pay, go to the notification settings at admin.plugandpay.com/account. Click the three dots next to your Plug&Pay site, then Manage notifications.
Tick the box next to 'Receive an email when a customer cancels a subscription'. The notification email is sent to the address you've entered on https://admin.plugandpay.com/account/settings, under Notifications.
