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Subscription Reports: Managing Your Recurring Payments

Updated

Overview

Subscription Reports allow you to search, review, and manage your recurring subscriptions easily. Whether you're tracking customer payments, pausing subscriptions, or troubleshooting issues, Subscription Reports provide flexible search options to help you quickly locate the information you need.

What Are Subscription Reports?

Subscription Reports is your subscription search tool within your merchant portal that helps you search and manage your recurring billing customers. You can filter subscriptions using a variety of search criteria, view payment histories, and make updates.

When to Use Subscription Reports

  • Review upcoming recurring charges.
  • Pause or resume subscriptions.
  • Search for customer details related to subscriptions.
  • Download subscription data for reporting or recordkeeping.
  • Investigate failed transactions or billing issues.

Merchant Impact: Having immediate access to subscription details helps you proactively manage your customer billing, avoid failed payments, and maintain positive customer relationships.

Prerequisites

To access Subscription Reports, you must have the Access Recurring/Installment permission enabled for your user account.

How to Enable Permission

  1. Log in to your merchant portal.
  2. Navigate to Options > Settings > User Accounts.
  3. Click the username you want to edit.
  4. Under Permissions, check 'Access Recurring/Installment'.
  5. Click Save.

How to Access Subscription Reports

  • From the left-hand menu, select Recurring > List Subscriptions.
  • Or, from the homepage, select Reporting > Subscriptions.

How to Search Subscriptions

Use the Search Subscriptions form to locate specific recurring customers. You can filter your search using multiple fields:

You can search for subscriptions using the following fields:

  • Subscription ID: System-generated unique ID for each subscription.
  • Order ID: Your custom order ID entered during subscription creation.
  • First Name / Last Name: Customer name fields.
  • Account Number: Full or last four digits of the card or bank account.
  • Company: Customer company name, if provided.
  • Plans: Select a plan from your available plan list.
  • Min. Amount / Max. Amount: Filter subscriptions by payment amount range.
  • Start Date / End Date: Filter subscriptions by the date they were created; preset options like Today, This Month, etc. are also available.
  • Include Completed Schedules: Include subscriptions that have fully completed.
  • Include Deleted Schedules: Include subscriptions that have been deleted.
  • Only Show Expiring Credit Cards: Show subscriptions with expired or soon-to-expire credit cards.
  • Merchant Defined Fields: Use any custom fields you’ve created for additional filtering.

 

After searching, results will display matching subscriptions. Click on the Customer Hyperlink to view detailed subscription information.

Pausing and Resuming Subscriptions

You can pause subscriptions to temporarily stop future charges and resume them when ready.

Pause/Resume All Subscriptions

  • To pause all subscriptions, click Pause All Subs.
  • To resume all subscriptions, click Resume All Subs.
  • Example: If you have 2,000 active subscriptions, clicking Pause All Subs will pause all 2,000.

Pause/Resume a Single Subscription

  1. Search and locate the subscription.
  2. Click the Customer Name to open the subscription details.
  3. Check (or uncheck) the Subscription is paused box.
  4. Click Save.

Paused subscriptions say Paused under the billing information in the Details column.

Downloading Subscription Reports

You can download your subscription list by clicking Download Subscriptions. Available file formats:

  • Microsoft Excel (.xls)
  • Comma-Separated Values (.csv)

The downloaded report includes detailed subscription data, such as:

  • Subscription ID, Order ID, Plan Name
  • Payment counts (Created, Completed, Attempted, Remaining)
  • Account details (masked numbers, expiration dates)
  • Customer contact information
  • Billing and shipping details
  • Processor and transaction data
  • All Merchant Defined Fields

Note: Paused subscriptions are listed with status "Active" in downloaded reports.

Understanding Subscription Details

When viewing a subscription's detail page, you can manage:

Recurring Information

  • Subscription ID
  • Associated With : the username tied to the user who created the subscription
  • Billing Cycle: Active (ongoing or paused), Stopped (completed), Inactive (deleted).
  • Recurring SKU: An internal identifier generated for system use.
  • Payments: Total number of payments to be collected for the subscription.
  • Plan Name: The subscription plan name. If no plan is assigned, it will display "(CUSTOM PLAN)."
  • Next Charge Date: The scheduled date when the system will attempt to process the payment according to the subscription's billing cycle.

Payment Method Details

  • Credit Card: Includes an option to Skip the card when using 'Automatic Card Updater'.
  • Electronic Check: Includes routing, account, and holder details.

Customer Information

  • Customer name, address, phone, and email.

Processor

  • The processor assigned to handle the transaction. If no processor was chosen, this field will be blank.
  • You can change the processor at any point before the next charge date.

Important: After editing the processor, make sure to click Save at the bottom of the page.

Billing History

  • Full transaction history including statuses:
    • Pending Settlement: Payment succeeded, awaiting settlement.
    • Complete: Payment processed and settled.
    • Failed: Payment was unsuccessful.

Failed payments do not count toward completed payments. The system will continue charging until all successful payments are collected.

Error Messages

If a problem occurs during a billing attempt, an error message will appear in the Billing History along with a reference ID. For example, you may see an error that says "Amount exceeds the maximum ticket allowed", which means the transaction amount was higher than your account's maximum allowed transaction size.

Update Subscription Warnings

If your subscription is tied to a processor that has been disabled or deleted, you will see an Update Subscription warning when opening the subscription details. You must select a new processor or choose "Use Default" to continue processing.

Rerunning a Failed Subscription Payment

If a subscription payment fails, you can retry the charge in two ways:

Option 1: Change the Next Charge Date (Counts Toward Subscription)

  1. Go to Recurring > List Subscriptions.
  2. Open the subscription details.
  3. Update the Next Charge Date to a future date.
  4. Click Save.

The subscription will attempt to process the payment on the newly selected date. After that payment processes, the subscription will automatically return to its original recurring schedule based on the original billing frequency.

Option 2: Run a New Sale (Does NOT Count Towards Subscription Count)

  1. Go to Transaction Reports > Transaction Snapshot.
  2. From the dropdown, select Transaction Source and set the Start Date and End Date.
  3. Click Submit.
  4. Next to Recurring, click the magnifying glass and select View These Transactions.
  5. Find and click the Transaction ID of the failed payment.
  6. At the top of the page, click New Sale.
  7. The form will prefill with the original transaction’s details so you can quickly reattempt the charge.

Common Questions

Does the system email subscription reports automatically?
Yes. You can enable email notifications to receive recurring reports.

Can I generate a report showing the next billing date?
Yes. The downloaded subscription report includes a Next Charge Date column.

Can I use webhooks for subscription activity?
Yes. Webhooks can notify you when subscriptions or plans are added, updated, or canceled.

Need Help?

If you have any questions or need assistance, please contact your Merchant Service Provider.