Subscription Plans let your practice offer wellness memberships — monthly or annual packages that bundle routine care into a single recurring payment.

💡 In short: Create plan templates with pricing and allowances, enrol pets or clients, then track usage from one central page.

How Subscription Plans Work

Plan templates: A plan (e.g. "Gold Wellness Plan") with a name, price, billing period, and optional eligibility criteria. This is the blueprint.
Allowances: Each plan has one or more allowances that define what's included (e.g. "2 vaccinations per year", "unlimited flea treatments per month").
Subscriptions: When a pet or client is enrolled, a subscription is created. It tracks their billing period, status, and allowance usage.

Getting Started

Step	What to do
1. Create your first plan	Go to Plans tab → click New Plan. If your company has multiple clinics, do this at the Company Layer. Set name, price, billing period, and subscriber type.
2. Add allowances	Open the plan's detail page and add allowances.
3. Enrol subscribers	From the plan detail page or a pet/client profile.
4. Monitor	Check the Dashboard tab to track utilisation and subscriber counts.

Plan Types: Pet vs Client

	Pet Plan	Client Plan
Who subscribes	An individual pet	The client account
Allowances apply to	That pet's invoices only	Any invoice for that client, across all their pets
Eligibility criteria	Can restrict by species, age, and weight	No eligibility restrictions
Multiple subscriptions	A pet can have multiple active pet plan subscriptions	A client can only have one active client plan at a time

Both pet-level and client-level allowances are available at invoicing when applicable.

Subscription Statuses

Status	What it means
Active	The subscription is live. Allowances can be redeemed.
Pending Payment	Enrolment has been started but the first payment has not yet been confirmed. Allowances cannot be redeemed. The client is directed to a confirmation page after completing payment — their subscription moves to Active once payment is verified. You can cancel a pending-payment subscription if the enrolment is no longer needed.
Paused	Temporarily suspended. Allowances cannot be redeemed. You can resume a paused subscription unless the pet has been marked as deceased, or the subscription has an outstanding invoice — settle the invoice first before resuming.
Cancelled	The subscription has ended. No further allowances can be used. To rejoin, create a new subscription. If a pet is marked as deceased, Lupa automatically cancels all of that pet's plans — including any that were paused or pending payment — and blocks them from being reactivated.

Pause is temporary — use it when a client is travelling or a pet doesn't need the plan for a while. Cancel is permanent — use it when a client is leaving the plan for good.

If a subscription is linked to an external Vetsure policy, you can cancel it in Lupa using the Cancel Now option in the actions menu. Before confirming, Lupa will remind you that you must also disconnect the subscription directly in Vetsure — Lupa does not do this automatically.

For Vetsure subscriptions, you can also pull the latest status directly from Vetsure at any time using the Sync from Vetsure button in the row's actions menu. Lupa will fetch the current status from Vetsure and update the subscription if anything has changed — for example, marking it as paused or cancelled — then confirm whether an update was made. Cancelled subscriptions are never reactivated by this action.

Sending an enrolment invite

When you choose to send an invite to a client, a single pop-up lets you pick the send channel (Email, SMS, or both), preview the message, and click Send. The message is sent exactly as configured in the plan's communication settings — you cannot edit the content at send time. Once sent, you'll see a confirmation screen.

If you're enrolling a client on a free plan, no payment invite is available — the payment options are hidden automatically.

Choosing when the plan starts

When adding a subscriber, you choose when the plan starts under the Start section:

Immediately — The plan starts today.
Next billing period ({date}) — The plan starts at the beginning of the next billing period.
Custom date — The plan starts on a date you choose.

You can take payment at the desk with any start date — choose Immediately, Next billing period, or a Custom date and the Process Manual Payment button will still be available.

Payment method confirmation email

When a client completes their payment details but no charge is taken straight away — for example, when the plan has a future start date or the subscription is being converted from manual billing — Lupa automatically sends them a "Your payment method is set up" email. This confirms their card is on file, shows the plan name, the card's last four digits, and the date their first payment will be taken.

Payment Statuses

On the Subscribers tab and the plan detail page, each subscription shows a payment status badge. These tell you the state of the most recent charge.

Status	What it means
Paid	The most recent invoice has been paid in full. No action needed.
Processing	A payment has been authorised and is settling — for example, a Direct Debit working through the clearing window. No action needed; the status will update once the payment completes.
Failed	The most recent charge failed. Ask the client to update their payment details, or process the payment manually. Hover over the badge to see when the charge failed.
Unpaid	The most recent invoice has not been paid. Hover over the badge to see when the last charge failed, if applicable. Ask the client to update their payment details.
Not set up	No payment method is on file. Send the client a sign-up link to collect their details. On Lupa Pay plans, allowances cannot be redeemed until a payment method is set up.
Free plan	This plan has no charge — no invoices are generated for the subscriber.

The Subscription Plans Page

Navigate to Subscription Plans from the Apps Tab (Company Layer for multisite clinics, Store Level for single-site). Three tabs:

Dashboard — Subscriber counts, utilisation rates, and 30-day trends across all plans.
Plans — All plan templates as cards. Click any card to open its detail page to edit the plan, manage allowances, and view subscribers.
Subscribers — A searchable, filterable table of every subscription across all plans. Take per-subscriber actions or select multiple for bulk operations.

Renewals and Allowance Resets

Subscriptions automatically renew at the end of each billing period. The cycle runs from the enrolment date — if a pet is enrolled on the 15th of a monthly plan, renewal is the 15th of each month. At renewal, limited allowances reset to their full amount for the new period. Allowance periods are set per allowance and are independent of the plan's billing period — an annual plan can have allowances that reset monthly. If you change a plan's price, existing subscribers stay on their current rate until their next billing cycle.

Cancelled and paused subscriptions do not show a next-payment date in the Subscribers table.

Troubleshooting

Problem	Solution
Can't see Subscription Plans in the Apps Tab	Your role needs the Manage Health Plans permission. Check Settings → Roles & Permissions.
A pet shows as "Ineligible"	The pet doesn't meet the plan's eligibility criteria. Check the pet's profile, then review the plan's criteria on the detail page.
Allowance not appearing on invoice	Check: subscription is Active, allowance limit hasn't been reached, and the invoice item matches the allowance type.
Client's payment confirmation page shows an error or expired message	The payment link may have expired before the client completed payment, or the payment could not be verified. Ask the client to contact the practice directly. You can generate a new payment link from the subscription record if needed.
A subscription shows Failed or Unpaid payment status	The most recent charge did not go through or has not been paid. Ask the client to update their payment details, or process the payment manually from the subscription record. Hover over the badge to see the date of the failed charge where available. On Lupa Pay plans, allowances cannot be redeemed while the subscription is unpaid.
A subscription shows Processing payment status	A payment is in progress and will settle shortly — for example, a Direct Debit in the clearing window. No action is needed; the status will update automatically once the payment completes.
Can't resume a paused subscription	Two things can block a resume. If the subscription has an outstanding invoice, settle it first — you'll see a message prompting you to do so. If the pet has been marked as deceased, its plans cannot be resumed or reactivated.

Health plans overview