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, optional eligibility criteria, and an optional Analysis Code for internal reporting. 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. You can also add an optional Analysis Code to group the plan in your internal reporting.
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 and no billing takes place. Lupa automatically pauses a subscription if payment collection fails repeatedly; you can also pause one manually from the actions menu. Hover over the Plan Status badge to see whether the plan was paused by the clinic or by Lupa because of a payment problem, and how many paid-for days remain in the current period. If the subscription has an outstanding balance, Pause is greyed out in the actions menu and shows the amount you need to settle first — for example, "Settle £24.00 first." Clear the balance, then pause. Similarly, Resume is greyed out on a paused subscription that still owes money — settle the balance first, then resume manually. If the balance is from a failed collection and the client has no payment method on file, use Request Payment Details from the actions menu to ask them to update their details. The plan does not resume automatically; you still need to resume it manually once the balance is cleared. You cannot resume a plan if the pet has been marked as deceased. When you resume, Lupa shifts the billing dates forward to account for the time the plan was paused, so the client is not charged for days they did not have cover.
Cancelled	The subscription has ended. No further allowances can be used. To rejoin, create a new subscription. If the client already has a paused subscription on the same plan, Lupa automatically cancels it as Replaced by New Subscription before creating the new one — you will not end up with two open rows. 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.

Analysis Code

Each plan has an optional Analysis Code field — a short internal code you assign to group plans together in your analytics reports. You can set or update it when creating or editing a plan. The hint beneath the field reads: "Internal reporting code used to group health plan performance in analytics".

If your practice promotes a store-level plan up to the company level and the Analysis Code on the store plan differs from the company plan, Lupa will flag this as a mismatch and block the promotion until the codes match — the same way it handles mismatches in Price, Billing Period, and Subscriber type.

Pause is temporary — use it when a client is travelling or a pet doesn't need the plan for a while, and only when the account has no outstanding balance. End Plan is permanent — use it when a client is leaving the plan for good. You can choose to end at the close of the current paid period (so the client keeps their remaining cover) or immediately.

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.

To refresh your practice's list of available Vetsure Health Plans, go to Settings → Integrations → Vetsure Health Plans and use the refresh option there. If the refresh fails, Lupa will show you the specific reason alongside a copyable error reference to share with support.

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 use the QR code or copy payment link action instead, Lupa generates the link only — no email or SMS is sent to the client automatically. If the client already has a paused subscription on the same plan, this action will show an error; resume the paused subscription first rather than enrolling again.

If your practice has Terms and Conditions configured for the health plan, Lupa automatically appends them to the bottom of every enrolment email — including QR invites, send-to-client invites, and bulk enrolment emails. If no terms are configured, the email is sent without a terms block.

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.

Recording payment during enrolment

When you enrol a pet or client with manual payment, Lupa opens an Add Payment pop-up. If you close that pop-up — using the X, pressing Escape, or clicking outside — before recording a payment, Lupa asks you to confirm: "Close without payment?" Click Close without payment to cancel and roll back the new subscription, or Keep adding payment to return to the pop-up. If you close without paying, the subscription will not be created.

Ending a plan

To stop a subscription from renewing, open the actions menu on the subscription row and choose End Plan. A pop-up asks when the plan should end:

At the end of the paid period ({date}) — The plan stays Active and the client keeps their benefits until that date. No further payments are taken. The subscription shows as Active – ending until the date arrives, then Lupa cancels it automatically.
Immediately — Benefits stop today. Any days the client has already paid for are given up.

If the subscription was due to switch to a different plan, a warning appears before you confirm. Proceeding also cancels the scheduled plan change — the incoming plan will not start.

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. If your practice has Terms and Conditions configured for the health plan, Lupa appends them to this email as well.

Plan Statuses

Each subscription row shows a Plan Status badge. Hover over it for more detail. This is separate from the overall subscription lifecycle status (Active, Pending Payment, Paused, Cancelled) and gives a finer-grained view of what is happening on the plan right now.

Status	What it means
Active	The subscription is live. Allowances are available and billing is running.
Active – changing	The client is switching to a different plan on a future date. Benefits continue on the current plan until then.
Active – ending	Renewal has been stopped. Cover runs to the end of the current paid period and nothing further is charged. Lupa cancels the subscription automatically when that date arrives.
Pending	Enrolment has started but the first payment has not yet been confirmed. Allowances cannot be redeemed.
Scheduled	The subscription is set to start on a future date.
Paused	The subscription is paused. Allowances are frozen and no billing is taking place. Hover over the badge to see whether it was paused by the clinic or by Lupa because of a payment problem, and how many paid-for days remain in the current period.
Cancelled	The subscription has ended. No further allowances can be used.

Payment Methods

The Payment Method column on the Subscribers tab and the plan detail page shows how Lupa Pay will collect the next payment. Hover over the badge for guidance on what to do next.

Payment Method	What it means
Card ••{last four} or Card	A card is on file. Lupa Pay charges it automatically each cycle.
DD ••{last four} or Direct Debit	A Direct Debit mandate is on file. Lupa Pay collects via the bank each cycle.
Manual	No automatic payment is set up. Use Process Now to record each cycle's payment in person.
Awaiting setup	The client has been asked for payment details but has not completed setup yet. Chase if it drags on.
Not set up	No payment details were ever provided, and collection is now due. Send a payment request to the client.
Card expired	The saved card cannot cover the next collection. Request new card details from the client.
Card removed	The saved card was deleted. Request new card details from the client.
DD cancelled	The Direct Debit is no longer usable — cancelled by the client, or the setup never completed at the bank. Call the client, then resend the payment link.
Unknown	Lupa could not read this plan's payment method. Open the client record to check it.

Payment Statuses

On the Subscribers tab and the plan detail page, each subscription shows a badge reflecting either the state of Direct Debit collection setup or the outcome of the most recent charge.

Collection setup states — shown while Direct Debit is being established, before any payment outcome exists:

Status	What it means
Not set up	The client has not yet provided their Direct Debit details. Hover over the badge to see the tooltip: "Collection details have not been provided yet."
Setting up	The Direct Debit mandate is still being established. Hover over the badge for more detail. No payment has been attempted yet.

Payment outcome states — shown once a charge has been attempted or a payment method is confirmed:

Status	What it means
Not billed yet	No charge has been taken yet. For plans with a stored card or Direct Debit, the first payment will be collected on the next billing date. For manual plans that are scheduled to start in the future, this shows until the first invoice is raised.
Processing	Payment is in progress and will settle shortly. No action needed.
Paid	The most recent invoice has been paid in full. No action needed.
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. On Lupa Pay plans, allowances cannot be redeemed while this status shows.
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. On Lupa Pay plans, allowances cannot be redeemed while this status shows.

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. When you bulk-pause subscriptions, Lupa skips any that cannot be paused and tells you why: subscriptions with an outstanding balance are listed separately from those that are not active or have not started yet.

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.

Vetsure Integration

Searching for a Vetsure subscription

When you search for a Vetsure subscription from a pet's health plan page, Vetsure only returns a result when the patient name matches exactly. A hint beneath the search field reads: "Vetsure only returns a subscription when the patient name matches exactly. Check how the animal's name is spelled in Vetsure — it is often the animal's name followed by the owner's surname."

If the search returns nothing, Lupa automatically checks the New Vetsure subscriptions queue for a captured subscription that matches the client. If one is found, a panel labelled Found in the new Vetsure subscriptions queue appears, showing Vetsure's own patient name and a Search with this name button. Click it to retry the search using the exact name Vetsure has on file.

New Vetsure subscriptions queue

The New Vetsure subscriptions queue lists Vetsure subscriptions that arrived automatically but could not be matched to a client and animal in Lupa. Use the search bar to find entries by animal, client, or subscription ID. Subscriptions that are already connected to a Lupa record drop off the list automatically.

To connect an entry:

Find the card in the queue. Use the animal search on the card to find the matching animal in Lupa — selecting an animal selects that entry.
Click Next to move to the Confirm step, which shows the matched Vetsure plan and payment options.
Review the details and confirm to link the subscription.

If no active Vetsure plan matches the subscription's product, the card shows: "No active Vetsure plan matches this subscription's product. Refresh your Vetsure health plans first, then try again." Go to Settings → Integrations → Vetsure Health Plans and refresh before trying again.

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 either status shows.
A subscription shows Not set up or Setting up in the payment status column	These badges appear while Direct Debit collection is being established — no payment has failed. Not set up means the client has not yet provided their Direct Debit details. Setting up means the mandate is still being created. No action is needed from you unless the status does not change after a reasonable time — contact support if you are concerned. If you see Processing in the payment status column instead, that means a charge is in progress and will settle shortly — no action needed.
The Payment Method column shows Card expired, Card removed, DD cancelled, Awaiting setup, or Not set up	The payment method on file can no longer be used, or was never completed. Hover over the badge for the recommended next step. For an expired or removed card, request new card details from the client. For a cancelled Direct Debit, call the client and resend the payment link. Awaiting setup means the client was asked for details but has not finished — chase them if it has been a while. Not set up means no details were ever provided and collection is now due — send a payment request.
Can't resume a paused subscription	Two things can block a resume. If the pet has been marked as deceased, its plans cannot be resumed or reactivated. If the subscription has an outstanding balance, Resume is greyed out in the actions menu and shows the amount to settle — clear the balance first, then resume manually. If the balance is from a failed collection and the client has no payment method on file, use Request Payment Details from the actions menu to ask the client to update their details. The plan does not resume automatically; you still need to resume it manually once the balance is cleared. When you resume, Lupa shifts the billing dates forward to account for the pause, so the client is not charged for days they did not have cover.
Can't find the Vetsure Health Plans settings page	Go to Settings → Integrations → Vetsure Health Plans. If the entry isn't visible, check that Vetsure is enabled for your company and that your role has the Update Health Plans permission.

Health plans overview