The Subscription Plans dashboard and subscriber views show how your plans are performing — subscriber counts, utilisation, and allowance usage.
💡 In short: Monitor subscriber counts and utilisation from the Dashboard tab. Track individual allowance usage from the Subscribers tab or a pet's profile.
Before You Begin
📍 Permissions required: You need the Manage Health Plans permission.
How Allowances Are Applied at Invoicing
When you create an invoice for a pet or client with an active subscription:
Lupa checks all active subscriptions for matching allowances
Matching allowances appear as options on the invoice line item
Select the allowance to apply the discount — Lupa shows the remaining quantity
The discount is applied and usage is recorded when the invoice is saved
💡 Allowance usage is only recorded when a real invoice (draft or completed) is saved. Discarding an invoice does not count usage. Estimates show the potential allowance discount but do not consume any allowance — usage is only counted once the estimate is converted to an invoice.
For limited allowances, Lupa calculates remaining quantity by subtracting saved usage in the current period from the limit. The count updates in real time as you work through the invoice.
Converting an estimate to an invoice
When you convert an estimate that includes health plan allowance discounts, Lupa checks whether each allowance is still available. If another invoice has used up the allowance since the estimate was created, the discount may not carry over in full.
A Health plan allowances section appears in the conversion screen for any items that had an allowance applied. Each item shows one of three statuses:
Status | What it means |
Carries over | The allowance is still available and the discount will apply to the invoice as shown on the estimate. |
Carries over (partial) | Part of the allowance has been used elsewhere — only some of the discount carries over. The item bills at full price for the remainder, and the extra amount is shown. |
Won't carry over | The allowance has been fully used this period. The item will bill at full price, and the extra amount is shown. |
Review this section before confirming the conversion so you can discuss any price changes with the client.
When allowances won't appear on an invoice:
Paused subscriptions — if a subscription is currently paused, its allowances are not offered on new invoices. If you are backdating an invoice to a date when the subscription was active, the allowances will appear as normal.
Outstanding or failed payment (Lupa Pay practices) — if the subscription has an unpaid balance, no payment method on file, or a failed payment, allowances cannot be applied until the payment situation is resolved. If a Direct Debit payment is still processing (settling through the clearing window), allowances are available as normal.
The Dashboard
Navigate to Subscription Plans → Dashboard tab.
Stats Cards
Metric | What it means |
Active Subscribers | Total currently active subscriptions across all plans. |
Cancelling Subscribers | Subscriptions that have been cancelled but haven't yet reached their end date. These subscribers still have access to allowances until the current period expires. |
Average 30d Net Change | Average percentage change in subscribers over the last 30 days (sign-ups minus cancellations). |
All-Time Average Utilisation | The proportion of total available allowance value that has been redeemed, across all plans and all time. |
Plans Table
Column | What it shows |
Plan Name | Click to open the plan's detail page |
Type | Pet or Client |
Status | Active or Cancelled |
Price | Price per billing period |
Active Subscribers | Current active subscriptions for this plan |
Ineligible Subscribers | Subscribers who no longer meet the plan's eligibility criteria. They can still use their allowances — this is a flag for review. |
Net Change (30d) | Sign-ups minus cancellations in the last 30 days |
Usage (30d) | Number of allowance redemptions in the last 30 days |
Utilisation (30d) | Average allowance utilisation rate over the last 30 days |
Tracking Individual Subscriber Usage
From the Subscribers Tab
Navigate to Subscription Plans → Subscribers
Find the subscriber in the table
The Total Redemptions and Utilisation columns show aggregate usage
Click ⋯ → View Utilisation History for a full breakdown grouped by allowance period
To export the list, click Export in the toolbar. Lupa downloads a CSV file containing the rows currently shown — your active filters, search, and sort order are all respected, so filter the list first if you only want a subset.
From the Pet Profile
Open a pet's profile page
Click the Subscriptions tab
View the active subscription with plan name, billing period, and total redemptions
Inside the Utilisation History view
Usage is grouped by allowance period — for example, the current annual period runs from the subscription's anniversary date, not the calendar year. Each period shows the allowances redeemed within it, with included, redeemed, and available quantities.
Use the Search allowance or item box at the top to filter by allowance name or item.
Payment Status Badges
On the Subscribers tab and a plan's subscriber list, each subscriber shows a payment status badge. Use the filter to narrow the list by status.
Badge | What it means | Action needed? |
Paid | Most recent invoice is paid in full. | None |
Processing | A payment is in progress and will settle shortly — for example, a Direct Debit moving through the clearing window. | None — check back later |
Failed | The most recent charge failed. | Ask the client to update their payment details, or process the payment manually |
Unpaid | No charge has been attempted yet for the latest invoice. | Follow up with the client |
Not set up | No payment method is on file. | Send the client a sign-up link |
Free plan | This plan has no charge — no invoices are generated. | None |
Understanding Utilisation
Utilisation % = (Total value redeemed ÷ Total value available) × 100 Calculated across all limited allowances, averaged per billing period since the subscription started. Unlimited allowances are excluded.
Troubleshooting
Problem | Solution |
Dashboard shows 0 for all stats | No active subscriptions yet. Enrol subscribers first. |
Utilisation seems wrong | Utilisation only counts limited allowances. If most allowances are unlimited, the metric won't be meaningful. Also confirm invoices with allowance usage have been saved, not discarded. |
A subscriber shows Failed but you expected Unpaid | Lupa now distinguishes between a charge that was never attempted (Unpaid) and one that was tried and bounced (Failed). If the most recent charge failed, the status will show as Failed — update the payment method or process the payment manually. |
A subscriber shows Processing but payment hasn't arrived | Processing means a payment is in progress — for example, a Direct Debit settling through the clearing window. No action is needed; the status will update once the payment settles. |
Allowances not showing for a subscription | Check the subscription's status. If it is Paused, allowances won't appear on today's invoice. If you are backdating the invoice to a date when the subscription was active, the allowances should appear. If the subscription is on a Lupa Pay plan with a Failed, Unpaid, or Not set up payment status, resolve the payment first. A Processing status (for example, a Direct Debit moving through the clearing window) does not block allowances. |
Usage not recorded after invoicing | Ensure the allowance was selected on the line item (not just matching) and the invoice was saved. If you are working from an estimate, usage is not recorded until the estimate is converted to a real invoice — this is expected behaviour. |
Can't find a specific subscriber | Check your filters on the Subscribers tab — you may be filtering to Active only when the subscriber is Paused or Cancelled. |