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 the invoice is saved. Discarding an invoice does not count usage.
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.
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 payment (Lupa Pay practices) — if the subscription has an unpaid balance or no payment method on file, allowances cannot be applied until the payment situation is resolved.
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
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 an Unpaid or Not set up payment status, resolve the payment first. |
Usage not recorded after invoicing | Ensure the allowance was selected on the line item (not just matching) and the invoice was saved. |
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. |