Once subscribers are enrolled, day-to-day management covers changing plans when needs evolve, pausing temporarily, cancelling, and resuming.

💡 In short: Manage subscriptions from the Subscribers tab or from a pet/client's profile. Bulk operations let you handle multiple subscribers at once.

Before You Begin

📍 Permissions required: You need the Manage Health Plans permission.

The Subscribers Table

The Subscribers tab shows every subscription across all plans in one searchable, filterable table. Key columns:

Subscriber — pet or client name (click to open their profile)
Plan Name — plan they're subscribed to (click to open the plan detail page)
Subscription Status — Active, Paused, Pending Payment, or Cancelled
Animal ID — the pet's unique ID (matches the ID shown on the pet's profile page); blank for client subscriptions
Store — the store the subscriber's client belongs to; only shown when you're viewing subscriptions across the whole company
Payment Status — shows the current payment position for the subscription. While Direct Debit collection is still being established, you'll see one of these setup states instead of a payment outcome:
Not set up — collection details have not been provided yet; hover over the badge for details
Setting up — collection setup is still in progress; hover over the badge for details
Processing — payment collection is in progress; hover over the badge for details

Once collection is active, the badge switches to a payment outcome:

Paid — most recent invoice is paid in full
Not billed yet — payment method is on file and the first charge will be collected on the next billing date; hover over the badge for details
Failed — the last charge failed; update the payment method or process the payment manually
Unpaid — the most recent invoice has not been paid yet; hover over the badge for details
Total Redemptions — total value redeemed from allowances
Utilisation — percentage of limited allowances used
Eligibility — whether the subscriber still meets the plan's criteria Filters: Subscription Status, Payment Status (Paid, Not billed yet, Failed, or Unpaid), Subscriber Type, Species, Plan Name, Eligibility, and free-text search. Additional filters include Pet, Client, Plan Price, Total Redemptions, Total Allowance Value, and Utilisation. Each row has an actions menu (⋯).

Changing a Subscriber's Plan

From the Subscribers tab or a pet/client's profile: ⋯ → Change Subscription. The dialog shows the current plan, its status, when it started, the price, and a summary of allowance usage to date. When to apply the change:

Option	What happens
Immediately	Current subscription ends now, new one starts today.
Next Billing Period	Switch happens at the end of the current billing period. Subscriber keeps their current allowances until then.
Custom Date	Pick a specific future date.

⚠️ Existing redemptions are not transferred. Usage resets to zero under the new plan. Consider billing for any outstanding balance before switching.

For pet subscriptions, ineligible plans appear as greyed-out options in the dropdown. You can still select and apply them — a warning will appear, but the change is not blocked. If you select "Next Billing Period" or a custom date, a Scheduled Change badge appears on the subscriber's row. To cancel it: ⋯ → Cancel Scheduled Change.

Pausing and Resuming

To pause: ⋯ → Pause Subscription → confirm. When paused, allowances are frozen and cannot be redeemed. Pause Subscription is greyed out in two situations:

Money is outstanding — if the subscription has an unpaid invoice, the option is disabled and shows the amount you need to settle first. Collect or process the outstanding payment, then pause.
Collection in progress — if a Direct Debit or card payment is currently being collected, wait for the outcome before pausing.

To resume: Find the paused subscriber (clear the Active-only filter if needed) → ⋯ → Resume Subscription → confirm.

If the subscriber has a saved payment method on file, the method is still active, and the subscription was not paused because of a payment failure, you will also see a Resume using saved payment method button — click it to restart the subscription using the stored card or mandate without asking the client to re-enter their details.

If money is outstanding and there is no usable payment method on file, use Request Payment Details to send the client a new payment link. The subscription stays Paused while the client completes payment — it only moves back to Active once payment is successfully collected.

Resume is blocked in two situations:

Money is outstanding — if the subscription has an unpaid invoice, the Resume Subscription button is disabled and shows the amount you need to settle first. Collect or process the outstanding payment, then resume. If there is no active payment method on file, use Request Payment Details to send the client a new payment link; the subscription stays Paused until the client pays.
Pet marked as deceased — if the pet has been marked as deceased, its plans are automatically cancelled and cannot be resumed or reactivated. The Resume Subscription button is disabled with the message "This pet is marked as deceased, so its plans can't be resumed or reactivated."

A subscription paused because of a payment failure can be resumed normally once the outstanding balance is cleared — the pause reason alone does not block resumption.

When to pause vs cancel

Scenario	Pause	Cancel
Client travelling temporarily	✓
Pet recovering, plan not needed short-term	✓
Client leaving the practice		✓
Pet has passed away		✓

When a pet is marked as deceased, Lupa automatically cancels all of its health plan subscriptions — Active, Paused, and Pending Payment — with the reason "Deceased". Any outstanding payment links for pending plans are also expired. Vetsure-managed plans are not cancelled by Lupa and must be handled in Vetsure. Cancelled plans cannot be resumed or reactivated.

Cancelling

⋯ → End Plan → choose when the plan should end → select a reason → confirm.

The End Plan dialog asks When should the plan end? with two options:

At the end of the paid period — benefits continue until that date and no further payments are taken. The subscription moves to Cancelled on that date.
Immediately — benefits stop today. Any days already paid for are given up.

If the subscriber has a scheduled plan change, a warning appears in the dialog: ending the plan also cancels that scheduled change, and the plan they were due to switch to will not start.

Select a cancellation reason before confirming:

Switched Plan
Left Clinic
Deceased
Unhappy with Benefits
Payment Failure
Pet Transferred

If a subscriber is re-enrolled while a paused subscription is still open, Lupa automatically cancels the paused subscription with the reason Replaced by New Subscription. This happens in the background — you don't need to select it manually.

For subscriptions in Pending status, use ⋯ → Cancel Pending Subscription instead. A confirmation pop-up shows the subscriber's name and plan, and warns that any outstanding chase invite will stop working. This cannot be undone.

If a subscription belongs to a Vetsure plan, most actions are not available in Lupa — changing the plan, pausing, resuming, and processing payments are all hidden. However, you can cancel a Vetsure subscription from Lupa using the same cancel options described above (End Plan, Cancel Pending Subscription, or Cancel Scheduled Change).

When a new Vetsure subscription arrives and you are connecting it to an animal in Lupa, the "Find the animal to connect this subscription to" step now shows a summary of the incoming Vetsure subscription details — including the patient name, species, and client name — above the Animal search field. Use these details to confirm you are linking the subscription to the correct animal before searching.

When you search for a Vetsure subscription by patient name and nothing comes back, Lupa checks the New Vetsure subscriptions queue for a match against the client's email or surname:

If a match is found — a "Found in the new Vetsure subscriptions queue" panel appears, showing the patient name Vetsure has on record. Click Search with this name to retry the search using that exact name.
If no match is found — you will see "No matching subscriptions found" along with a reminder that Vetsure only returns a result 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.

When you cancel a Vetsure subscription, a warning appears before you confirm:

Disconnect Vetsure subscription — You are disconnecting an external Vetsure subscription on Lupa, but you must also disconnect it from Vetsure directly.

Cancelling in Lupa only removes the subscription from Lupa's records — it does not update Vetsure. Make sure you also cancel or disconnect the subscription in Vetsure itself.

For Vetsure subscriptions in Active, Paused, or Cancelled status, open the ⋯ menu and choose Sync from Vetsure to fetch the latest status directly from Vetsure and update it in Lupa — for example marking it as paused, cancelled, or reinstating it as active if Vetsure now reports it as live. A confirmation pop-up explains what the sync does; click Sync now to proceed. A message confirms whether the status was updated or was already up to date.

⚠️ Cancellation is permanent. A cancelled subscription cannot be reactivated. To rejoin, create a new subscription from the pet/client's profile.

Bulk Operations

Select multiple subscribers using the checkboxes, or use Select all to select every subscriber that matches your current filters across all pages. The bulk action bar appears at the top of the table. Vetsure subscriptions cannot be selected for bulk actions.

Action	What it does
Change Plan	Move all selected subscribers to a different plan. Choose when to apply.
Pause Selected	Pause all selected Active subscriptions. Subscriptions that owe money are skipped and listed separately. Subscriptions with a payment collection currently in progress, or otherwise in an ineligible state, are also skipped.
Resume Selected	Resume all selected Paused subscriptions. Subscriptions with an outstanding invoice, paused due to payment failure with no usable payment method, or belonging to a deceased pet are skipped. Others in an ineligible state are also skipped.
Cancel Renewal Selected	End the plan for all selected Active subscriptions at the end of their current paid period. Others are skipped.
Cancel Pending Selected	Cancel all selected Pending subscriptions. Any outstanding chase invites will stop working. Others are skipped.

Where some selected subscribers can't have the action applied, they're skipped and you'll see a message explaining how many and why.

Troubleshooting

Problem	Solution
Subscriber shows as Paused after closing the payment screen without paying	When you close the Add Payment pop-up during a new enrolment without recording a payment, Lupa asks you to confirm before closing. If you choose Close without payment, the subscription is kept as Paused so the invoice is preserved. Reopen the actions menu and choose the resume or payment option to complete enrolment.
Can't find a subscriber	Check your status filter — you may be filtering to Active only. Clear the filter to see all statuses.
Scheduled change didn't happen	Scheduled changes are processed hourly. Wait up to an hour.
Can't resume a cancelled subscription	Cancellation is permanent. Create a new subscription from the pet/client's profile.
Pause Subscription or Resume Subscription is disabled with an amount shown	The subscription has an unpaid invoice. Collect or process the outstanding amount shown, then pause or resume the subscription.
Can't resume a subscription that was paused for a payment failure	Once the outstanding balance is cleared, the subscription can be resumed normally — the pause reason alone no longer blocks resumption. If there is no active payment method on file, use Request Payment Details from the actions menu to send the client a new payment link. The subscription stays Paused until the client pays — it will move back to Active automatically once payment is collected.
Resume Subscription is disabled for a deceased pet	When a pet is marked as deceased, all its plans are automatically cancelled and cannot be resumed or reactivated. If the pet was marked deceased in error, correct the pet record first, then create a new subscription.
Bulk action skipped some subscribers	The action only applies to subscribers in the right state. The message will tell you how many were skipped and why.

Managing active subscriptions