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.

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

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

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:

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

To pause: ⋯ → Pause Subscription → confirm. When paused, allowances are frozen and cannot be redeemed. The subscription can be resumed at any time. 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.

Resume is blocked in two situations:

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.

⋯ → Cancel Now → select a reason → confirm. Cancellation reasons:

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.

Cancel Now stops the subscription from renewing at the end of the current period. The subscriber keeps their allowances until then, then the subscription moves to Cancelled.

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 (Cancel Now, 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 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, a separate Sync from Vetsure button appears on the pet or client's profile. Click it 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.

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.