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
Payment Status — shows the current payment position for the subscription. Possible values:
Paid — most recent invoice is paid in full
Processing — a payment is in progress and will settle shortly; no action needed
Failed — the last charge failed; update the payment method or process the payment manually
Unpaid — no charge has been attempted yet
Not set up — no payment method on file
Free plan — this plan has no charge
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, 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. 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 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.

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		✓

Cancelling

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

Switched Plan
Left Clinic
Deceased
Unhappy with Benefits
Payment Failure
Pet Transferred 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, the actions menu (⋯) is disabled — hovering over it shows the message "This subscription is managed in Vetsure, so actions are not available in Lupa." Pause, resume, cancel, and plan-change actions are not available for Vetsure subscriptions in Lupa.

For Active or Paused Vetsure subscriptions, 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 or cancelled. 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. Cancelled subscriptions are never reactivated by this action.

⚠️ 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. 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. Others are skipped.
Resume Selected	Resume all selected Paused subscriptions. Others are skipped.
Cancel Renewal Selected	Cancel renewal for all selected Active subscriptions.
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 dismissing the payment screen	If you open the manual payment screen during enrolment and then close it without paying, 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.
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