Suspending & Cancelling Subscriptions¶
Suspending a Subscription¶
Suspending removes internet access from a subscriber without closing their account. The subscriber can be reactivated at any time, typically after a payment is made.
How to Suspend¶
From the Subscriptions page:
- Find the subscriber in the list
- Click the actions menu ( ⋮ )
- Click Suspend
- Confirm the action
From the Subscriber Detail page:
Click the Suspend button in the header or in the Subscription tab Quick Actions.
What Happens on Suspension¶
- Subscriber status changes to SUSPENDED
- RADIUS session is terminated (subscriber is disconnected)
- No further internet access until reactivated
- Subscription record remains — expiry date is preserved
- The subscriber still appears in your subscriber list and all their history is intact
Note
Suspension is reversible. Use Reactivate at any time to restore access without losing the subscription record or payment history.
Reactivating a Subscription¶
- Find the suspended subscriber
- Click the actions menu ( ⋮ ) → Reactivate (Subscriptions page)
or click Reactivate in the Subscriber Detail page header - Confirm
The subscriber's RADIUS credentials are re-provisioned and internet access is restored immediately.
Tip
If the subscriber's subscription has already expired (past end date), reactivating alone will not restore access long-term — use Renew / Change Plan to extend their subscription and reactivate in one step.
Cancelling a Subscription¶
Cancellation ends the subscription permanently. The subscriber account remains but has no active plan.
How to Cancel¶
- From the Subscriptions page, click actions ( ⋮ ) → Cancel Subscription
- Optionally enter a reason for the cancellation (for your records)
- Click Cancel Subscription to confirm
Screenshot: Cancel Subscription dialog — add image here
Internet Access is Removed Immediately
Cancelling a subscription removes RADIUS access immediately, even if the subscriber has paid-up time remaining. Only cancel if the subscriber has explicitly requested to leave or if the account is being closed.
Cancel vs Suspend vs Terminate¶
| Action | Access Removed | Account Remains | Can Be Reversed |
|---|---|---|---|
| Suspend | Yes | Yes | Yes — Reactivate |
| Cancel Subscription | Yes | Yes (no plan) | Yes — add new subscription |
| Terminate Account | Yes | No | No |
Use Suspend for non-payment or temporary holds.
Use Cancel Subscription when a subscriber is leaving but may return.
Use Terminate only for permanently closing an account.
Automatic Suspension (Grace Period)¶
Subscriptions that expire without renewal automatically enter a grace period (default: 7 days). During the grace period:
- The subscriber retains internet access
- A countdown is shown on their Subscription tab
- At the end of the grace period, the subscriber is automatically suspended
The grace period length is configured per plan. Operators can manually renew at any time during or after the grace period to restore access without disruption.