Use the Admin → Monetization pages to see who's subscribed, cancel or extend a member's subscription, give free access, and refund payments. Subscribers covers members' subscriptions, Payments and Member Invoices cover what they paid, and Space Purchases covers one-time space sales.
Who can do this: Community owners and admins. · Where: Web (admin console). · Plan: Available when your platform plan includes Paid memberships.
Find a subscriber
- Go to Admin → Monetization → Subscribers.
- Use the search box, or filter by Status (Active, Trial, Past Due, Cancelled, Expired) and by Plan.
- Open a row's actions menu and click View Details to see the plan, Billing Channel, start date, and when the current period or trial ends.
To see the subscribers of one plan, open that plan's actions menu on Subscription Plans and click View subscribers.
Cancel a member's subscription
- On Subscribers, open the member's actions menu and click Cancel Subscription.
- Under Cancellation Timing, choose:
- At end of billing period (recommended): the member keeps access until the current period ends.
- Immediately: access is removed right away. This can't be undone. Use it for policy violations.
- Optionally add a Reason as an internal note, then click Cancel Subscription.
Cancelling stops future charges. To give money back, also refund the invoice from Member Invoices.
Extend a trial or give a member free access
- Extend a trial: for a subscriber whose status is Trial, click Extend Trial in the actions menu, enter the Additional Days, and click Extend Trial. The days are added to the current trial end date.
- Grant free access: on Subscribers, click Grant Complimentary. Choose the Member, a Plan, and a Duration (months), add an optional reason, and click Grant Access. The member gets the plan's access without paying. A member can hold only one subscription at a time, so you can't grant one to someone who already has an active subscription.
Review payments and member invoices
- Admin → Monetization → Payments lists subscription payments with their amount, status, channel, and payment method. The top cards show Total Revenue, Avg. Transaction, and Pending Payments. Search by invoice number or the card's last 4 digits, filter by Status, and download an invoice.
- Admin → Monetization → Member Invoices lists invoices by member, with the billing Period and Channel. Search by member name or email. This is where you issue refunds.
On Payments, invoice statuses are Paid, Open (not paid yet), Refunded, Partially Refunded, Void, and Uncollectible. On Member Invoices, some rows show them differently: Partially refunded, Voided, and Written off (for Uncollectible).
Refund a subscription payment
- Go to Admin → Monetization → Member Invoices.
- Find a Paid invoice and click Refund.
- Check the Refund amount. It defaults to the full amount; lower it for a partial refund.
- Choose a Reason and, optionally, add a Note. The note is visible only in the audit log.
- Click Continue, review the summary, and click Confirm Refund.
The refund is issued through Stripe and can't be reversed. To refund a one-time space purchase, use Space Purchases instead. See Sell access to a single space.
Handle a member's failed payment
When a renewal payment fails, the subscription shows Past Due on Subscribers, and the invoice shows Open until it's paid. The member fixes it by updating their payment method from their Subscription & Billing page; see Manage your membership and payments. In a paid community, they keep access in the meantime and see a banner asking them to update their card.
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