Product update
Recurring plans stay active while awaiting payment choice
Recurring plans waiting for the customer to pick card, bank, cash, or check no longer cancel automatically at the next billing cycle.
A collector should not lose storage billing because they took an extra week to choose ACH over card.
Why we built it
Many recurring plans start with Request payment choice—the customer picks card, bank, cash, or check from a link while the facility waits to charge. Previously, some plans canceled automatically when the next billing cycle arrived before the customer decided, which meant surprise gaps in storage revenue and awkward re-setup calls. Recurring plans stay active while awaiting payment choice keeps those plans on the books until staff change or cancel them, so billing staff can follow up instead of rebuilding the subscription from scratch.
Who it is for
- Billing teams who send payment-choice links from Add recurring or Flexible invoice finalization.
- Facilities that allow cash or check alongside card and bank for collector customers.
- Managers pairing this with Configurable billing emails and reminders and automatic payment-choice reminder emails for slow responders.
What you can do
- Create a plan on Payments → Recurring and choose a Payment option that asks the customer to add or select a method.
- See statuses such as Incomplete or Paused while waiting—those labels mean action is still needed, not that the plan vanished.
- Open Manage on the plan to Resume Billing, Change Payment Method, or resend requests when the customer is ready.
- Rely on follow-up emails (when enabled) instead of manually recreating the plan after every missed deadline.
How it fits your day
Plans still need a valid payment path before money moves—this change prevents silent cancellation while you wait. When the customer completes checkout, status should move toward Active; if not, check Streamlined customer invoice checkout on the customer side and confirm the link was not expired.
Get started
Review Manage recurring billing—especially Incomplete or Paused troubleshooting—and create a test plan that requests payment choice so your team knows which statuses to expect before go-live.
Questions about this update?
Book time with our team or browse the rest of the changelog.