Your subscriptions page
The Your subscriptions page is where your subscribers can go to view their subscriptions and make changes. In this article we will cover:
- How to access the Your subscriptions page
- What the page shows
- Actions the end user can take on the page
Accessing "Your subscriptions"
Your subscribers will automatically be sent a link to their subscription page each time a payment on their subscription is made or when a payment has failed. If they cannot find an email with this link, they can also head to Find your purchased tickets on ticketco.events and input their email or phone number to receive a link directly to their Your subscriptions page. You can also access the page on behalf of a customer by using the Share link on your All Subscriptions dashboard:
Up-to-date subscription summary
Once a subscriber has accessed their unique subscription page, they will have a clear overview of the status of their current subscription.
Firstly, you will notice that the page is branded according to the organiser/club who the customer has purchased a subscription to. The customer will also find the following information on this page:
- Event: The name of the subscription
- Location: The location of the subscription, which will likely be the stadium name
- Next event: This is the name and date of the next coming event which the subscriber has access to as a part of their subscription
- Organizer: The name of the organiser or club which the subscription was purchased from
- Last payment: When the subscription was last successfully charged
- Next payment: When the subscription is next due to be charged
- Status: The current status of the subscription - this may be active, cancelled, overdue or terminated
- Payment day: The day of the month on which the subscription is charged, and next to this is the option to Change this
- Payment card: Displays the last four digits of the payment card which the monthly payments will be withdrawn from, and next to this is the option to Change payment method
- Legal terms: Link to the legal terms which were accepted upon purchase of the subscription
- Group PDF: Button to download a copy of the subscription PDF
- Cancel subscription: Option to cancel subscription
- Your active items: A summary of the individual seats/tickets contained within the subscription, including buttons to download individual PDFs
Changes to the subscription
Updating payment card
If a subscription has become overdue due to e.g. expired card or refused card, the subscriber will need to update their payment card in order to resolve this and reactivate their subscription. They can do this using the Change payment method button on this page.
Please note that once a payment card is updated, the subscription will be reactivated and the system will attempt to withdraw any missing payments over subsequent days. That is to say, if a subscription was overdue in January, and the card is updated in April, the customer will then be withdrawn over 4 consecutive days in order to settle the outstanding payments (for January, February, March and April). A receipt will be generated for each payment and sent to the customer.
Adjusting payment day
|If a subscription has become overdue due to a balance issue, they may want to adjust the day in the month that they are withdrawn so that this coincides with when they have funds available on their card. They can do this used the Change payment day button on this page.
If the 31st is selected, this will in reality be the last day of each month (28th February, 31st March, 30th April, etc.).
- Note that if the customer chooses to set the date back in time from when they are due to be withdrawn (i.e. if they try to manipulate the system), they will be withdrawn on the same day, and they will be notified of this.
- If the subscription is cancelled within the lock-in period, the termination date is still calculated based on the date the customer initially subscribed. This can mean that if they then change the payment date, this will not affect the termination date if they have chosen to cancel within the lock-in period.
- However, the termination date when the subscription is outside of the lock-in period is based on the next payment date, so that date will be adjusted according to any changes the subscriber may have made to the payment date.
Cancelling the subscription
The customer can also use the Cancel subscription button to end their subscription. It is important to note that although they can select this option whilst still within the lock-in period, their subscription will continue to be valid, and they will continue to be charged, until the lock-in period is fulfilled. They will be informed of this should they select this option during the lock-in period.
Outside of the lock-in period, their subscription will remain valid until the next payment date minus 1 day, so they will not be charged again, and the subscription will run for the remainder of the month. Again, they will be informed of this upon cancellation of the subscription.
Should a subscriber want to stop their subscription immediately, be that within or outside of the lock-in period, they will need to contact you directly, and you can use the Terminate button on the Report page. This will end the subscription straight away, meaning it can no longer be scanned and no more charges will be made.
A cancelled subscription will have the status "cancelled", and will still be able to be scanned, until the termination date has been reached, at which point it will inherit the Terminated status instead.