Managing customer accounts, access and subscriptions
Once your account site is available, you can manage customer access from the site's **Accounts** tab. Customers handle their own profile and supported billing tasks through the pages you publish. ### Review customer accounts Open **Sites → your site → Accounts**, then expand **Customer accounts**. This shows customer accounts and their status. Where approval is required, review the request and select **Approve** when you are ready to grant access. For an active account, **Disable** is available to restrict account access. Treat access changes and subscription cancellation as separate tasks; do not assume disabling an account stops its billing. ### Manage team member roles and access Changing a team member's role uses a **Review and update** flow with an explicit Save/Cancel boundary. Before saving, you see a summary of the member's current role alongside the billing and admin consequences of the change. Revoking or restoring account access, and revoking a pending invitation, each use a **Review and apply** confirmation. The panel names the person, shows their before and after access state, and requires an explicit confirmation before anything changes. **Stale review protection:** The member's role and status are refreshed before a change is committed. If the record has been updated by another admin since you opened the review, Hub rejects the stale submission and asks you to reload before trying again. **Pending memberships** show provider-approval status and do not offer an invalid restore option. **Error handling:** A save error keeps your draft open so you can retry without re-entering your changes. If a list refresh fails after a successful access change, Hub reports it as a refresh problem rather than treating the access change itself as failed. ### Manage organisation membership If you allow organisation accounts, customers can share an account with teammates. Customers with the appropriate administrator role can use the Members page to invite teammates and manage membership. Billing permissions determine who can manage subscriptions and payments. These customer roles apply to the account area. They do not grant access to your internal Hub workspace. ### Control access to content and services Use **Page access** to decide whether a page is public, available to signed-in customers, restricted to account members or dependent on subscription or app access. For subscription-based pages, choose the required product or connected-app feature. For example, you could make: - A getting-started page available to any signed-in customer. - A customer resource library available to account members. - Premium content available only to customers with the relevant subscription. Signing in establishes who the customer is. Your access settings determine what they can use. ### Free services Customers who are verified Hub workspace members see their Hub service listed under **Services** without needing a paid subscription. The services page shows a neutral message when no services are active — it does not imply that a subscription is required. Free workspace membership is checked independently of paid entitlements and does not create any commercial grants. ### Invoices and payments The customer **Invoices and payments** area is organised into three tabs: | Tab | What it shows | |---|---| | **Invoices** | Invoice list with search, status filter and date filter. Includes download and detail actions. | | **Payment activity** | Logged payment events, excluding no-charge items by default. | | **Shared invoices** | Invoices shared across connected accounts. | The tab selection and filters are retained when the customer navigates away and returns. Cursor pagination is used for all three lists. Customers can download invoices from the list or from the invoice detail view. The same invoice route used by legacy links remains accessible. ### Subscription trials on native Hub offers When a customer is on a no-card native Hub trial: - The overage toggle for metered AI usage is disabled during the trial. This prevents metered charges from entering the initial invoice. - The trial end date is shown in the customer controls with an explanation of the restriction. - A customer with a saved card does not automatically convert to paid at the trial end — explicit paid renewal confirmation is required. - A confirmed paid purchase after expiry requires settlement and grants no further trial. Existing subscriptions retain their accepted trial and billing behaviour. ### Let customers manage their subscriptions Customers with billing permission can use the **Subscriptions** page to view their plans and perform the actions available for each subscription. Plan change previews show the **full list of recurring prices** that would apply after the change — including any module bundles and usage meters — so customers can confirm the total cost before proceeding. Previewing a plan never makes a change to a subscription. Ended or cancelled subscriptions show **Next charge: None** and do not display a plan-change option. Customers can still review their billing history through **Invoices and payments**. If a customer on a classic Stripe billing setup attempts to preview a billing interval change (for example, monthly to yearly), they will see an actionable message explaining that a one-time billing-mode update is required first. Contact your Hub provider to arrange this before the customer tries again. ### Help a customer who cannot see their service Start by checking: 1. **Their sign-in email:** are they using the identity associated with their membership? 2. **Their selected account:** have they opened the correct personal or organisation account? 3. **Their membership:** is it active, pending approval or disabled? 4. **The access requirement:** does the page or service require a particular subscription or feature? 5. **The connection:** is the service configured for the correct site and environment? 6. **Free services:** if the customer is a Hub workspace member, verify that the workspace link is correctly associated with their account. Free Hub access does not require a paid subscription. ### Monitor customer activity The **Monthly active customer members** section shows how many distinct customer members were active during the month. Use this to understand adoption of your account area. It is an activity measure, rather than a count of paid subscriptions.