How to use the Customer Portal to let users manage their own subscriptions

The Customer Portal in 4Geeks Payments is a secure, self-service interface designed to empower your subscribers. It allows them to manage their own billing details, update payment methods, download invoices, and cancel subscriptions without needing to contact your support team. By utilizing this portal, you can significantly reduce administrative overhead and improve customer satisfaction through transparency and autonomy.

Prerequisites

To effectively use the Customer Portal feature, ensure you meet the following requirements:

• A 4Geeks Payments Account: You must have an active merchant account.
• Active Recurring Plans: You need at least one active recurring plan created in the 4Geeks Console.
• Active Subscribers: The portal is generated specifically for customers who are currently subscribed to a plan.

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How to Use the Customer Portal

Step 1: Share the Portal Access with Your Customers

4Geeks Payments automatically generates a unique, secure URL for every subscriber. You do not need to build this page; it is ready to use.

1. Log in to the 4Geeks Console.
2. Navigate to Sales > Recurring Plans in the left-hand menu.
3. Select the specific plan containing the subscriber you wish to manage.
4. Locate the subscriber in the list and click on their name to view their details.
5. Copy the Customer Portal URL provided in the subscriber's profile.
6. Share this link directly with your customer via email, WhatsApp, or your preferred communication channel.
   • Tip: 4Geeks can also send an automated email invitation containing this link when you first register a subscriber.

Step 2: Customer Actions (What Your Users Can Do)

Once your customer clicks the secure link, they will access a branded portal where they can perform the following actions independently:

Update Payment Methods

• Action: In the "Payment Method" section (usually middle-right), customers can see their current card details (e.g., "Visa ending in 4242").
• Instruction: Click the Edit Payment Method button to securely enter new credit card details (Number, Expiry, CVV). This is essential for preventing service interruptions due to expired cards.

Cancel Subscriptions

• Action: Locate the "Current Subscription Details" section (top-right).
• Instruction: Click the Cancel Subscription button. This will stop future billing cycles immediately, though the current period may remain active depending on your plan settings.

Download Invoices and Receipts

• Action: Scroll to the "Invoice History" section (bottom-right).
• Instruction: Customers can view a full list of past payments. Clicking on a specific transaction date allows them to download an official PDF receipt or invoice for their records.

View Subscription Status

• Action: Check the dashboard overview.
• Instruction: The portal displays the Next Review Date (renewal date), the current plan name, and the exact amount to be charged next.

Common Use Cases

• Scenario 1: The "Expired Card" Fix
  • Situation: A long-term subscriber's credit card expires, causing a payment failure.
  • Application: Instead of calling your support line, the customer uses their personal Portal link. They click "Edit Payment Method," enter their new card information, and the system automatically retries the payment, restoring their service instantly.
• Scenario 2: Tax Season Reporting
  • Situation: A corporate client needs to reconcile expenses for the fiscal year.
  • Application: The client logs into the Customer Portal, navigates to "Invoice History," and downloads all twelve invoices from the past year in PDF format without requiring a manual data export from your finance team.

Troubleshooting

• Issue 1: The Customer Portal link is not working or shows an error.
  • Solution: Ensure the subscription is still active. If a subscription has been fully deleted (not just canceled), the link may no longer be valid. Regenerate the link from the 4Geeks Console if necessary.
• Issue 2: Customer cannot see the "Cancel" button.
  • Solution: Verify your plan settings. Some enterprise or custom configurations may restrict self-cancellation. Check the specific Plan details in your dashboard.
• Issue 3: Updated payment method is failing.
  • Solution: Advise the customer to check with their bank to ensure international transactions are enabled or that they have sufficient funds. 4Geeks Payments uses a secure gateway (3DS) that may require bank verification.

FAQs

Ready to streamline your billing? Ensure your plans are set up correctly in the 4Geeks Console to take full advantage of these features.