Subscription Notifications - Subscriptions - renewal failed / SubscriptionsRenewError

Introduction

This article explains the notification process when a Subscription renewal fails. It covers who receives the notification, when it is triggered, and how to customize notification recipients.

In this article:

• Understanding renewal failure notifications
• Notification recipients and settings
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When a Subscription renewal fails, Platform sends a notification to the Customer's primary contact. If no primary contact is set for the Organization, no email is sent.

Understanding renewal failure notifications

The notification is automatically triggered when an error occurs during the Subscription renewal process. The system attempts to renew the Subscription based on the Billing Cycle, and if the renewal fails, an immediate notification is sent to alert the Customer.

Notification recipients and settings

By default, the renewal failure notification is sent to the following recipients:

• To: Customer Primary contact
• Cc: (optional)
• Bcc: (optional)

You can edit notification recipients on the Settings page to add additional contacts or modify the default configuration.

The notification includes:

• A personalized greeting with the Customer name
• A clear explanation that the Subscription renewal has failed
• A call to action directing the Customer to the portal
• The Subscription name and details
• Contact information for Customer Support

Webhook

To learn more about the webhook body and fields check the Webhook Documentation.

Summary

When a Subscription renewal fails, Platform automatically sends a notification to the Customer's primary contact. The notification prompts the Customer to contact support or update their information through the portal. Notification recipients can be customized on the Settings page to ensure the right people are informed about renewal failures.

Limitations

If no primary contact is set for the Customer Organization, no email notification will be sent when a Subscription renewal fails.

Related content

• How to configure notification settings