Edit Subscription Package — Help

Purpose

Use EditSubscriptionPackage.aspx to change the package/plan for an existing subscription. Compare current vs new package, review prorated credits and immediate charges, then save the package change.

What the page shows

• Current subscription summary: Number, Business, App, Current Subscription, Current license count, Start / End dates
• Available packages: horizontal list of package cards (Repeater) with plan type, base fee, additional user fee, storage and a Select button
• New package details area (two columns):
• Payment Due Now — prorated charges, unused-period credits, revised net/tax/total due
• Payment Due On Renewal — net/tax/total that will be charged at next renewal
• Action buttons: Save (applies package change), Reset
• Notices and tooltips (e.g., “What is this?” explaining credit rules)

Quick steps

1. Review the current subscription details at the top of the page.
2. In the package list, click Select for the desired new package. The selected card shows “✔ Selected”.
3. Review the Payment Due Now amounts — includes new package charges, added license fees and applied credits for any unused portion of the existing plan.
4. Review the Payment Due On Renewal amounts — what will be charged at the next renewal cycle.
5. If satisfied, click Save to apply the change. Use Reset to undo selections before saving.

What to check before saving

• Ensure the selected package is intended (fee type and additional-user fee should match expectations).
• Confirm the Net / VAT / Total Due Now — this is the immediate amount that may be charged.
• Read the tooltip about unused-period credits: credits reduce the amount due but cannot create a refund (no negative charges).
• If reducing package capacity or licenses, check any warnings about assigned users or loss of features.

Common messages and their meaning

• Error panel (top, red): required selection missing or server validation failed — fix inputs and retry.
• “Select a different subscription package from above to see the fee details.” — no package selected yet.
• Selected card shows “✔ Selected” — selection registered correctly.
• Fee displays with zero total — may indicate no immediate charge (promotional or credit fully offsets cost).
• Notices about non-refundable PAYG fees — additional one-time user fees may be non-refundable.

Troubleshooting checklist

Save button disabled

• Ensure a package was selected and all required server checks passed.
• If the page was loaded long ago, refresh and try again (session or JS state may be stale).

Fee details do not update after selecting a package

• Re-click Select; if still not updating, reload the page and repeat selection.
• Check browser console for JS errors; try another browser if needed.

Immediate charge looks wrong

• Verify current end date and unused-period calculation (shown in the details).
• Confirm VAT rate and business VAT settings (contact finance if tax looks incorrect).

Reducing package causes warnings

• Reduce number of licenses only after unassigning users that exceed the new capacity.
• If unsure how assigned users are affected, contact the subscription admin before saving.

Payment fails after save

• Capture the exact error and transaction id (if provided) and contact support with details.

Security & billing notes

• Changing package may trigger immediate billing for pro-rated charges or one-time fees. Confirm totals before saving.
• Credits for unused periods are applied up to the amount due and cannot produce refunds.
• Keep billing contact/payment method up to date to avoid failed charges.

Accessibility & keyboard tips

• Package cards and Select buttons are keyboard accessible; use Tab to move, Enter/Space to activate.
• Tooltips appear on hover and focus (use keyboard focus to read them).
• Error panel includes a visible close button; screen readers will announce important error text.

What to provide when contacting support

• Subscription number (shown on page), business name, current package and selected new package
• Screenshots of the fee details (Payment Due Now and Payment Due On Renewal)
• Time of attempt and any error message shown in the red error panel
• Browser and approximate network conditions if relevant

Short on-page help blurb (suggested)

Select a package above to view prorated charges and credits, then click Save to apply the new package. Review both ‘Payment Due Now’ and ‘Payment Due On Renewal’ before saving.