Why can’t I see all my SaaS plans while creating a subscription?

Overview

If you're unable to see certain SaaS plans while adding a subscription to a client account, it’s usually due to your agency using both SaaS V1 and SaaS V2 systems simultaneously.

This is expected behavior — not a bug.

How SaaS V1 and V2 Work

? SaaS V1 (Stripe-based)

• Uses Stripe as the system of record

• Products, customers, and subscriptions are managed directly in Stripe

• Client sub-accounts are linked to Stripe customers

? SaaS V2 (Agency-based)

• Uses your Agency’s master sub-account as the system of record

• Products, customers, and subscriptions are managed inside HighLevel

• Payment providers act only as gateways

• Client sub-accounts are linked to contacts in your agency account

? Why You’re Not Seeing Some Plans

Each client sub-account is tied to only one system:

? So if:

• You created a plan in V2

• But the client is on V1

➡️ That plan will NOT appear during subscription selection

? Common Scenario

1. You set up both V1 and V2

2. You create a new plan in V2

3. You try to add it to an older client (still on V1)

4. The plan is missing ❌

✅ How to Fix It

Step 1: Check whether the client is on V1 or V2:

• Go to Manage Client > SaaS

• Look at the customer ID associated with the sub-account

• If the customer Id starts with 'cus...', then it means that the client is on the V1 system (this is how Stripe customer IDs look like).

• If not, then it means that the customer is on the V2 system (sub-account contact IDs are random strings).
  

Step 2: Move client to the correct system

• Now that you know whether the client is on the V1 or V2 system, you can move them to the correct system according to where you've created your SaaS plans.

• To move sub-account;

  • First, disable SaaS mode for the sub-account

  • Then re-enable SaaS

  • While re-enabling SaaS, make sure that you choose the correct provider/agency sub-account.

Step 3: Attach the SaaS plan

? Pro Tip

If you're actively using both systems:

• Be consistent about which system you use per client

• Avoid mixing V1 and V2 for the same workflow

Still stuck?

Reach out to support.