SaaS Platform - Frequently Asked Questions

TABLE OF CONTENTS

• BILLING & PAYMENT
• WELCOME EMAIL
• SUB-ACCOUNT MANAGEMENT
• VERIFICATION & 2FA
• SAAS PLANS & UPGRADES
• STRIPE CONFIGURATION
• ACCOUNT TRANSITIONS

BILLING & PAYMENT

Q1. How do I delete the last card from the Company Billing page?

If only one card exists on a sub-account, the platform does not allow its removal to prevent billing disruption.

Workaround:

• The card can be deleted directly in Stripe if the agency knows the associated Stripe customer ID.

Q2. Why does adding or removing a card on one sub-account affect other sub-accounts?

This happens when multiple sub-accounts share the same Stripe customer ID. Any change to a shared Stripe customer is reflected across all linked sub-accounts.

How to check:

• Go to Manage Client and compare the Stripe customer IDs of the affected sub-accounts.

Fix:

• Assign a unique Stripe customer to each sub-account.

• Disable SaaS on all but one sub-account, then re-enable using Share a link, Request via SMS, or Request via email.

Q3. Why is the client unable to add a payment method? (Error: 'No such customer')

This error indicates that the Stripe customer linked to the sub-account no longer exists, or the agency's Stripe account has changed.

Common causes:

• The Stripe customer was permanently deleted.

• The agency's Stripe account was replaced (via Agency Settings > Stripe).

• The sub-account was transferred from a different agency.

Fix:

• Disable SaaS for the affected sub-account to reset the Stripe customer mapping.

Q4. Why are auto-recharges failing with a 'payment declined' error?

Auto-recharge does not support 3DS-only cards. The bank may be requiring authentication that the integration cannot complete.

Fix:

• Ask the client to add a new card that supports 3DS but is not 3DS-only.

Q5. Why is the client getting an error about Indian regulations when adding a payment?

Indian Stripe accounts require a customer name and billing address for export transactions.

Fix:

• The agency must add the client's billing address in the Stripe dashboard (update the Stripe customer record).

Q6. Why am I getting a 500 error when adding a payment method?

Possible causes:

• Stripe is not connected at the agency level.

• The Stripe customer for the sub-account has been deleted.

Fix:

• Confirm Stripe is connected under Agency Settings.

• Verify the Stripe customer exists.

• If needed, disable and re-enable SaaS to recreate the customer mapping.

Q7. Why am I getting 'The provided key does not have access to account...' when adding a card?

The agency's Stripe account was changed or reconnected, making the existing customer mapping invalid.

Fix:

• Reconnect the correct Stripe account.

• Disable and re-enable SaaS for the sub-account.

• Retry adding the card.

Q8. Why am I seeing 'No payment provider found' when adding a card?

No payment provider is connected at the sub-account level.

Fix:

• Go to Sub-account > Payments > Integrations and connect a supported payment provider (Stripe, NMI, Authorize.net, etc.).

Q9. Why am I getting 'Invalid contactId or altId' when adding a card?

The contact associated with the sub-account has been deleted or is invalid.

Fix:

• Create or re-associate a valid contact in the sub-account, then retry.

WELCOME EMAIL

Q10. What is the subject line of the welcome email?

The default subject line is: Activate your account

Q11. Who receives the welcome email?

The newly created user receives the welcome email.

Q12. Why are custom values not populated in the welcome email?

Only certain custom values are supported in welcome emails. If the agency updated custom values directly inside the sub-account (rather than through the SaaS Configurator), they will not be applied.

Fix:

• Update all custom values exclusively via the SaaS Configurator.

Q13. Why did the client receive the default welcome email instead of the custom one?

The custom email template may have been deleted from the sub-account's template folder.

How to check:

• Switch to the relevant sub-account and verify the template exists in the [Do Not Edit] SaaS Configurator Templates folder.

Fix:

• Use Reset Agency Welcome Email from the Support Portal, using the company ID.

Q14. How do I change the welcome email's source sub-account?

If the wrong sub-account was selected for the welcome email:

• Use Reset Agency Welcome Email from the Support Portal with the correct company ID.

SUB-ACCOUNT MANAGEMENT

Q15. Why were duplicate sub-accounts created instead of attaching a subscription to an existing one?

When a client purchases a SaaS subscription via Stripe, a funnel, or a sales link, the system always creates a new sub-account. It does not automatically attach to an existing one.

Fix:

• If the sub-account already exists, add the subscription only via the Manage Client page.

Q16. How do I move a subscription from one sub-account to another?

Example: Moving a subscription from sub-account A to sub-account B (which has no subscription).

Steps:

1. Confirm both sub-accounts share the same Stripe customer.

2. On the Manage Client page, disable SaaS on sub-account A without canceling the subscription.

3. Hard-reload the Manage Client page for sub-account B — the subscription will auto-attach.

Q17. Why aren't sub-accounts being created when clients purchase via funnels?

Check:

• Go to Payments > Products and confirm the product is tagged as an Agency Plan.

• Sub-accounts are only created if this tag is present.

Note: Sub-accounts are not created for subscriptions purchased in test mode.

If the tag is correct and sub-accounts still aren't created:

• Contact support with the order ID or subscription ID and the purchase date.

Q18. How do I import SaaS plans into a sub-account?

• Create the plan in the SaaS Configurator.

• Switch to your sub-account and go to Payments > Products.

• Select Import from Stripe.

• Choose the product you created and proceed.

• Verify the Agency_Plan label appears in the product list.

Q19. Why is the Agency Dashboard not visible to admins?

The dashboard visibility may be restricted to the agency owner only.

Fix:

• The agency owner must go to Agency Settings > Stripe and change Agency dashboard visible to to All agency admins.

VERIFICATION & 2FA

Q20. Why is 2FA still required even though it's turned off in the SaaS Configurator?

Email verification is mandatory when a new sub-account is created, regardless of the 2FA setting. The SaaS Configurator only controls phone verification.

Important: 2FA does not block access to the sub-account. Verification is only required during the first phone number purchase.

Bypass option:

• On the Manage Client page, click Verify Account to manually approve.

Q21. Why is the sub-account showing 'Paused / Manual Verification Pending' even though 'Pause new sub-accounts' is OFF?

These are two separate conditions. The 'Pause new sub-accounts' toggle controls agency approval, while the 'Manual Verification Pending' banner is triggered by 2FA/email verification — not the pause toggle.

Fix:

• Complete email/phone verification during the first phone number purchase.

• Or, click Verify Account on the Manage Client page to manually bypass.

Q22. Why is the sub-account showing 'Paused due to pending approval'?

The Pause new sub-accounts setting is enabled. Sub-account admins cannot access the account until the agency approves it.

Fix:

• Approve or decline the sub-account from the Manage Client page or SaaS Configurator > Security > Requests.

Q23. Why is rebilling not enabled and the sub-account not moved to LC?

If the sub-account is in a 'verification pending' state (2FA pending), it won't be moved to LC and rebilling won't be enabled.

Once verification is complete, the sub-account will automatically move to LC, a Twilio account will be created, and rebilling will be enabled (if configured in the SaaS Plan).

Bypass:

• Click Verify Account on the Manage Client page.

SAAS PLANS & UPGRADES

Q24. Why aren't agency or sub-account admins seeing an option to upgrade their plan?

If the current plan is already at the highest tier available in the SaaS Configurator for that category, the upgrade option is not displayed.

Check:

• Go to the SaaS Configurator, filter plans by category, and confirm whether a higher-tier plan exists.

Q25. Why can't I upgrade/downgrade between monthly and annual billing?

This depends on the SaaS version:

Q26. Why are SaaS V1 or V2 plans not visible when attaching plans?

The wrong option was selected when enabling SaaS:

• Stripe selected → only SaaS V1 plans shown.

• Agency Sub-account selected → only SaaS V2 plans shown.

Fix:

• Disable SaaS for the sub-account.

• Re-enable SaaS.

• Select the correct option based on the plan type needed.

Q27. Can I use both SaaS V1 and SaaS V2 at the same time?

No. A sub-account can only use one SaaS mode at a time.

To switch:

• Disable SaaS.

• Re-enable SaaS and select the desired version.

Q28. What is the difference between SaaS V1 and SaaS V2?

STRIPE CONFIGURATION

Q29. Why is the 'Invalid price currency' banner showing on the SaaS Configurator list?

The price currency doesn't match the category currency set in SaaS Configurator > Advanced Settings.

Fix:

• Revert the price currency in Stripe to match the category currency.

Note: If a sale link has been generated or a subscription is active, Stripe will not allow a currency change. In that case, update the plan price via the SaaS Configurator first, then update the currency in Stripe.

Q30. Why is 'Can't disconnect because SaaS clients are using this Stripe account!' shown?

SaaS must be disabled for all sub-accounts before the agency Stripe Connect can be disconnected.

For 497 agencies:

• Disable SaaS on each sub-account individually via the Manage Client page, or ask support to disable all at once.

For 97 and 297 agencies:

• When a payment method is added, SaaS is enabled automatically in the background. Contact support to disable SaaS for all sub-accounts — this option is not available in the UI for these plan types.

ACCOUNT TRANSITIONS

Q31. What happens when SaaS is disabled for a sub-account?

Disabling SaaS has permanent consequences:

• The subscription is cancelled.

• The wallet is permanently deleted.

• The agency receives an email with the existing wallet balance.

• The agency must handle any refunds manually, or add the balance as credits via the Manage Client page.

Tip: Export the sub-account with its current wallet balance before disabling SaaS to preserve a record.

Q32. How do I move SaaS accounts to a different agency?

Recommended process:

• Disable SaaS for all sub-accounts in the current agency.

• The agency will receive an email with existing wallet balances.

• Choose to refund balances or add them as credits in the new agency's Manage Client page.

• Transfer the sub-accounts to the new agency.

Tip: Request an export of sub-accounts with wallet balances before disabling SaaS.

For issues not covered here, contact the support team with the relevant account IDs and error details.