Subscriptions

6.1 Creating a Subscription

Quick Subscription Wizard:

1. Navigate to Customers and open a customer's profile.
2. Click + Recurring service.
3. Select the Service Location.
4. Choose a Recurring Billing Item.
5. Confirm the price, billing frequency, and start date.
6. Optionally assign a payment method for autopay.
7. Click Create.

The subscription is now Active. If the service template has scheduled visits, services will be generated and appear in the scheduling calendar.

Visits per week and visit days: in Recurring Billing Items, the Service Frequency of a weekly service with visits (for example Weekly · 1 visit) opens a panel when you click it. Choose the visits per week (1 to 6, or Every day) and which days:

• Flexible (the default): EZ Pool Biller picks the days near your routes when you check the schedule, and shows them before you save. Route optimisation may move them later, always keeping the visits apart (never two on one day, and for 2 or 3 visits a week not on consecutive days when the service days allow it).
• Fixed: always the days you tick, for example Monday, Wednesday and Friday, as a contract or gate access may require. Route optimisation never moves fixed days; you can still move one by hand, after a confirmation.

The days must be among the location's Service allowed on days. The visits per week set how often the pool is serviced (the Service Frequency); how often the customer is billed (the Billing Frequency) and the price do not change. The panel appears for weekly services.

6.2 Subscription Lifecycle (Active, Paused, Canceled)

A subscription moves through these states:

Active → Paused → Active (resumed)
Active → Pending Cancellation → Canceled
Active → Scheduled Pause → Paused

To pause a subscription: Open the subscription and click Pause. Optionally set a resume date so it reactivates automatically.

To resume a paused subscription: click Resume. Choose First visit on first: the visits restart from that date (the day after tomorrow unless you change it; tomorrow at the earliest). A weekly service then repeats on that day of the week; a service with visit days restarts each of its days from that date.

To reactivate a canceled subscription: click Reactivate.... The Service Start Date is the day the visits restart, and the Technician you pick gets the new visits.

To cancel a subscription: Click Cancel and provide a reason. You can set a termination date (e.g., end of the current billing period) so the customer receives service through their paid period. Future pending services are automatically canceled.

6.3 Billing Frequencies

EZ Pool Biller supports a wide range of billing frequencies:

The last few are rare, but they're there for long-term agreements.

The frequency is set on the service, and you can override it for one customer without changing the service itself.

A weekly service can also have several visits a week, on flexible or fixed days (see 6.1). The visits belong to the billing item that creates them, marked with a blue dot in the customer's Billing → Recurring Billing items, where its Service Frequency column shows them (for example Weekly · Wed, Fri (fixed)). To change them later, click that item's edit button, or Change visit days on the customer's Services tab, and set the Service Frequency: the visits per week, and Flexible or Fixed. EZ Pool Biller shows what will happen and asks you to confirm:

• Adding a visit creates its weekly visits from the next one on. For flexible days, EZ Pool Biller picks the new day near your routes and shows it first.
• Dropping a visit asks which days to keep; the upcoming visits of the other day are cancelled.
• Replacing one fixed day by another (Friday by Thursday) moves that day's upcoming visits, with the same technician.
• Switching between Flexible and Fixed changes no visit: it only decides whether route optimisation may move the days.

Changing the visit days changes neither the price nor the Billing Frequency; change them in the same window if needed. The recurring billing's own edit button (payment method, location) no longer sets the visit days: it names the item to use.

6.4 Proration

When a customer starts (or stops) mid-billing-period, proration determines how the first or last charge is calculated:

Example: A $120/month subscription starting on the 15th:

• None → Customer is charged $120 for the partial month.
• Daily → Customer is charged ~$60 (roughly half the month, calculated by day).
• Weekly → Customer is charged based on the number of full weeks remaining.
• Next Month → No charge until the 1st of the next month.

For a service with several visit days a week, Weekly counts every visit day. Example: a Monday, Wednesday and Friday service in a month with 13 such visits, starting on a Wednesday with 7 visits left in the month, is charged 7/13 of the month's price.

6.5 Auto-Pause & Auto-Resume

You can configure the system to automatically manage overdue subscriptions:

Auto-Pause (Settings > Company):

• Enable automatic pausing of subscriptions when customers are overdue.
• Grace Days — number of days past due before pausing (e.g., 30 days).
• Minimum Overdue Amount — only pause if the balance exceeds this threshold.
• Notify Customer — send an email when their subscription is paused.

Auto-Resume:

• Enable automatic resuming when payment catches up.
• Resume Threshold — the balance must drop below this amount to resume.
• Resume Delay — wait this many days after payment before resuming (avoids reactivating from a partial payment).
• Notify Customer — send an email when their subscription resumes.

6.6 When the screen stops to check with you

A few things are easy to get wrong when you create or change a subscription, so EZ Pool Biller stops and says what it sees.

A subscription with no visits. If the main service you chose has Has Scheduled Visits off (5.1), the subscription would bill but never put a stop on the calendar. The wizard asks first, under No scheduled visits. To get visits, cancel and add the repeating service that has them. If the subscription is meant to be billing only, continue.

A service starting late in the month. When the service starts after the 20th of its first month, the billing preview shows the start date and how many days of the month are left. It suggests Do not charge for that month, since Charge full month would bill the whole month for a few days of work. The note disappears once you pick Do not charge. Your usual choice stays selected; nothing changes unless you change it.

A next charge date that's already been charged. If you move a line's next charge date into a period the customer has already paid for, the change is refused, with the reason — for example: "This line is already charged for the period starting October 1, 2026. The next charge date can't be before November 1, 2026." That stops the same period being charged twice. The rest of your edit is not saved either, so fix the date and save again.

Charge dates only change when you change them. EZ Pool Biller never moves a billing or charge date on its own. If a date looks wrong, it was set that way; change it yourself.

6.7 Correcting a new subscription after the sale

When a subscription was sold with the wrong start or the wrong first charges, you can correct it for 30 days after the sale. Open the customer's Billing → Recurring Billing tab and click Correct start and first charges on the subscription. The card shows the last day the tool is available. EZ Pool Biller support can change the number of days for your company (up to 90, or 0 to switch the tool off).

The button appears only for subscriptions created with the new-subscription wizard, and only for users with the Correct new subscriptions permission (administrators, managers and EZ Pool Biller support staff have it). It is shown but disabled, with the reason, when:

• a payment has been recorded for the customer since the sale;
• the subscription is not active, or was paused, resumed, canceled or reactivated since the sale;
• a late fee or a discount was applied to a statement the correction would rewrite;
• another correction of the same subscription is still running.

What you can change:

• Service start: the Service Start Window (one date, or a range, picked as in the new-subscription wizard) and the technician (keep the current one, any qualified technician, or choose one). The visits' Service Frequency is not changed here; use the item's edit button for that (6.3).
• First month of the monthly items: Prorate weekly, Prorate daily, Do not charge, Charge full month, or Custom charge (an amount and a description, posted as a one-time charge).
• Each item: its price and its Starts Billing month. For example, move a semiannual stabilizer from October to April.

Click Preview to see the result before anything is saved: the first visit, the visits removed and created again, each statement with the charges removed and the new charges, the next charge dates, and the customer's balance before and after. The amounts are the ones EZ Pool Biller will post.

Enter the reason and click Apply correction. EZ Pool Biller removes the charges the sale created and posts them again from the corrected values, the same way a new sale posts them. If you changed the Service Start Window or the technician, the open visits are removed and scheduled again from the new window. The drawer shows the progress, then the first visit that was booked and the charges that were posted.

Good to know:

• Statements already closed are rewritten with the new charges. If a closed statement was sent to QuickBooks, it is sent again with the new amount; if no charge remains on it, its QuickBooks invoice is voided. If the customer was emailed a statement that changes, the preview offers to email the corrected statement (unticked by default).
• After a visit is completed or started, the service start can no longer be changed; the charges and prices still can.
• If the charge moves after the first visit while the visits stay as they are (for example Do not charge with the same start), EZ Pool Biller asks you to confirm, because the customer then receives those visits without a charge for them.
• Not changed: completed visits, notes, one-time services and one-time charges, payments, and the customer's other subscriptions.
• The subscription's history shows a note with the date, your name and the reason. There is no automatic undo: to reverse a correction, correct the subscription again.