Your billing logic provider of choice may have an option to automatically disable accounts if they are in a negative subscription status. You should *almost always* turn that of, and disable only after multiple automated attempts to recover followed by at least one human review.
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What kills SaaS companies? Churn. Easiest way to churn an account? Locking them out of the service and hoping they organize to send in a support ticket to unlock their account.
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Number 4 has always driven me mad, my credit card expired & I forgot and now I can’t login to give you my money.
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I agree. I totally get the, "We need money" idea, but why not just give me a heads up and redirect me to a page rather than preventing me from even paying you.
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There's a variation on this with utility bills where you pay $500 ahead of time to avoid annoyance - you get a bill for $6, but you haven't sent a payment in months. You get threatening phone calls that suddenly turn apologetic when they see the amount.
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Early iterations of our product didn’t handle expired credit cards at all. It cost us less in engineering and ill will than implementing an all edge-case solution. As we grew, we started sending an email to sales, then a support ticket, finally a downgrade to a free plan.
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Most of these problems arise if you outsource subscription billing logic to a service. I tend to build my own and handle edgecases manually until it makes sense to automate...
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Don’t ever let the customer realize they can function without you.
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