Billing account lifecycle
Every suspended or closed account, with its reason, what the block pauses and any scheduled suspension windows, is listed in one place under Billing → Runs → Blocked accounts — including one-click reactivation. This page documents the per-customer card where a block is placed.
Everything on this page lives on the customer record (open a customer from Customers, or Billing → Invoices → Statements → (customer)). It is shown to users with the Manage billing permission. The Billing account card groups the account's lifecycle, invoicing preference and the account-overview document; Payment options is its own card.
Account status (active / suspended / closed)
The Billing account card shows the account's current status and a Status history. Use the action buttons to change it:
- Suspend — the account is marked suspended and its running subscriptions are paused, so the monthly billing run stops generating invoices for it. (The billing run only bills active subscriptions, so pausing is what actually stops the billing.)
- Close account — same effect as suspend (subscriptions are paused), used for accounts you are closing out.
- Reactivate — sets the account back to active and resumes exactly the subscriptions that were paused by the suspension (subscriptions you paused manually are left alone).
The account's subscriptions are the ones your control room bills: those on the customer, plus subscriptions on the customer's sites that have no customer of their own. A site can also be connected to another control room. That control room's subscriptions on the site are never paused or resumed by this account's status.
Each change records a row in Status history showing the change, who made it, the reason, any note, the reactivation date, and how many subscriptions were paused or resumed.
This is the billing-account record lifecycle — it changes the account's status and pauses/resumes its billing. It is separate from scheduled status changes (which schedule a future dispatch suspension and cascade across a customer's sites) and from site Test Mode. Use this card when you want to stop or resume billing for an account.
Suspension reason & reactivation date
When you suspend or close an account you can pick a reason and add a free-text note. You can also set a reactivation date — the date you expect the account to come back.
- The reactivation date must be after today.
- Some reasons require a reactivation date (for example Temporary hold); the form enforces this.
Reasons come from the suspension-reasons taxonomy — a shared set of defaults plus any your control room adds. Manage them under Billing → Config → Suspension reasons (see Config).
Invoice clubbing
The Club invoices toggle on the Billing account card controls how the billing run groups this account's invoices:
| Setting | Result |
|---|---|
| On (default) | All of the account's due subscriptions and service jobs are clubbed onto one invoice per billing run. |
| Off | The account is split into one invoice per site each run. |
Clubbing is on by default, so existing accounts are unaffected. Turning it off is useful when a customer wants a separate invoice for each property.
Payment options
The Payment options card stores reusable payment templates for the account — for example a bank account for a debit order, or a card/EFT reference.
- Each option has a label, a method (Debit order, EFT, Card, Cash, Other), optional account holder / bank / branch code / account number / account type, an optional collection day (1–31), and Default / Active flags.
- Account numbers are masked (last four digits) wherever they are displayed.
- One option can be marked Default per account.
Payment options are lightweight, reusable templates that subscriptions can point at. They are separate from the signed debit-order mandates that the collections engine actually debits against — capture the banking that the bank requires on the mandate.
Account overview (PDF)
The Account overview section on the Billing account card generates a single PDF for the customer containing:
- Customer details and current status
- Account balance and an age analysis (current / 1–30 / 31–60 / 61–90 / 90+)
- Subscriptions
- Recent invoices and payments
- Stored payment options (account numbers masked)
- Status history
Tick Include audit trail before generating to append the configuration audit trail for this account — who changed the customer, its invoices, payments, subscriptions, contacts and payment options, and when (from the audit trail spine).
Click Generate PDF to build the document; it opens in a new tab and is also kept in the report history (it is generated through the same report engine as the other reports, stored privately with a 7-day download link).