Documentation Index
Fetch the complete documentation index at: https://newie.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
Customer Self-Service
The Customer Manage Link is the customer’s main entry point for managing anything available for their purchase. You can share it so customers can update payment methods, retry failed payments, manage subscriptions, and manage installment plan payments where available. If self-cancel or self-pause is enabled on a service, customers can also cancel immediately, schedule a cancellation, or pause their subscription directly. Customer links are included when the customer first subscribes or buys where available. The Customer Manage Link is also emailed to the customer when a payment attempt fails and the invoice becomes overdue, included automatically in overdue emails, and included in Overdue Assistant messages where the assistant is following up. You can also share the Customer Manage Link manually from a subscription or installment plan... menu where available, or from a relevant customer payment flow.
Customer Email and Name Changes
If the customer can access their purchase, they can update their email address from the Customer Manage Link or in the Newie app. If the email address has a typo, or the customer cannot access the account because the email is wrong, you or the customer should contact Newie support directly. Newie can update the email address or work with the customer to update it. Provider-side customer name changes are not self-serve. Request Email is only for customers who joined with Sign in with Apple, used Apple’s private relay hidden email address, and need to share an email address so you can deliver the service. If the action is shown, tap Request Email in the customer’s profile and Newie emails the customer asking them to confirm an email address.Handling Customer Concerns or Cancellation Requests
If a customer contacts Newie support about a subscription or installment plan, Newie may direct them back to you because you own the service relationship, pricing, terms, and cancellation decision. Contact the customer directly, review any accepted terms, and decide whether to continue, pause payments where available, schedule or process a cancellation, cancel immediately, or offer another resolution. If a customer becomes difficult to work with, cancelling may reduce the risk of future failed payments or disputes. If the customer wants to cancel, follow the cancellation settings and terms attached to the service. If Terms of Service were enabled, the signed agreement can be used to clarify the cancellation policy or payment commitment.Common Subscriber and Customer Support Questions
A customer says they subscribed but I cannot see them in Active Subscribers
A customer says they subscribed but I cannot see them in Active Subscribers
Check Upcoming for future-start subscriptions, search by the customer’s name and email, check other sales records such as one-off purchases, and compare the purchase confirmation details the customer received. If the subscription still does not appear, contact Newie support with the customer’s name and email.
How do I find cancelled or old customers?
How do I find cancelled or old customers?
Go to Subscribers and use the status lists or Show expired to view expired subscriptions. Customer records are retained after cancellation and can also be searched by name or email.
How do I export my customer email list?
How do I export my customer email list?
For a full customer list, open All Customers and use the export option. For subscriber, one-off purchase, or installment plan reports, go to Settings → Reports and choose the matching report.
Can customers cancel or pause themselves?
Can customers cancel or pause themselves?
Only if you enable those permissions on the subscription service. Customer self-pause and self-cancel settings apply per service and do not apply to installment plans.
Can I pause a subscription indefinitely?
Can I pause a subscription indefinitely?
No. Every pause requires a selected end date.
Do subscriptions cancel after failed payments?
Do subscriptions cancel after failed payments?
No. A failed payment attempt makes the invoice Overdue, but it does not automatically cancel the subscription. Use the failed-payment tools to recover or void the invoice, and cancel the subscription separately if it should end.
Can I un-cancel or reactivate a subscription?
Can I un-cancel or reactivate a subscription?
Sometimes. A future scheduled cancellation can be removed before it takes effect, and an Expiring subscription can be reverted to Active before it fully ends. A fully Expired subscription cannot be reactivated; send the customer a new payment link.
How do I switch a customer to a different service?
How do I switch a customer to a different service?
For one customer, open the subscriber profile and use Switch Service. To move multiple subscribers from one service to another, open Sell → Services and use the current service’s
... menu. Review Invoice History before and after switching, especially if there are overdue, pending, or processing invoices.