> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newie.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Customers Manage Payments

> Share a customer manage link and help customers update payment details, retry payments, pause or cancel a subscription, or find purchase help.

The Customer Manage Link takes a customer back to the relevant subscription or instalment plan. Share it when the customer needs to update payment details, retry a failed payment, or use an enabled self-service action.

## Share a Customer Manage Link

For a subscription:

1. Go to **Subscribers** and select the customer.
2. Open the `...` menu.
3. Choose **Customer Manage Link**.
4. Copy or share the link.

For an instalment plan:

1. Go to **Instalment Plans** and select the plan.
2. Open the `...` menu.
3. Choose **Customer Manage Link**.
4. Copy or share the link.

## Help a Customer Update Payment Details

Share the Customer Manage Link for the relevant subscription or instalment plan. The customer opens the link and follows the payment-method options Newie makes available for that record.

If the customer is updating an overdue invoice, they should use the link connected to that invoice or purchase rather than starting a new checkout.

## Help a Customer Retry a Failed Payment

Share the relevant Customer Manage Link or Customer Payment Link. The customer can update payment details and complete the supported retry flow.

You can also manage the invoice yourself from Invoice History. See [Fix Failed Payments and Overdue Invoices](/guides/failed-payments-overdue-invoices).

## Help a Customer Find a Receipt or Purchase

Send the customer to [Manage a Purchase](/customers/manage-a-purchase) for customer-facing steps. From the provider side, open the paid invoice or purchase and email or download the receipt.

## Let a Customer Pause Their Subscription

Turn on customer self-pause for the subscription service. When enabled, the customer can pause from their manage flow.

Every pause needs an end date. Self-pause applies per subscription service and does not apply to instalment plans.

## Let a Customer Cancel Their Subscription

Turn on customer self-cancel for the subscription service. When enabled, the customer can cancel immediately or schedule a cancellation from their manage flow where supported.

Self-cancel applies per subscription service and does not apply to instalment plans.

## Resolve Common Customer Questions

<AccordionGroup>
  <Accordion title="A customer subscribed but does not appear in Active">
    Check **Upcoming** for a future-start subscription, search by name and email, check the other sales records, and compare the New Purchase email details.

    If the subscription still does not appear, contact Newie support with the customer's name and email.
  </Accordion>

  <Accordion title="A customer wants an old or canceled subscription">
    Open **Subscribers**, use the status lists, or turn on **Show expired**. You can also search from **All Customers**.

    A fully expired subscription cannot be reactivated; send a new payment link if the customer needs to subscribe again.
  </Accordion>

  <Accordion title="A customer asks why a failed payment did not cancel their subscription">
    A failed payment makes the invoice Overdue but does not automatically cancel the subscription. Recover or void the invoice separately, then cancel the subscription only if that is also required.
  </Accordion>

  <Accordion title="A customer wants to keep a subscription scheduled to end">
    Change or remove the scheduled cancellation before it takes effect. If the subscription is Expiring, use **Don't Cancel** before it fully ends.
  </Accordion>

  <Accordion title="A customer needs to move to a different service">
    Use **Switch Service** from the subscriber record. To move several subscribers from one service, use **Move Subscribers** from the service menu.
  </Accordion>
</AccordionGroup>

*Last updated: 2026-07-15*