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Everything on the Billing tab sits under Manage card payments. Each saved card is listed with the subscriptions and payment plans it bills, along with the next payment amount and date for each. Edit and Remove act on the card itself. Actions for a single subscription, including changing its card, pausing it, and cancelling it, sit in the (⋯) menu on that subscription’s row.

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Access billing settings

To manage their payment methods, customers must first log in to their account on your site. Billing settings can be found at: <yoursite.mykajabi.com>/settings/cards>
  1. The customer logs in to your site.
  2. Click the User menu in the top-right corner.
  3. Select Settings.
  4. Click Billing.
Note: The Billing tab may not appear if the customer was granted the Offer, purchased the Offer using PayPal, or if the active subscription was processed through a payment processor that has since been detached (such as a disconnected Stripe or PayPal account).
  • Subscriptions purchased through PayPal must be managed within the customer’s PayPal account.
  • If a payment processor is detached, card management must be handled through the payment processor directly.

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Update the card on file

Customers can manage how their subscriptions are billed using the options available within Manage Card Payments. Depending on their goal, they may update card details, switch which card is used for a subscription or payment plan, or remove a card that is no longer needed.

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Edit card

The Edit option replaces the selected card with updated card details. This means the existing card on file is overwritten rather than creating a saved card. To edit a card:
  1. Go to Billing.
  2. In Manage Card Payments, locate the card tied to the subscription(s).
  3. Click Edit.
  4. Enter the updated card information.
  5. Click Update Card to save the changes.
When a card is edited, all subscriptions and payment plans currently using that card will continue to charge the updated card details.

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Change payment method

The Change payment method option allows customers to switch which saved card is used for a specific subscription or payment plan. To change the payment method for a subscription:
  1. Go to Billing.
  2. Locate the subscription under its current card.
  3. Click the (⋯) menu next to the subscription.
  4. Select Change payment method.
  5. Choose another saved card, or add a card.
  6. Confirm the change.
All future payments for that subscription will be billed to the newly selected card.
Note: Saved cards from Stripe and Kajabi Payments are not interchangeable. Customers can only select cards that belong to the same payment processor as the subscription.

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Remove card

The Remove option allows customers to delete a saved card from their account. A card can only be removed if no active recurring payments are tied to it. If a card is currently being used for an active subscription or payment plan, it cannot be removed. If the Remove option is unavailable, it means the card has active recurring payments and must first be replaced with another payment method. To remove a card:
  1. Go to Billing.
  2. In Manage Card Payments, locate the card you want to remove.
  3. Click Remove.
  4. Confirm the removal.

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Pause a subscription

If you’ve enabled the customer self-pause setting, customers can pause a subscription from their Billing tab. Pausing stops billing temporarily and keeps the subscription in place, rather than ending it.
Note: Self-pause only works for subscriptions billed through Kajabi Payments or Stripe. It does not apply to PayPal subscriptions, and — importantly — pausing a Stripe-billed subscription only stops future charges. It does not stop Stripe from continuing to retry any invoice that was already past due before the pause started. To stop those retries, the site owner must turn off automatic collection on the specific invoice directly in the Stripe Dashboard (Invoices > open the past-due invoice > … > Turn off automatic collection). Kajabi’s own “turn off automatic retries” option only affects Kajabi Payments transactions.
Note: Customer self-pause is rolling out gradually and is off unless you turn it on. If Pause subscription doesn’t appear for your customers, check that the setting is enabled in Settings > Customer Payments. See Let customers pause their own subscriptions.
For your customers to pause a subscription:
  1. From their Library, click on their user icon in the top right corne.
  2. Select Settings.
  3. Go to Billing.
  4. Locate the subscription.
  5. Click the (⋯) menu next to the subscription.
  6. Select Pause subscription.
  7. Choose how long to pause for, if a length is offered.
  8. Confirm the pause.
Whether step 5 appears depends on the maximum pause duration you set up. If you set one, customers choose a length from a dropdown, counted in the subscription’s billing intervals: months for a monthly subscription, weeks for a weekly one. If you didn’t set a maximum, the pause is open-ended and the customer resumes it when they’re ready.

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What customers see after pausing

When a customer initiates a pause, it does not begin right away. Because the customer has already paid for the billing period they’re in, they keep access until it ends.
  1. The subscription shows Pausing on followed by the date the pause begins. The customer keeps full access until then, and the payment that would have come due is skipped.
  2. On that date the pause begins. The subscription shows Paused, along with the resume date if the pause has one, and access ends.

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Stop a pause before it starts

While the subscription still shows Pausing on followed by a date, customers can cancel the pending pause from the (⋯) menu. The subscription returns to active, billing continues on its normal schedule, and the customer is not charged at that moment.

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Resume a paused subscription

A pause with a resume date restarts on its own, and billing continues on the customer’s original schedule. An open-ended pause stays paused until the customer chooses Resume subscription from the (⋯) menu. Customers can also resume early, before a scheduled pause has ended. Resuming early charges the customer immediately, restores access right away, and moves their billing date to the day they resumed.

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If the pause option isn’t available

Customers won’t see Pause subscription if you haven’t enabled customer self-pause, if the subscription is a payment plan rather than a subscription, or if you have limited how many times a customer can pause in a year and they’ve reached that limit.

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Can I update a client’s card for them?

**As an admin, you cannot update a client’s card from your own dashboard.**The card editing flow described in this article (Edit, Remove, Change payment method) is only available inside the customer’s own account— they must be logged in to their account on your site to access it.

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Cancel a subscription

Customers can also cancel a subscription from the (⋯) menu next to their active subscription in the Billing tab, if you allow self-cancellation. Depending on your settings, they may be offered a pause or a discount before the cancellation completes. See Enable and disable subscription self-cancellations.