> ## Documentation Index
> Fetch the complete documentation index at: https://docs.appreval.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Managing active, paused and cancelled subscriptions
> View, filter and manage all of your store's subscriptions: active, paused, cancelled and payment-failed, all from Reval.
The Subscriptions section in Reval is your day-to-day operations center. From here you can see the status of all your subscribers in real time, search for a specific subscription, review a customer's charge history and take manual action when the situation calls for it. Everything is logged so you have complete traceability of what happens in your store.
## Subscription list
The list shows all of your store's subscriptions, paginated, as cards. Each one is titled with the **next charge** date (or the status that replaces it: "Cancelled", "Cycles completed — no further charges", "No next charge") and shows the product with its image, the quantity, the frequency, the price, how many orders it has generated and when it was created. [Box](/en/merchant/boxes) subscriptions show the box's name and image, with its type and how many distinct products it includes.
### Filtering and searching
* **Status tabs** with a live count: **All**, **Active**, **Paused**, **Cancelled** and **Pending**. A subscription that reached its plan's maximum cycles still shows as **Active**, with the "Cycles completed — no further charges" notice.
* **Search box** by email, first name, last name, phone or subscription ID. You can combine several terms (for example, first name + last name), and it also works for finding a subscription from the confirmation code the customer sees.
Beyond the main status, the cards flag two charge situations: **Failed charge** (Mercado Pago declined the last attempt) and **Charge in progress** (MP is still reviewing the payment).
There are no filters by product, plan or date range on this screen. For those cuts, export the subscriptions to CSV from [Tools](/en/merchant/bulk-operations), which does filter by status, products and dates.
## A subscription's detail
Click any row in the list to open that subscription's full detail. The detail view is organized into the following sections:
### General information
This section shows the subscription's main data:
* **Customer**: name, email and a link to the customer's profile in Shopify.
* **Plan**: plan name, frequency and applied discount.
* **Products**: list of products included in the subscription with their variants and quantities.
* **Next charge amount**: price with the discount applied.
* **Next charge date**: the next date scheduled by Mercado Pago.
* **Delivery address**: the address on file for the orders generated by this subscription. You can edit it directly from this panel by clicking **Edit address**.
* **Accumulated savings**: the total the customer has saved since starting the subscription, calculated as the sum of the discounts applied in each charged cycle.
### Charge history
The history table shows every charge attempt made by Mercado Pago for this subscription:
| Column | Description |
| ------ | ---------------------------------------------------------------- |
| Date | Date and time of the charge attempt |
| Amount | Amount charged or attempted |
| Status | **Charged**, **Failed** or **Pending** |
| Order | Link to the order generated in Shopify (successful charges only) |
### Available actions
From the subscription detail you can run the following manual actions:
Pausing temporarily stops the charge cycle. The customer isn't charged while the subscription is paused and doesn't receive new orders. Click **Pause**, enter an internal reason (optional, visible only to your store's team) and confirm. The subscription moves to the **Paused** status.
Available only when the subscription is in the **Paused** status. On resuming, Reval reschedules the next charge from the current date according to the plan's frequency. Click **Resume** and confirm the action.
Cancellation is permanent. Click **Cancel**, select the cancellation reason from the list (or enter a custom one) and confirm. The subscription moves to the **Cancelled** status and the mandate can't be revived. When the cancellation was **due to failed charges**, the customer sees the **Reactivate subscription** button in their portal, which creates a new subscription (same products and address, new card, current list price) linked to the previous one in the history. For any other cancellation, the customer would have to start a new subscription from the store.
In the **Subscription products** section you can change quantities, remove lines (at least one always remains) and **add another product** — the selector offers the products with an active plan on the **same frequency**, because all the products in a subscription share the mandate. On clicking **Save products**, Reval recalculates the price (plan × quantity), updates the amount in Mercado Pago effective from the next cycle, requotes shipping for the new composition and records the change in the history.
If the subscription is a [box](/en/merchant/boxes), instead of the product editor you'll see **Box composition**: you change the size, the quantities, remove and add eligible products, with the live price breakdown and the same size validations the customer sees. **Save box** recalculates the total (effective from the next cycle). Below it, **Additional products (outside the box)** manages the recurring items that accompany each delivery without counting toward the size or the discounts.
Even if the customer is inside the **billing window** (their portal blocks editing 24 hours before the charge), you can save anyway: the change takes effect from the next cycle, never on a charge already in progress.
The **Price adjustment** section allows two things, for one-off cases (a compensation, a special agreement):
* **Total custom price**: replaces the total calculated from the products.
* **Discount (%)**: applies a percentage on the products' total. It's ignored if there's a custom price.
The adjustment takes effect from the **next cycle**. Careful: if you later edit the subscription's products, the price is recalculated and **the adjustment is replaced**.
If the customer bought [add-ons](/en/subscriber/add-ons), they appear in their own section with their status: **Pending shipment** (travels with the next delivery), **Shipped** (with the date and the link to the order) or **Removed**. A pending purchase can be **Removed** so it isn't shipped — but that doesn't refund the charge, which was already processed: the refund is done from the Mercado Pago panel.
The **Copy Portal Link** button generates a signed, expiring link that opens the portal **with the same view and the same access that customer has**. It's the support tool: if the customer can't find something or needs you to guide them, you open their portal and see exactly what they see. The link expires on its own, so no permanent access is left floating around.
Every manual action you run on a subscription — pause, resume and cancel — is recorded in the **audit log** with the exact timestamp and the Shopify user who performed it. This record can't be modified or deleted, and it's visible from the subscription's history.
## Subscriptions with failed payments
When Mercado Pago can't process a charge (insufficient funds, expired card, limit exceeded, etc.), the subscription automatically moves to the **Payment failed** status. This doesn't cancel the subscription — it means the current cycle's charge couldn't be completed.
### Who retries the charge
**Mercado Pago retries, not Reval.** MP reattempts the charge on its own over the following days, with its own criteria and its own cadence — we don't publish it because we neither control nor can guarantee it.
Reval has no charge-retry job and there is **no way to force a new attempt**, from the admin or from the portal. What Reval does do is record the decline with its reason and show it in the subscription detail and in the customer portal.
If Mercado Pago's retries run out, **MP cancels the mandate** and the subscription becomes **Cancelled**, with the reason recorded in the timeline. No order is generated for a cycle that wasn't charged.
Every charge attempt — successful or failed — is recorded in the subscription's charge history with its date, amount and status. That gives you full visibility of each payment's lifecycle.
### How to handle failed payments
In the list, the affected subscriptions appear flagged with the **Failed charge** badge. From each one's detail you can:
* Review the subscription's timeline, where the decline is recorded along with its reason.
* Contact the customer to let them know their charge was declined.
* Cancel the subscription manually if there's no longer a reason to keep it active.
**Only the customer can change the card, from their portal.** Mercado Pago tokens are issued with the cardholder present, so you can't enter a new card on their behalf from the admin. If the charge failed because the card is no longer usable, notifying them in time is the only lever you have.
If you set up proactive communication for these cases —with Klaviyo or Shopify Flow, see [Settings](/en/merchant/settings)— what's actionable for the customer is: check available funds or credit limit, or **change the payment method from their portal** (the declined-charge notice includes the direct link) if the card is no longer usable.