What customers can change themselves

Every action here is available to the customer from their own subscription page. Each is also available to you from the admin panel when someone would rather ask.

Cancel#

Ends the subscription. The panel records the cancellation and reflects Paddle’s own cancellation terms — typically access continues until the end of the paid period rather than stopping instantly.

Pause and resume#

Suspends billing and access, then restores both. Useful for seasonal customers who would otherwise cancel outright and be harder to win back.

Change plan#

Moves a subscription to a different plan of the same product — the upgrade path from single-site to agency. Paddle handles proration; the resulting subscription.updated webhook updates the plan, the domain limit, and the update window in the panel.

Manage domains#

Add and remove activated domains against the plan’s limit. Removing one frees its slot immediately, which is what a customer moving a site to a new domain needs.

This is the highest-volume support request in most licensing businesses, and it is fully self-serve here.

Request a refund#

From the order. See Refund requests.

What customers cannot do#

• Change their own license key.
• Extend their own update window.
• Raise their own domain limit.
• Download releases published after their window closed.

All four are yours to adjust from the admin panel when a situation warrants it.