SaaS Mode

We would like to see some options for optionally branding sub-accounts, such as the ability to override the agency logo in the top-left corner of HighLevel.Many of our clients don't mind having our branding but some of them would like to use their own logos so their team members don't have to know about how our company helps their business. HIGHLVL-I-1431

Pretty big new feature request, but having a workflow builder at the agency level that can connect with the agency sub account would be very helpful for managing subscriptions and account access.

We want to customize ALL the emails known as "Default" or "Standard". ➕ Add a System Emails tab in the Agency Settings (or find a suitable placement). ➕ Add folders for every Category eg. "Invoice", "Estimates", "Communities", "Calendar", etc. ➕ Add the ability to edit every single "Default" and "Standard" email. This would be very helpful! Bonus: ➕ Let us create the system default emails with custom color values. ➕ Add a pallet under the Brand Board named "Default Email Colors". This would make it easy for each sub-account to brand the default system emails.

Would like to be able to configure SaaS products based upon the number of users, with equal feature configuration otherwise.For extra credit, it would be spectacular to have 2 types of users. One which counts toward the user limitation for billing purposes, and another which does not count toward the user limitation for billing purposes.Use case: pricing based upon the number of lawyers in a law firm using the SaaS, but allow non-lawyers (e.g. client support staff, administrators, front desk staff, etc.) to use the platform without counting toward the user limitation, since they are not directly contributing to client revenues that are used to establish the ROI of the SaaS, yet are valuable to operations and proper use of the SaaS. HIGHLVL-I-4097

We need the ability to apply tax (GST/VAT) to re-billing charges, both SMS/email and AI. Without this re-billing is unusable to anyone outside the US that wants to be compliant for tax.

Can we rather bill the client on their preferred billing date for subscriptions instead of when they've joined? I find the billing side of GHL very stiff and inflexible. Thank you.

Agencies running SaaS Mode in HighLevel are vulnerable to unexpected costs and poor client experience when subaccounts cancel their subscriptions. Currently, there is no automated offboarding process, which leads to: Add-ons continuing to bill after SaaS is canceled Clients losing access to key services (like WordPress) without warning Agencies being charged for add-ons even when no payment method exists No safeguards, notifications, or scalable system to manage this at scale 🔥 Real-World Example A client canceled their SaaS plan, but: Their WordPress add-on remained active No payment method was on file (deleted during suspension) We, the agency, were billed for WordPress, Twilio, and other services The client didn’t realize they lost site access until it was too late There was no warning, no offboarding, and no automation — just surprise charges and confusion 🧠 Core Issues Add-ons continue billing separately after SaaS cancellation No offboarding flow to explain what happens next No notifications to the agency or client when: A card is removed Add-ons remain active Manual work is needed to cancel every add-on per subaccount Clients unaware of asset loss (WordPress site, domain, number, etc.) No archive or “maintenance” mode to pause access while preserving assets 💡 Suggested Improvements ✅ Build a Structured Offboarding Workflow: On SaaS cancellation, show: Current active add-ons (e.g. WordPress, Listings, Domains) Cost implications Options to retain or remove each Impact to business and assets if canceled Time/money already invested in setup Require double confirmation from the client that they understand the consequences ✅ Add Automation Options: Auto-pause or cancel add-ons if SaaS is canceled Create a “Keep Add-ons Only” downgrade plan Add a “Maintenance Mode” plan that suspends features but keeps the account archived Allow agencies to bulk manage add-ons or schedule them to expire ✅ Add Notifications: Alert agency when a subaccount: Cancels SaaS but keeps add-ons Removes payment method Has active services with no valid billing method ✅ Legal and Access Considerations: What happens to domains purchased inside a subaccount if the client cancels? If they lose access, how can they manage DNS, hosting, or SEO assets tied to GHL? This must be made transparent and legally clear for both client and agency 📣 Why This Matters One client slipping through the cracks can cost a few dollars — but at scale, this becomes thousands in monthly loss, plus client trust and brand damage. This isn’t just a bug; it’s a scalability risk. 🤝 Questions for the Community How are you handling offboarding today? Are you using automation to cancel add-ons? Do you inform clients about what they’ll lose? Would you use a “Maintenance Mode” plan for clients who cancel?

Enable option to upload a favicon rather than using the 'logo' as it, as the dimensions are all wrong and it just looks all blurred

Have a way set up for when sub accounts cancel their subscriptions to make them authorize to release all of their phone numbers and have the numbers automatically released. Currently when they cancel their phone numbers remain and still received inbound calls/texts which results in a charge - then results in us getting a complaint or a dispute.

Currently the pause account doesn't stop workflows so if someone cancels or has a billing issue there messages will still be auto sent thus incurring more charges to the sub-account user and the agency. Seems the workflows all need to pause when there is a billing issue or cancellation. Same with domains, why would there funnel/website still work when they haven't paid or cancelled? This should be part of the pause of a sub-account, just like any other web/funnel builder has