As an agency owner using HighLevel's SaaS Mode, I've identified a major gap in how client offboarding and add-on billing are handled after a client cancels their main SaaS subscription. This gap is leading to revenue loss, confusion, and avoidable risk — both for us and for our clients.

⚠️ Problems Identified:

Add-Ons Continue After SaaS Cancellation:

When a client cancels their SaaS subscription, add-ons (e.g., WordPress, Listings, AI Employee, Phone Numbers) remain active and billable — often to the agency — without any notice to the agency or the client.

No Client Notification or Offboarding Guidance:

Clients are not warned that cancelling their SaaS plan can result in loss of access or that their add-ons may stop working or be deleted if not maintained separately.

No Safeguard for Payment Method Removal:

If a client removes their payment method before cancelling, the system doesn’t flag the billing failure. The add-ons still remain active, and the agency ends up paying without knowing.

No Scalable Workflow for Agencies:

Agencies must manually check and cancel each add-on per sub-account, which doesn’t scale and leaves too much room for human error.

Risk of Permanent Data Loss:

In the case of high-traffic WordPress sites, clients could unknowingly lose critical assets if no payment is processed and the site is deleted — without proper warning or retention protocol.

✅ Suggested Improvements:

🔁 1. Automated Offboarding Flow

When a client cancels or is suspended, trigger a workflow that:

Informs them what features/add-ons will be lost

Gives them options to keep select add-ons (e.g., WordPress, Listings)

Provides warnings about data loss

Offers downgrade paths (e.g., Add-on only access)

🔐 2. Add-On Billing Safeguards

Prevent add-ons from staying active without a valid payment method.

Notify the agency if a payment method is removed from any sub-account that still has add-ons.

Optional setting to automatically suspend add-ons when the main SaaS plan is canceled.

💳 3. Client Payment Enforcement for Add-Ons

Require clients to re-enter payment info if trying to retain add-ons post-cancellation.

Clear billing distinction between agency-paid vs. client-paid add-ons.

🧹 4. Bulk Add-On Management for Agencies

Provide agencies with a dashboard showing active add-ons per sub-account.

Allow bulk cancellation or suspension from one place.

📦 5. “Add-On Only” Subscription Tier

Let clients access certain add-ons without full SaaS platform features.

Keep them in the ecosystem even after cancelling core services — a win for retention and MRR.

🧠 6. Education & UI Improvements

Add clear client-facing messaging during subscription cancellation:

“Warning: You will lose access to your WordPress site”

“Would you like to keep using your Listings add-on?”

Let agencies customize this messaging with their branding.

🚀 Outcome Expected:

These improvements would:

Prevent unintended revenue loss for agencies

Improve client experience during offboarding

Increase retention of profitable micro-subscriptions

Reduce support tickets caused by billing confusion

Make SaaS mode scalable and sustainable long-term

🙌 Thank You!

I’d love to see this brought into the roadmap, and I’d be happy to provide more feedback or join a product session to contribute.