V
Vit Muller
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
đź’ˇ Suggested Improvements
âś… 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
âś… 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
âś… Add Notifications:
  • Alert agency when a subaccount:
  • Cancels SaaS but keeps add-ons
  • Removes payment method
  • Has active services with no valid billing method
âś… 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
đź“Ł 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?