When updating your billing processes or moving customers over to a new portal, getting everyone transitioned smoothly is key. This article guides you through the recommended workflow for inviting customers to sign up for auto-pay and managing their account statuses during the transition.
Step 1: Invite Customers to use the Customer Portal
The most efficient way to collect updated payment information is to have your customers enter it securely through their online customer portal.
Send a mass email to all customers instructing them to log in, register for auto-pay, and save their card information.
Need help guiding your customers: Share these step-by-step guides with them to make the login process seamless:
Customer Portal Overview – A general guide on what customers see.
Customer Access Guide – Instructions on how customers can log in for the first time.
Note: If customers aren't ready to sign up immediately via the email link, they will also have the option to opt into auto-pay the next time they make a standard manual payment.
Step 2: Temporarily Placing Accounts on Hold (Optional)
If you need to pause billing or services while waiting for customers to update their payment methods, you can utilize a bulk account hold.
Give them a buffer: We highly recommend giving your customers a few days' grace period after sending the mass email before enforcing any account changes.
Let us handle the heavy lifting: You do not need to change these statuses one by one. Once you are ready, reach out to our support team, and we can process a bulk change to place your designated customers on hold all at once.
Best Practices for a Smooth Transition
Clear Deadlines: In your mass email, give customers a specific date by which they need to enter their card info to avoid service interruptions.
Monitor Sign-Ups: Check your customers periodically to see who has successfully transitioned before requesting a bulk hold.