Article ID: 118702, created on Nov 18, 2013, last review on Oct 30, 2014

  • Applies to:
  • Business Automation

Symptoms

The Provider canceled a subscription. The cancellation order wass processed successfully and subscription has Canceled/Stopped status.

It is impossible to restore the canceled subscription - the Restore Terminated Subscription button is absent and the Renew Subscription button is greyed out, so the subscription can not be activated back:

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Cause

The problem occurs when subscription was canceled within its 'Full Refund Period' and its Termination date (day of cancelation + Hold period) is ahead of Expiration Date.

Resolution

The problem is going to be resolved in the future updates to the product in scope the request PBA-51973.

In the mean time use the following way to restore the problem subscription(s):

  1. Put the subscription on administrative or credit hold manually. As the result the following changes will be done:

    1.1. The subscription will change its status to Administrative Hold or Credit Hold respectively. 1.2. The Service Status will be still Stopped. 1.3. The 'Cancel Subscription' button will be reactivated.

  2. Change the 'Full Refund Period (days)' parameter in the subscription properties to 0.

  3. Cancel the subscription once again and process the cancellation order.

  4. Restore the subscription using the Restore Terminated Subscription button.

To prevent the problem consider to do the following:

  1. Cancel subscription after its Full Refund Period is over or set the Full Refund Period to 0 before manual subscription cancellation.
  2. Set 'Hold Period' in the corresponding Service Terms to lower value, so that subscription termination date is not ahead of expiration date.

Search Words

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