How Can I Prevent Subscription Renewal Reminder Emails During a Free or Paused Period?

Preventing Renewal Notices in Recurly Subscriptions

The system's logic for sending email reminders operates independently of a subscription's pause or a manually granted free period. To stop renewal notices for affected subscribers while keeping the subscription technically active, follow these steps in Recurly Subscriptions.

Resolution Step 1: Disable at the Plan Level

The most direct method is to temporarily turn off the email notification for the specific plan in question.

1. Navigate to Configuration: Go to Configuration > Plans.

2. Select the Plan: Choose the specific plan for which you want to suppress the emails.

3. Disable the Setting: Temporarily disable the Subscription Renewal Reminder email setting.

4. Re-enable: Crucially, remember to re-enable this setting after the extended free or paused period concludes to ensure normal customer communication resumes.

Resolution Step 2: Use a Custom Email Server (e.g., SendGrid)

If you are using a third-party email service, like SendGrid, you can utilize its advanced filtering capabilities to suppress the messages for specific customers.

1. Identify Target Customers: Maintain a system of record (e.g., a CRM or internal database) that identifies customers with a known manual credit or a paused status.

2. Apply Filtering Logic: Leverage the custom email server's filtering logic to specifically suppress any messages sent to the email addresses of the identified customers. This allows the email setting in Recurly to remain active while preventing the actual delivery to the affected subscribers.