Multiple customer records with one email
More than one customer record can use the same email address. Each record has a unique customer ID and keeps its own subscriptions, payment methods, and billing details. If a customer sees more than one record in the portal, they should select the record connected to the subscription they want to manage.How Kelviq chooses a payment method
When a subscription renews, Kelviq first charges the payment method selected when the subscription was created. If that payment method fails because it has expired, has insufficient funds, or cannot be processed, Kelviq uses the saved default payment method as a fallback.How customers pay a failed card invoice
If an automatic card payment fails, your customer gets an email with a link to pay the invoice. They can also open Settings > Billing in the Customer Portal to add or update a payment method. Paying an invoice manually does not turn off automatic payments. The customer’s payment authorization remains active for future renewals. See Failed subscription payments for the card retry schedule.How customers manage payment methods
Add a payment method
- The customer opens Settings from the main menu and selects Billing.
- They select the customer record they want to update.
- They click Add Payment Method.
- They enter the payment details and click Save.
Set the default payment method
The default payment method is used as a fallback if the payment method attached to a subscription fails.- The customer opens Settings > Billing.
- They find the payment method they want to use as the default.
- They click the star icon next to it.
Delete a payment method
Customers cannot delete their current default payment method. They must set another payment method as the default first.- The customer opens Settings > Billing.
- They find the payment method they want to remove.
- They click the trash icon next to it.