Moving my subscriptions off Pabbly

Status: Closed · Asked by Sven B on · 0 views

Sven B — Question ·

I'm planning to move new sales to my own checkout platform, because some checkout features I need still aren't available in Pabbly. As part of that, I'd also like to move my existing card subscriptions over, and I want to confirm two things first.

1. What happens to the saved card when I cancel a subscription?

Example: a customer has a monthly subscription in Pabbly. Their card is saved in my own Stripe account, under Stripe customer "cus_ABC" with a Visa ending 4242. I cancel this subscription in Pabbly (immediately, via API or dashboard).

Afterwards, will customer "cus_ABC" in my Stripe dashboard still have the Visa ending 4242 saved? Or does Pabbly remove the card or the Stripe customer when a subscription is cancelled?

2. Will Pabbly react to payments it did not create?

Example: after I cancel the subscription in Pabbly, my own system charges the same Stripe customer "cus_ABC" $19 directly in Stripe. Stripe then sends a "payment succeeded" event, which Pabbly may also receive through its Stripe connection.

Will Pabbly do anything with that payment (for example create an invoice, send an email, or reactivate the cancelled subscription)? Or will it ignore it, because Pabbly did not create that payment?

Thanks,
Sven

Pabbly Support — Reply ·

Hello Sven,

Thank you for reaching out!

Regarding your queries, please be informed:

  1. Saved Card and Stripe Customer:
    When you cancel a subscription in Pabbly, nothing is removed from your Stripe account. The subscription is simply cancelled within Pabbly, while your existing Stripe customer and saved card remain available in your Stripe account.

  1. Payments Made Outside Pabbly:
    If you process payments directly through your own Stripe account after cancelling the Pabbly subscription, Pabbly will not automatically take any action on those payments. If required, you can disable the webhook notifications from Stripe so that Pabbly does not receive those payment events.

We also understand that you are considering moving your new sales to your own checkout platform because some checkout features you need are currently unavailable in Pabbly.

Before making that move, we would genuinely appreciate it if you could share the specific checkout features or use cases that you are currently unable to achieve with Pabbly. Once we understand your requirements, we can discuss them with our team, check the feasibility of supporting them, and explore whether any improvements can be made to accommodate your use case.

We truly value your feedback and would appreciate the opportunity to understand your requirements and see if there is a way we can better support your business before you make a final decision.

Please feel free to share the details with us, and we’ll be happy to look into them.

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

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Sven B — Reply ·

Hi Shekh,

Thanks for the clear answer, that helps a lot.

You asked which checkout features I'm missing. It's less one single feature and more what has built up over the last months.

1. Feature requests open for months without movement

2. Bugs across the product

Customers have reported the checkout being flaky, and I keep running into bugs, on the checkout and thank-you page but also in the dashboard, invoices and emails. A few examples from my own threads:

Checkout and thank-you page:

Dashboard, invoices and emails:

Each time it's on me to notice it, often only because a customer tells me, then report it and follow up.

3. API reliability

4. Support

Over the last one or two months, the answers I get have often felt generic, sometimes as if my message hadn't really been read, and I keep getting pointed to the roadmap for requests that have been sitting there for months. I even asked whether the roadmap is still actively maintained (https://forum.pabbly.com/threads/is-pabbly-subscription-billings-roadmap-actively-maintained.216471).

In the end it comes down to time. I want to set up my checkout and payment handling once and then focus on my business, not keep reporting issues in the forum and following up on them. That's why I'm moving.

I'll keep using Pabbly over the coming weeks while I transition, and my existing subscriptions will stay on Pabbly for a while longer.

Thanks,
Sven

Pabbly Support — Reply ·

Hello Sven,

Thank you for taking the time to share such detailed feedback and for outlining the features and improvements you would like to see.

We have noted your requirements, particularly around conditional checkout fields, checkout customization, invoice improvements, API reliability, and the other product-related issues you mentioned. We will share these details with our product and technical teams for review.

If there are any specific features or improvements that would make Pabbly better suited to your requirements, please feel free to share them with us. Your feedback will help us better understand your use case and identify areas for improvement.

Thanks & Regards,
Soumya Tripathi
Customer Support Lead
🌐 Pabbly.com

Sven B — Reply ·

Hi Soumya,

Thanks for asking which features and improvements would make Pabbly better suited to my requirements.

Good news: I already wrote them down. They're in my previous message, the one directly above yours, complete with roadmap IDs and links to every thread. Some of those requests have been waiting long enough that they probably qualify for their own anniversary.

So nothing new to add from my side. It's all there, ready to be read.

My original questions were answered, so feel free to close this thread.

Best,
Sven

Pabbly Support — Reply ·

Hi Sven,

Thank you for your response and for sharing your prompt feedback.

We completely understand your concerns and sincerely appreciate the time you have taken to share the details of the open requests and issues. We’re genuinely sorry that Pabbly has not fully met your expectations.

We have discussed your feedback with our concerned team, and we want to make a sincere effort to continue your association with Pabbly. Where your requirements are technically feasible, we are willing to reprioritize our efforts and work towards implementing the improvements that are important to your experience and use cases.

Your feedback is valuable to us and will be considered by our product and engineering teams as part of our improvement efforts. We would genuinely like the opportunity to address the gaps you have experienced rather than see you move away from Pabbly.

We truly value your association with Pabbly, and every customer is equally important to us. We hope we can continue supporting you and work towards making Pabbly better suited to your

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

👉 Rate your support


Pabbly Support — Reply ·

Hi Sven,

We completely understand your concerns and sincerely appreciate the time you have taken to share the details of the open requests and issues. We’re genuinely sorry that Pabbly has not fully met your expectations.

We have discussed your feedback with our concerned team, and we want to make a sincere effort to continue your association with Pabbly. We are willing to make the required changes and work towards implementing your requirements, wherever they are technically feasible.

To help us take this forward effectively, we kindly request you to share the priority changes or requirements that are most important to you at the moment and are the primary reasons you are considering moving away from Pabbly. This will help us understand what needs to be addressed first and allow our team to focus on the areas that matter most to you.

We genuinely want to address these concerns and do our best to fulfil your requirements rather than see you move away from Pabbly. Your feedback is valuable to us and will also be considered by our product and engineering teams as part of our ongoing improvement efforts.

We truly value your association with Pabbly and would appreciate the opportunity to work with you on these priorities and improve your overall experience with our platform.

We look forward to hearing from you.

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

👉 Rate your support


Sven B — Reply ·

Hi Shekh,

Thank you for your continued appreciation of my continued feedback. I sincerely appreciate the opportunity to acknowledge your acknowledgment of the concerns previously acknowledged.

Please rest assured that I have forwarded your request to myself. Following an extensive internal review, I have confirmed that my requirements remain available in message #3.

To help you take this forward effectively, I have identified the following priority changes:

  1. Read message #3.

  2. Review the requirements in message #3.

  3. Where technically feasible, respond to the requirements in message #3.

I understand that scrolling upwards may require cross-functional coordination, and I sincerely appreciate your team's efforts in exploring this possibility.

While I cannot commit to a timeline for repeating the same information, please be assured that your request to request it again is valuable to me.

Thank you once again for your commitment to continuing this conversation. I look forward to the opportunity to have already answered your next question.

Thanks & Regards,
Sven

Pabbly Support — Reply ·

Hello Sven,

Thank you for reaching out!

We sincerely apologize for the inconvenience caused by the extended time taken to resolve this issue. We understand that you have been facing this concern for quite a long time, and we also appreciate your patience so far.

We have escalated your reported issue to our concerned technical team on a high priority for further investigation. Our team is currently reviewing the concern, and we will share an update as soon as we receive further information.

We truly appreciate your patience and continued association with Pabbly, and sincerely regret the inconvenience caused. Kindly allow us a little more time while our team works on identifying and implementing feasible changes to address the concern.

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

👉 Rate your support


Sven B — Reply ·

Hi Shekh,

Thank you for your continued commitment to appreciating my patience. Please rest assured that your appreciation has been received and is currently being appreciated on a high priority.

I fully understand that your team requires additional time to investigate "the concern." To support this process, could you kindly confirm which concern that is? My previous message contains several, and I would sincerely appreciate the opportunity to understand which one I am currently being thanked for waiting on.

Your clarification is valuable to me and will help me allocate my continued patience to the appropriate issue.

Thanks & Regards,
Sven

Pabbly Support — Reply ·

Hi Sven,

Thank you for your patience, and apologize for the unforeseen delay while our engineering team reviewed and re-tested the issues reported with Pabbly Subscription Billing.

We have addressed and verified the reported bugs and API-related issues. Please find the concise status below:

1. Checkout & Thank-You Page

  • Thank-You Page placeholders: Fixed and verified.

  • Popup Checkout redirect behavior:

    • PayPal/redirect gateways: Cannot be changed due to the security restrictions of the respective gateways. PayPal does not allow its checkout to be embedded within another website's popup.

    • Card payments: The current main-tab redirect is by design to maintain a reliable payment flow and conversion tracking.

  • Browser title on Thank-You Page: Fixed and verified.

  • Agreement text placeholder in Checkout Customizer: Fixed and verified.

  • License code on Custom Redirect URL: Fixed. The Hosted Page API now returns the license code for card and PayPal purchases.

2. Dashboard, Invoices & Emails

  • Blank page while creating a new plan: Fixed and verified.

  • Product Name/Plan Name placeholders in invoices: Fixed and verified.

  • Stripe SCA Confirmation Email wording: Reviewed and corrected.

  • Video icon on customer-facing Add Card page: Fixed.

3. API Reliability & Performance

  • API timeouts and timezone errors: Fixed. The September 10 server issue and related timezone error have been resolved.

  • Dashboard Stats API per-product statistics: Fixed and verified.

  • Dashboard Stats API product_id filter: Fixed and verified.

  • Total_net_revenue discrepancy: Fixed and verified.

Summary: Of the 13 reported technical issues, 12 have been resolved and verified. The only remaining item is the popup checkout redirection behavior, which is governed by external payment-gateway security restrictions rather than a Pabbly-side issue.

We appreciate your detailed feedback and association with Pabbly. Please let us know if you have any further questions or notice any other issues.

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

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Sven B — Reply ·

Hi Shekh,

Thank you for your patience regarding my patience, and please accept my sincere appreciation for your appreciation of my detailed feedback.

I am delighted to acknowledge that 12 of the 13 reported bugs have been fixed and verified. This is a truly remarkable milestone, and I would like to extend my heartfelt gratitude to the engineering team for resolving the issues I have been discovering, reporting, following up on, and reminding you of over the past months.

However, I would like to kindly and gently bring to your attention that the primary concern raised in message #3 was the feature requests. Following an extensive internal review, I have prepared a concise status of my own:

Conditional checkout fields: Not implemented.
Custom focus color for input fields: Not implemented.
Specific expiry time for coupons: Not implemented.
Plan price in the invoice Unit price column: Not implemented.
License codes in the Verify Hosted Page API response: Not implemented.
Editable checkout fields prefilled via customer_id: Not implemented.
Hiding zero value invoice rows: Not implemented. My customers continue to enjoy a red Discount of $0.00 on every invoice.

Summary: Of the 7 feature requests, 0 have been implemented. Please note that, unlike the popup checkout, none of these items are governed by external payment gateway security restrictions.

I would also like to respectfully share that, while I deeply value our collaboration, I have decided to step down from my unpaid role as Pabbly's Quality Assurance Tester. I am confident the position will soon be filled by your next customer who notices a bug, most likely because their own customer told them.

For full transparency, please allow me to summarize this thread:

  1. I asked one question.

  2. You answered it.

  3. I said thank you.

  4. You asked for feedback.

  5. I provided feedback.

That's it. At no point did I request to be retained, reprioritized, or escalated on a high priority. Nevertheless, please rest assured that your efforts have been received and appreciated.

I am also pleased to share that my transition is now complete. I have built my own checkout platform on my own VPS, featuring invoicing, a faster checkout, Apple Pay, Google Pay, conditional fields, and thank you pages that do exactly what I tell them to. Using the Stripe integration feature, I have moved my existing subscriptions away from Pabbly.

Please feel free to close this thread at your earliest convenience. I truly value our association and look forward to the opportunity of not requiring any further updates.

Thanks & Regards,
Sven
Former Customer and Retired QA Specialist

Pabbly Support — Reply ·

Hello,

Thank you for sharing your feedback and for taking the time to explain your concerns.

We completely understand the concerns you have highlighted and also respect your preference not to receive any further communication from our end regarding this matter.

We sincerely appreciate the detailed feedback you have shared. It has helped us identify and make the necessary improvements within the application.

For now, we will be marking this ticket as closed from our end. Should you need any assistance in the future or wish to continue your association with Pabbly, please feel free to reach out to us anytime.

Thank you once again for your patience, understanding, and kind cooperation.

Thanks & Regards,

Shekh Dilshekh

Customer Support Specialist

🌐 Pabbly.com

🎉Black Friday Early AccessSignature image

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