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Customer access expiration ​

Sooner or later, every enrollment ends. A subscription gets cancelled. A time-limited course window runs out. You suspend someone for a reason that doesn't apply anymore. This page maps every way access can end and how to bring it back when you want to.

Quick answer

When access ends, the customer sees a friendly "your access has ended" screen in their portal — with their progress preserved. You see the customer's status change to Suspended or Expired on your customer list. To restore access, you either resume a suspended enrollment, extend an access window, or re-enroll them.

When access expires ​

Access can end for any of these reasons.

Subscription cancelled or payment failed past the grace window ​

If the customer paid you on a recurring subscription and that subscription is cancelled — by them, by you, or by repeated payment failures — Klixey pauses access automatically.

For payment-failure specifics (the past-due → suspended → reactivated cycle), see When a payment fails. For the cancellation flow, see Refunds, failed payments, and disputes.

A time-limited access window ended ​

When you manually enroll a customer (or sell them a course with a fixed access duration), you can set an end-date for that enrollment. When that date passes, access expires automatically — Klixey handles the cut on your behalf.

You set this window in the enrollment dialog when you add or edit the enrollment. See Manual enrollment and access management.

You suspended their enrollment ​

You can pause any enrollment from the customer's detail panel. While suspended, the customer can't open that product. Their progress is preserved.

See the Suspend section in Manual enrollment and access management.

They were removed from a community that granted access ​

Some courses are bundled with a community membership — joining the community grants access to the course. If you remove the customer from that community (for moderation reasons, say), the bundled course access goes with it.

See Managing community members for the moderation flow.

A subscription that bundled multiple products was suspended ​

Memberships and subscription bundles work like one ticket for several products. If the subscription paying for the bundle is suspended (failed payment, cancelled, etc.), every product in the bundle is suspended in lockstep — you don't have to pause each one individually, and when the subscription comes back, they all come back.

What the customer sees ​

When access ends, the customer's experience is built to be honest and friendly, not punishing.

In their portal ​

If they open the product whose access ended:

  • They see a clear "Your access has ended" screen.
  • The reason is hinted (subscription ended, time window passed, etc.) without going into your internal reasoning.
  • If you still have the product live and on sale, there's a re-purchase link so they can pick up where they left off.
  • If the product isn't on sale anymore, the screen just confirms what happened.

Progress is preserved

Klixey doesn't wipe lesson completions, community history, or course progress when access expires. If the customer re-enrolls or you reinstate them, they're back exactly where they left off — same percentage complete, same lesson position, same community history.

The exception is if you explicitly choose to reset their progress (see Customer detail panel → Reset progress).

In their email ​

When access expires for any reason, Klixey emails the customer to let them know. The exact subject and copy depend on the reason — a subscription suspension reads differently from a time-window expiry.

What you see ​

On your side, expiration shows up in a few places.

On the customer list ​

Set the Status filter on the customer list to Expired to find everyone in this state. Useful when you want to:

  • Reach out for re-engagement.
  • Audit who's no longer active.
  • Spot customers who let a subscription lapse and might come back with one nudge.

In the customer detail panel ​

Open any customer to see the full picture. Their Enrollments section shows each product with its current status pill:

  • Active — they have access right now.
  • Suspended — paused (by you, or by a payment failure).
  • Expired — the access window passed, or the subscription ended.
  • Refunded — you (or Stripe) refunded the payment, which revoked access.

The Activity stream on the same panel shows exactly when access ended and why — "Subscription cancelled by customer," "Access window ended," "Manually suspended," etc.

See Customer detail panel for the full walkthrough.

How to reinstate access ​

Depending on why access ended, you have different paths back.

For a subscription customer ​

If the customer's subscription was suspended for a payment failure, the easiest path is for them to fix their card:

  1. They open the Payment failed or Suspended email.
  2. They click Update card and add a working payment method.
  3. The next renewal attempt succeeds. The subscription returns to Active automatically, and all bundled access comes back with it.

No action on your side. The whole flow is detailed in When a payment fails.

If they prefer to pay you outside Klixey instead, you can manually re-enroll them in the products they had access to — see Manual enrollment and access management.

For a manual enrollment that ran out ​

If you originally set an end-date that has passed:

  1. Open the customer's detail panel.
  2. Find the expired enrollment in the Enrollments section.
  3. Open it and either extend the end-date or remove it (so access never expires).

The enrollment flips back to Active the moment you save.

For a suspended enrollment ​

If you (or a teammate) suspended the enrollment manually:

  1. Open the customer's detail panel.
  2. Find the suspended enrollment.
  3. Click Resume.

Access returns instantly. Progress is preserved. No email is sent automatically — if you want the customer to know, message them.

For a community-bundled course ​

If a customer was removed from a community and lost bundled course access:

  • Add them back to the community to restore the bundle, or
  • Add a standalone enrollment to the course directly from their detail panel.

What about the customer record itself? ​

Even when every enrollment expires, the customer record stays in your list with their full history. They're not deleted — you can still see their past activity, their old payment records, and their email.

Klixey only removes the customer record when you explicitly delete them. And even then, we keep the record in a retained state for a while before everything's permanently scrubbed — see the deletion section in Customer detail panel for what happens during that window.

Why we don't auto-delete expired customers

A customer whose access ended six months ago might want to come back tomorrow. Keeping their record means they don't have to start over — when they re-enroll, their progress and history are right there. You decide when to clean up your list, not us.

A note on emails ​

Each kind of expiration triggers a different email to the customer. The subject and copy change to match the situation:

  • Subscription suspended → "Your access has been paused — update your payment method"
  • Subscription cancelled → "Your subscription has ended"
  • Manual suspension by you → no automatic email (you decide how to tell them)
  • Time window expired → an automatic notification a short while before and after the cut

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