FreezeSub Documentation
Everything you need to know to get FreezeSub running and saving subscribers.
Quick Start
Get from zero to saving subscribers in under 5 minutes:
- 1
Go to the Stripe App Marketplace and search for "FreezeSub"
- 2
Click "Install" and authorize the required permissions
- 3
Open FreezeSub in your Stripe Dashboard → Apps
- 4
Configure your pause durations and customize the pause page message
- 5
Enable FreezeSub — you're live. The next subscriber who tries to cancel will see your pause offer.
Installation
Prerequisites
- An active Stripe account (any plan)
- At least one active subscription product in Stripe
- Stripe Customer Portal enabled (recommended, but not required)
Stripe App Marketplace Install
FreezeSub is distributed exclusively through the Stripe App Marketplace. This means no npm package, no webhook endpoints to configure, and no API keys to manage.
From Stripe Dashboard:
- Click the Apps icon in the left sidebar
- Click Explore apps or go to marketplace.stripe.com
- Search for FreezeSub
- Click Install app
- Review and accept the required permissions
- You'll be redirected back to your Stripe Dashboard with FreezeSub active
Required Permissions
FreezeSub requests only the permissions it needs:
| Permission | Why |
|---|---|
| Read subscriptions | To detect cancellation intent and check eligibility |
| Write subscriptions | To pause and resume subscriptions |
| Read customers | To identify the subscriber in the pause flow |
| Read products/prices | To display plan details on the pause page |
Configuration
Pause Durations
Choose which pause durations to offer your subscribers. You can enable 1, 2, or all three:
- 1 month — Good for seasonal businesses or subscribers who need a short break
- 2 months — Most commonly selected option
- 3 months — Best for longer-term pause scenarios
Pause Page Customization
The pause page is the customer-facing offer. Customize:
- Headline — e.g., "Need a break? Pause instead."
- Description — explain what a pause means for them
- Brand color — your primary brand hex color
- Logo URL — displayed at the top of the pause page
Plan Targeting
You can configure FreezeSub to show the pause offer only for specific Stripe Price IDs. Useful if you have free plans or plans where a pause doesn't make sense.
How the Pause Flow Works
When a subscriber clicks "Cancel subscription" in your Stripe Customer Portal, FreezeSub intercepts the event.
Instead of immediate cancellation, the subscriber is shown your branded pause page with the available pause durations.
The subscriber either accepts a pause duration (subscription is paused) or confirms they want to cancel (subscription is cancelled as normal).
If the subscriber accepts, FreezeSub calls Stripe to pause billing collection. No invoice is generated during the pause period.
When the pause period ends, FreezeSub automatically resumes the subscription and notifies the subscriber 7 days in advance.
Analytics
FreezeSub's analytics dashboard (inside your Stripe Dashboard) shows:
- Total saves — pauses accepted instead of cancellations
- Conversion rate — percentage of cancellation attempts converted to pauses
- Revenue retained — estimated MRR saved
- Active pauses — current subscribers in pause state
- Top pause reasons — why subscribers are pausing (too expensive, not using, etc.)
- Duration breakdown — which pause durations are most popular
- Resume rate — percentage of paused subscribers who resume vs. cancel at pause end
Pricing
Up to 10 saves/month, always free.
- ✓ 10 pauses/month
- ✓ Basic analytics
- ✓ Standard pause page
Capped at $99/month. Unlimited after cap.
- ✓ Unlimited pauses
- ✓ Full analytics
- ✓ Branded pause page
- ✓ Priority support
FAQ
Does FreezeSub work with annual subscriptions?
Yes. FreezeSub works with monthly and annual Stripe subscriptions. For annual plans, the pause pauses billing collection for the specified period.
Can subscribers still cancel if they don't want to pause?
Absolutely. The pause page always includes a "No thanks, cancel my subscription" option. FreezeSub never prevents a subscriber from cancelling if that's what they truly want.
What happens to the subscription during a pause?
Stripe's pause_collection feature is used, which stops billing. The subscription remains active in Stripe but invoices are not generated. The subscriber retains access to the service during the pause period — this is up to the merchant to enforce based on their product.
What if a subscriber cancels during the pause period?
The subscriber can still cancel during the pause. If they do, FreezeSub detects the cancellation event and cleans up the pause record.
Is there a limit to how many times a subscriber can pause?
By default, one active pause per subscriber. You can configure this in the Settings panel. Most merchants allow one pause per 12-month period.
What does FreezeSub count as a "save"?
A save is counted when a subscriber accepts a pause offer. This is the billable event. A save that later results in cancellation during the pause period is still counted as a save (the pause was provided).
Support
Need help? We're here.
Email support: hello@freezesub.com
Response time: Free tier — 2 business days. Pro — 24 hours.
When contacting support, please include your Stripe Account ID and a description of the issue.