Field | Value |
|---|---|
Module ID | [REF-CATEGORY-###] |
Owner | Michelle Castillo |
Last Reviewed | April 2026 |
Version | 1.0 |
Customer support
- Requires access to JN AccessAlly WP site
- Requires access to Ontraport
- Requires access to metrics spreadsheet
Procedure
- Cindy will handle this to start.
- Emails come to the support@joshnichol.com email address.
- I suggest checking the inbox daily.
- Here are some videos with relevant tips:
- How to refund, revoke, or cancel:
- How to pause/stop subscription payments:
- https://vimeo.com/1175298778?fl=ml&fe=ec
- (see note on pausing subscriptions below)
- Master Course: How to switch from monthly to annual plan:
- Special note on pausing a subscription:
- AccessAlly has an annoying quirk that the same tag is added both when you pause and when you cancel a subscription (in our case, we use RH_Cancelled).
- We don’t actually want the same actions to happen in both of those cases, though.
- Sometimes, we need to just pause a subscription if someone accidentally starts a second one.
- To get around this, here’s what I typically do:
- Pause the Ontraport automation RH: Cancelled (because it is triggered by the RH_Cancelled tag that we’re about to add in (b) below, but we don’t want it to run in this case)
- Pause the AccessAlly subscription (which adds the RH_Cancelled tag)
- Quickly return to Ontraport and Unpause the RH: Cancelled automation again (hoping that no one else cancels during this brief window 🙁 )
- Remove the RH_Cancelled tag from the contact whose subscription you just paused (since they didn’t actually cancel).
Escalation
If any issues, please connect with Michelle or the manager who assigned the task.
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