Help / Subscriptions and changes
Request statuses explained
Pending, Approved, Applying, Applied, Declined, Expired, Cancelled and Couldn't apply — one line each, and what to do next.
PartnersUpdated 15/09/2026
This screen is still being finished. The steps below describe how it will work; check them against the portal once it is live.
Every change request shows its status on the client's Subscriptions tab and in the request's own timeline.
| Status | Meaning | What to do |
|---|---|---|
| Pending | Sent; the client has not decided. Lasts seven days | Nothing. Resend the email once if they say it did not arrive |
| Approved | The client agreed, and the change is queued for their next charge | Nothing; it applies on its own |
| Applying | Being written to their subscription right now | Nothing; a minute at most |
| Applied | Done. The next charge is at the new price for the new blend | Check the tin shows the new lines |
| Declined | The client said no; their reason is shown if they gave one | Talk to them; send a new request if you agree something different |
| Expired | Seven days passed with no decision | Ask the client, then send a new request |
| Cancelled | Withdrawn — by you, by the client stopping sharing, or by us | See the reason on the timeline |
| Couldn't apply | Approved, but the change could not be made | We are on it, and you will get an email |
Cancelled — the reasons you may see
You withdrew it (Cancel on the request).
Superseded — you sent a new request for the same tin and chose to replace the open one.
The client stopped sharing — pending requests are cancelled; an approved one still applies, because the client agreed to it.
The subscription changed — the client edited, paused or cancelled it after you sent the request, so what you proposed no longer matches. Look again and send a fresh one.
Couldn't apply
Rare. The usual causes are a charge that ran while the change was being made, an ingredient we stopped making between approval and apply, or a limit that moved. Nothing is half-done: either the whole change applied or none of it. Our team is alerted and will email you and, where needed, the client.
Related
- Suggest a changePropose a different dose, ingredient, base or name for a client's subscription; the client approves by email.
- Cancel or resend a requestYou can withdraw a pending request, or resend its email with a fresh link.
- When changes take effectThe six-hour window before a charge, 90-day plans, and tins already made.
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