Maple provides a hosted self-service interface that allows end customers to manage their billing-related information and activities. Through the portal, customers can view and download invoices, update payment methods, track usage or subscription details, manage account information and payment methods securely. It provides transparency, convenience, and control for customers, reducing support overhead for your business.

You can set up customer portal links via the web application or dynamically through the Customer Portal API to enable customers view their billing details, subscriptions, payments, credits, invoices and update payment information.

You can also customize the messaging, the exposed sections and the theme of the customer portal to match your company brand through the customer portal settings in the Maple web application.

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Enabling the Customer Portal

Before sending portal links to customers, you need to enable the customer portal in the Maple dashboard under Settings > Customer Portal.

You can configure the portal to display any combination of customer billing information

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Managing subscription settings in the customer portal

To allow your customers to manage their own subscriptions

  • Go to Settings > Customer Portal and ensure the “Enable Customer Portal” is turned on
  • Then you can enable “Allow cancellations” and “Allow Updates”

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Cancellation

In the subscriptions section, enable “Allow cancellations” to allow your customers to cancel their subscription.

The subscription will be canceled at the end of the subscription term.

To cancel a subscription, a customer will need to

  • Go to the customer portal
  • Navigate to the subscription they wish to cancel
  • Select Actions > Cancel
  • Provide a reason for the cancellation
  • Confirm the cancellation

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Update

By enabling “Allow updates”, customers can self-manage their subscription quantities, such as increasing or decreasing seat or license counts—ideal for businesses with usage-based or seat-based billing models.

Only license-based or seat-based subscriptions can be updated through the portal. Other types of subscriptions must be managed by an admin via the dashboard.

To update a subscription, the customer will need to

  • Log into the customer portal
  • Locate the subscription they want to modify
  • Click Actions > Edit
  • Adjust the number of seats or licenses
  • Review and confirm the changes

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Upgrade

When a customer upgrades their subscription by adding more seats or licenses:

  • The change is applied immediately
  • The customer is charged a prorated amount for the additional seats for the remainder of the billing period
  • On their next invoice, the new seat/license total will be fully reflected in the charges

This immediate effect ensures customers gain access to the new capacity right away, supporting scalability and flexibility.

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Downgrade

When a customer downgrades their subscription by reducing seats or licenses:

  • The change takes effect at the start of the next billing cycle
  • There is no immediate proration or refund
  • On the next invoice, the updated seat/license count will be billed accordingly

This approach ensures billing consistency and avoids mid-cycle adjustments that can complicate reporting or cause confusion.