Purchase Flow - Article

Purchasing a Subscription

The user journey typically begins in the Storefront, as shown in this customer-facing example. Subscriptions can be promoted through a carousel and/or displayed in rows that highlight the included content—or selected parts of it—depending on how the Storefront is configured. This flexibility allows you to present subscriptions differently to different audiences, or to change the presentation before and after purchase.

That said, this article focuses on the purchase process. When users are offered a subscription, it is essential that they receive a clear and transparent overview of what they are paying for, the applicable terms, and—just as importantly—what makes the subscription valuable and appealing to them.

Clicking [Learn more] in the promotional carousel—or the [Subscribe from …] button—takes the user to the subscription description page. This page presents the full promotional content and key Unique Selling Points (USPs), helping potential customers decide whether the subscription meets their needs before proceeding with the purchase.

If the user is already registered, prices are displayed in the currency associated with the country on their account. For unregistered users, prices follow the platform’s default currency configuration.

The following steps are shown from the perspective of a registered user who has already accepted the “Terms and Conditions” and “Privacy Policy” during account creation. This integrated purchase flow ensures immediate access after completion, with all required safeguards in place.

In this example, users can choose between monthly or annual subscription plans, with the annual option typically offering a percentage-based saving. Available billing plans are defined when the subscription is created and are clearly presented to the user. 

The subscription landing (description) page always includes:

• A purchase widget showing available billing plans and standard purchase information
• A What’s included section listing the included training activities (courses and programs).
• A copy link option to easily share the subscription page
• A share option that allows users to email the subscription details to a colleague or friend who may be interested

Clicking [Purchase] starts the buying process and opens the “Checkout page”. Here, the user can choose to purchase the subscription for personal use or for a team.

When selecting a team subscription, the default is two seats, which can be adjusted from a minimum of one up to one thousand seats. Pricing updates immediately based on the selected number of seats and is calculated in real time, including applicable tax rules that depend on factors such as buyer type (individual or company), seller location, and venue where relevant.

Having completed all the mandatory fields, the credit card information is provided to complete the purchase. Eurekos integrate payment gates and no credit card information is ever stored within the service-only transaction IDs to reference the transaction on 3rd party services are provided and only data for your financial tracking and audit is stored within Eurekos.

Currently, Stripe is the only supported payment gateway for subscription purchases using credit cards.

Before completing the [Purchase], the user is prompted to review the Terms of Use and Privacy Policy via clickable links below the payment fields; each opens in a new tab.

After a successful purchase, the user is taken to the Order Confirmation page. The confirmation text—along with related system messages and emails—can be customized by a Platform Administrator.

The Order confirmation page for subscriptions includes various information depending on configuration and type:

The Order confirmation page for a Team subscription includes the same core elements as a Personal subscription, with additional team-specific actions:

After purchase, the subscription is available from Subscriptions in the main menu. The purchaser also receives a confirmation email for reference, summarizing key subscription details such as the plan title, billing frequency, total amount paid, and next billing date.

Add or Deactivate seats in Team Subscriptions

After completing a purchase, a team subscription owner will typically start by assigning seats, which is covered in detail in a separate article. Over time, they may also need to add or remove seats to reflect organizational changes.

Additional seats can be added from the subscription details page by selecting [Add seats].

This opens the Checkout page, where seats are purchased in the same way as the original allocation. Up to one thousand seats can be added using the input field or plus/minus controls. The checkout clearly displays the prorated charge for the current billing period, as well as the updated amount for the next billing period based on the new total number of seats.

The purchase uses the currently active payment method for recurring charges and processes the order immediately. Once successful, the order confirmation flow—identical to the original purchase—is shown again.

In addition, the subscription owner receives a separate confirmation email titled Additional seats purchase – owner, summarizing the added seats and related billing information.

If the subscription owner needs to reduce the number of seats, this can be done for both Active and Unassigned seats. Seats can be removed individually using the [More] option for each user, or in bulk by selecting multiple users from the list.

Deactivating a seat has a financial impact, as the seat is permanently removed from the subscription starting with the next billing period. Until then, the seat can be reactivated, with appropriate confirmation emails.

The subscription owner is informed of the impact and must confirm the action. Selecting [Deactivate] proceeds with removing the seat(s), while [Keep seat(s)] cancels the operation.

Upon deactivation, the subscription member receives an email Subscription seat deactivate – user, informing them that their seat will expire on a specified date.

Deactivate a subscription

Subscription owners can deactivate a subscription from the Subscription details page. Deactivation disables the subscription entirely and, for team subscriptions, revokes access for all assigned members.

The [Deactivate] option is available in the contextual [More] menu.

Clicking this option opens a confirmation dialog showing the effective cancellation date for the subscription, along with a reminder that the subscription can be reactivated before cancellation takes effect, that is, before the end of the prepaid period.

Selecting [Deactivate] proceeds with the action, while [Keep subscription] cancels it.

Once deactivated, subscription members receive an email titled “Subscription seat deactivate – user”, informing them of the date their access will expire (for team subscriptions).

The subscription owner receives the email notification Subscription deactivate – owner, confirming the effective expiration date and outlining the option to reactivate before cancellation takes effect.

Deactivating a subscription has a financial impact going forward only, as the subscription is permanently cancelled starting with the next billing period. Until that time, the subscription can be reactivated. No reimbursements are issued for the prepaid period.

If the subscriber selects [Reactivate] before cancellation takes effect, a confirmation is required. No additional payment information is needed—the existing payment method remains valid—and reactivation takes effect immediately.

The subscriber receives the email confirmation Subscription reactivate – owner, and the original billing schedule is restored. For example, if the subscription was billed monthly, it remains monthly, and the next billing date stays unchanged. The same applies to other billing cycles, such as quarterly or yearly plans. 

Upon reactivation, all subscription team members receive an email titled Subscription seat reactivate – user, informing them that their access has been reinstated. This completes the cycle of deactivation and reactivation of subscriptions for subscribers and subscription members.

Cancelled Subscriptions

If the subscriber wants to rejoin after the cancellation has taken effect, a [Subscribe again] option is available from the subscription details page. This requires a new purchase, but the user is conveniently redirected to the purchase flow.

For team subscriptions, a new purchase requires reinviting previous team members, if so desired. Even so, progress is restored for training activities that are still included and are identical to previous enrollments.

Failed payment

Credit card payments are processed automatically at the billing intervals selected during purchase. Over time, payments may occasionally fail—most commonly due to an expired card, but also because of spending limits or other technical issues.

When a payment fails, the following process applies:

1. The subscription owner receives an email notifying them of the failed payment and explaining how to resolve it, along with a grace period to prevent cancellation. The failed payment affects the subscription and all active seats.
2. The subscriber is expected to act within this grace period, typically by updating payment details.
3. If no action is taken, the subscription is cancelled at the end of the cancellation (grace) period, and the subscriber is notified that the subscription has been cancelled.

Cancellation (grace) period: When a payment fails, a default grace period of 5 days applies before the subscription is cancelled. This period can be adjusted by raising a request to Eurekos support. Note that this is a global setting and applies to all subscriptions.

The subscriber can select [Purchase again] directly from the email notification or access it via the subscription details or subscription list. In all cases, the user must log in to complete the payment using updated card details.

[Purchase again] is available only while the subscription is still within the cancellation (grace) period following a failed payment. Selecting this option opens the Checkout page, where the subscriber can update payment information and complete the transaction before the grace period expires. During this period, no other subscription changes are allowed; full management options are restored once payment is successful.

On the list of subscriptions the information that the payment has failed is also visible, with the option to initiate the payment method update.

Within the subscription details, the deadline for payment is clearly shown, informing the subscriber of the final date to complete payment before cancellation takes effect. If the subscriber contacts support, an administrator can extend the cancellation date to allow additional time for payment.

The payment status is also displayed in the [Transactions] tab of the subscription details, showing all previous transactions and their effective dates, as described in a separate article.

The only relevant email confirmation in relation to the failed payment scenario is Subscription payment failed - user, which is sent to the subscriber for any type of subscription with a recurring payment and applies to any billing cycle, such as quarterly or yearly plans. The email can be customized under Settings → Email sending → Subscriptions.

Advanced user journey and navigation

Subscriptions involve several detailed navigation paths that vary by use case and presentation. While purchasing a subscription may seem straightforward, navigation differs depending on the purchase flow and whether the user is acting as a subscription owner or a subscription member in a team subscription.

A subscription includes one or more training activities—the native Eurekos term covering everything from single courses and webinars to complex learning paths and programs. Once a subscription is purchased, all included activities are available to the subscriber at no additional cost.

This means:

• Enrollment is optional for each activity, unless the subscription is configured for auto-enrollment
• All activity types are supported, including scheduled, instructor-led, and prerequisite-based training
• Prices are neutralized for subscribers, even if the same activities are also sold as standalone offerings
• The Storefront can present subscriptions in multiple ways, including categorized views and subscription-aware visibility

While this introduces a higher level of complexity—especially when combined with audience targeting and presentation rules—Eurekos provides advanced flexibility to support these scenarios and manage them effectively. Take a look at this simplified flow chart:

Not subscribed - from the Storefront

• User clicks [Subscribe] from a subscription row or [Learn more] in the carousel → lands on the Subscription description page → from there, they can proceed with [Purchase]. The What's included section can also be explored, and uses can initiate the subscription purchase from each included activity.
• User clicks on an option in the subscription rows (which shows what's included) → directed to the Activity description page and can [Purchase]
  • If the user already has access to the training outside of the subscription, the option [Go to training] is shown instead.
  • If the activity is also available as a one-time purchase, an information block is displayed. The user can select [View] to explore purchasing the activity individually instead of the subscription—or switch back to the subscription option as needed.
  • If the activity is not available for self enrollment outside of the subscription → Not available in the Storefront will show for one-time purchase

Subscribed

•  A subscription owner clicks  [Subscribe] from a subscription row or [Learn more] in the carousel → lands on the Subscription description page → from there, they can proceed with [Manage]
  • All included activities can be explored → each leading to [Manage]
  • If the owner also has an active seat in the subscription → [Enroll] is available for each option
  • If the owner already enrolled → [Go to training] is available for each option
• A subscription member with an active seat clicks [Subscribe] from a subscription row or [Learn more] in the carousel → lands on the Subscription description page → from there, they can proceed with [Purchase].
  • All training activities are available and the user can navigate to any Activity description and enroll himself
• A subscription member with an active seat clicks on an option in a subscription row (which shows what's included) → directed to the Activity description page and can [Enroll]
  • If the user already had enrolled, the option [Go to training] is shown instead
  • Any activity, even if it is not available for self enrollment outside of the subscription → [Enroll] is available from within this subscription
• If a subscription member with an active seat already has access to an activity through another subscription or a one-time purchase → the option [Go to training] is shown