Managing Consumers FAQs

How can I look up a consumer?

To find a consumer, use the Lookup Report.

  1. In the Admin Portal, navigate to Reports > Transaction ReportsLookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.

The consumer information, once located, will display as a blue hyperlinked subscription number. You can click this hyperlink to access such functions as refunds, voids, subscription cancel, and username/password updates (for User Management System Users).

How do I refund or void a transaction?

To refund or void a transaction, follow the steps below.

  1. In the Admin Portal, navigate to Reports > Transaction Reports > Lookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.
  4. If the subscription is located, click the hyperlinked subscription ID.
  5. Click Refund/Void Transaction at the bottom right.
  6. Enter a reason for the cancellation and click Submit.

Refunding a consumer transaction can take 7-10 business days to be returned to the consumer's payment method.

Will I be billed if the consumer's credit card is refunded?

No, we do not charge a processing fee for refunds; however, we will debit your account for the amount of the refund.

Can a partial refund be given for a credit card charge?

In some situations it is possible to offer partial refunds, but we are unable to offer them for all transaction types at this time.

How can I cancel a subscription?

In order to cancel a subscription, follow these steps:

  1. In the Admin Portal, navigate to Reports > Transaction Reports > Lookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.
  4. If the subscription is located, click the hyperlinked subscription ID.
  5. Click Cancel Subscription.
  6. Enter a reason for the cancellation in the provided field.
  7. Click Submit.

Once the subscription is canceled the consumer will not be further billed for the subscription.

How do I extend a membership for a subscriber?

  1. Log in to the Admin Portal.
  2. Select the appropriate subaccount number from the drop-down menu.
  3. Open the Reports Mega Menu.
  4. Choose the Alphabetical List option for report viewing.
  5. Click to select the Active Members report.
  6. Click Open Report.
  7. Click Manual Add in the left navigation pane.
  8. Complete the Expire DateUser Name, and Password fields.
  9. Click Add.

How can I change the price of an existing subscription?

There are two ways to change the price of an existing subscription.

In the CCBill Admin Portal, look up the Subscription Details. In the Direct Discount box you can enter a reduction amount (i. e. $5.00 off) or a new subscription amount.

If you use our Subscription Management Service, you can use the Direct Discount API to modify existing subscription prices.

What happens if a consumer generates a chargeback and attempts to gain access another time?

CCBill maintains a negative database that tests for chargebacks. Once we notice that this is occurring it is very unlikely that the consumer will be able to gain access to the site again.

Can I enter my consumer's credit card information?

No, this is strictly prohibited. It is against CCBill's policy to allow merchants to enter consumer's information. We do this to protect your consumers, and to protect you from having to securely store credit card information pursuant to credit card company guidelines.

Can I use the same username and password for all consumers?

This practice is not allowed. To allow this would open you up to fraud and password trading. Our System is set up to add and delete User Names and Passwords to ensure accuracy and ease of use.

Why isn't the pricing converted according to regional pricing settings?

Once a browser loads the payment form, it will display the price you have set up for that region. However, if a customer manually changes the currency, (e.g. the customer is from the United Kingdom and the currency is changed from GBP to USD) the price might not correspond to your regional pricing setup.


  • You set up custom fixed regional pricing at $15.00 USD / 15.00 EUR / 15.00 GBP
  • A user from the UK loads the payment form. The form reads the 15.00 GBP, as according to the regional pricing setup.
  • The user changes the currency to USD and sees $20.00 USD.

Why didn't the customer see $15.00 USD?

This is because any default regional standard pricing conversion values or traffic manager custom fixed ratios only impact what is initially displayed to the customer based on the Geo IP regional detection. This is performed so that customers couldn't abuse the system and misuse a region's lower price.

What are the available billing types, and price minimums and maximums?

he following Billing Types are available to you:

  • Single Billing Type. Single billing is a one-off transaction that allows a member access for 2-365 days.
  • Recurring Billing Type. Recurring Billing rebills the consumer every time the period selected is over.

All Merchants are assigned a default structure in line with the following:

  • Pricing
    • Minimum: $2.95 USD
    • Maximum: $100.00 USD
  • Time Periods
    • Initial Period: 2-365 Days
    • Rebill Period: 30, 60, or 90 Days

Changing Pricing to Exceed Minimums and Maximums

Changes to your available price ranges require upper management approval. If you would like to make changes, please contact CCBill Merchant Support. We'll talk to you about the changes you want and submit your request to the right people. This process can take one or two business days to complete.

For more information see the Schedule 1: Fees or the Fees and Holdback Addendum that you received when you signed up for CCBill services.

I lost my local user database, can you help me recover?

If you experienced issues with your local user database, whether because you've moved servers or had a hardware failure, we can help you recover your data. Contact our Merchant Support Team and a representative will assist you immediately.

  • If you're are using CCBill's default User Management system, we can repopulate the Username/Password list for you.
  • If you're are using CCBill Webhooks, Background Post, Datalink, or any other custom user management system, CCBill can recover datalink dumps for the entirety of your account. That will at least provide you all the basic billing details you need in order to rebuild your user database.

Why am I getting the "No Users Available" error message?

If you are receiving an error message that reads No Users Available, try the following:

  • Check whether you do have any users available. Navigate to Account Info > Sub account Admin > User Management. Check the Username Settings section for the Uploaded Users Report and the Upload Usernames tool.
  • If you do have a number of users available, then this error message might be prompted due to the JPOST coming from an IP address that the user management script on your server does not recognize. Please, contact Merchant Support with FTP information on hand so that we can assist you in correcting this issue.

How can I manually add a member to my site?

There might be situations when you may want to add a member to your site without having them sign up for a subscription. To do so, please follow the instructions below.

  1. Sign in to the Admin Portal.
  2. Navigate to Reports and select the Member Reports category under By Topic.
  3. Click to select the Active Members report.
  4. Look to the left of your screen and select Manual Add under User Management.
  5. Enter the necessary information:
    • Expire Date. Will be the date this user will expire from your account.
    • Username & Password. The username and password to be utilized for site access.
      Note: Both the Username and Password are case sensitive.
  6. Click the Add button to complete the process.

Note: This feature will only work if you are currently using the standard User Management system within the subaccount. You can confirm this is active by navigating to Account Info > Sub Account Admin > User Management. Verify that the Turn Off User Management button is available. If it is set to Turn On then you are not utilizing this feature.