Yes, you can rename an existing subscription product when following conditions apply:
- If the new subscription product name is similar to the old subscription product name.
Example:
- Old subscription product name: The Fitness Channel
- New subscription product name: The Global Fitness Channel - If the new subscription product name is completely different than the old subscription product name AND you don't have any subscribers yet signing up for the old subscription product.
Example:
- Old subscription product name: The Fitness Channel. No subscribers signed up yet*.
- New subscription product name: The Movie Channel
*You can find your subscriber numbers in your subscriber database account at www.crosstribution.com.
If above conditions are met, please contact customercare@lightcast.com and we will be happy to help with changing your subscription product name.
IMPORTANT: If we change your subscription product name, don't forget to check the name of your assigned Channels (= the Channels which are assigned to your subscription product) and make any necessary changes for your Channel titles and media items assigned to it. To find out which Channels are assigned to which subscription product, please go to "Revenue" in the left-hand menu of your Media Cloud account and click on "Subscriptions".
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If above conditions aren't met, we need to do the following:
- Setup a new subscription product
- Assign a new Channel(s) to the new subscription product
- Delete the old subscription product
- Cancel the subscription for each subscriber who signed up for your old subscription product with the end of their payment period (monthly or annual)
IMPORTANT: Your subscribers paid a subscription amount to gain access to your content for a certain period of time (either monthly or annual). To avoid complaints and lost reputation, as well as refund requests or chargebacks, we will cancel their subscription at the end of their payment period.
Example:
- Subscriber A signed up for your monthly subscription and paid from July 4th to August 3rd. We will cancel his/her subscription by August 3rd so s/he still has access to your content during the period s/he paid for.
- Subscriber B signed up for your annual subscription and paid from February 10th, 2021 to February 9th, 2022. We will cancel his/her subscription by February 9th, 2022 so s/he still has access to your content during the period s/he paid for.
IMPORTANT: As mentioned above, subscribers paid a subscription amount to gain access to your content for a certain period of time (either monthly or annual). They not only expect access to your content they paid for, but they also expect some value for the money they spent. Therefore we strongly recommend to not remove the content they paid for until their payment period has ended.
Example:
- If you only offered a monthly subscription, please make sure to keep your content running for your old subscription at least until end of the month to avoid complaints and lost reputation, as well as refund requests or chargebacks.
- If you offered an annual subscription, please make sure to keep your content running for your old subscription 12 more months to avoid complaints and lost reputation, as well as refund requests or chargebacks.
Please contact customercare@lightcast.com if you would like us to delete your old subscription product.