Who is this for?
StoreHub merchants who need to activate their trial account, manage their subscription plan, add extra store or register licenses, update payment details, or cancel their subscription. This guide is for business owners in F&B, retail, or service industries. To renew your subscription, pay by bank transfer, or reactivate an expired account, see How to Renew Your StoreHub Subscription.
Overview
This guide is your complete resource for managing your StoreHub subscription. It shows you how to activate your account (from trial or self-activation), check your plan details, upgrade your subscription, add or remove extra licenses, manage your credit card information, renew your subscription, and cancel it if needed.
This article covers activating your account and managing your plan, payment cards, and cancellation. To renew, pay by bank transfer, or reactivate an expired account, see How to Renew Your StoreHub Subscription.
Before You Begin
Access to your StoreHub BackOffice. See How to Set Up and Access BackOffice.
A stable internet connection.
Your preferred payment method (credit card or online banking details).
Note:
If you are a Malaysian merchant, some self-activation features are only available within the first 90 days of your account setup.
Quick Help by Topic
If you started a chat and landed here, your question may have a faster, more specific answer. Pick the topic closest to your question:
Your question is about... | Go to this article |
How to upgrade or change my plan in BackOffice | See the Upgrade Your Subscription Plan section below |
I want to downgrade or remove a license | Not self-serve , see the Downgrade Your Subscription section below. You'll need to contact Support. |
I need a renewal quotation or invoice (Malaysia) | |
Cannot log in to my BackOffice or POS | How to Set Up and Access BackOffice - login is different from subscription |
How to add a new register after buying an extra license |
Understand Your Subscription
Check Your Current Subscription Details
1. In your BackOffice, go to 'Billing' in the left-hand menu.
2. Review the 'Subscription Details' section to see your current plan, number of products, activated registers, and stores.
If you see a feature 'Greyed Out' in your 'BackOffice', it is likely because it is not included in your current plan. Below is a comparison of our main plans:
Feature | 'Starter' | 'Advanced' | 'Pro' |
Core POS | Included | Included | Included |
Inventory Management | Basic | Advanced | Advanced |
Food Delivery Integration | Not Included | Included | Included |
Engage (Loyalty) | Add-on | Add-on | Included |
Priority Support | Standard | Standard | Priority |
Click here to learn more.
Understanding StoreHub Billing Invoices
It is important to know the difference between the documents you receive for your records.
Quotation / Proforma: This is a document sent to you that shows how much you need to pay for your subscription. It lists the services and the total cost. Malaysian merchants can generate this themselves. See How to Renew Your StoreHub Subscription.
Invoice: Once your payment is successful, StoreHub issues an invoice. This is your proof of payment.
Tax Implications: Your receipt will show any applicable taxes based on your region (like SST in Malaysia or VAT in the Philippines).
Activate Your StoreHub Account
This section covers how to activate your StoreHub account, whether you're moving from a trial or using the self-activation feature (for Malaysian merchants). If you pay by credit card or online banking, activation is confirmed instantly once your payment succeeds. If your account needs manual verification (for example, by your Onboarding Manager), activation can take up to 2-3 business days.
Activate a Trial Account with Credit Card or Online Banking
1. From the reminder banner on your BackOffice dashboard, click 'Renew Now'.
2. Select your preferred plan (Starter, Advanced, or Pro).
Optional: Purchase an 'Extra Store License' if you have multiple outlets.
Optional: Purchase an 'Extra Register License' if you need more POS devices.
Optional: Subscribe to 'StoreHub Engage' for customer engagement features.
3. Choose your preferred payment method: 'Credit Card' for automatic renewals or 'Online Banking' for manual renewals.
4. Review the 'Plan Summary' and click 'Pay Now'.
5. A 'Payment Confirmation' pop-up will appear. Check the details carefully, then click 'Confirm Payment'.
6. You will see a confirmation message once the payment is completed. Your account is now activated.
Self-Activate Your Account (Malaysia Only)
Note: This feature is only available to Malaysian merchants within the first 90 days of their account setup. It allows you to set up your store and products without immediate subscription charges.
1. Go to your BackOffice 'Dashboard' and find the 'Activate Your Account' button.
2. Click the button. You will be redirected to the 'Billing' section, where your 'Plan Status' will show 'Pending Activation'. Click 'Activate Your Account' again to proceed.
3. You will then have two activation options: 'Activate Now' or 'Schedule Activation'.
Option 1: Activate Now
1. If you choose 'Activate Now', your plan details will appear.
2. Confirm that all details are accurate by ticking the box, then click 'Confirm'.
3. Your account will now be activated, and your 'Plan Status' will change to 'Active'.
What Happens If Activation Fails?
A technical error might occur due to server issues or internet loss. If this happens, you can either:
Retry: Click the 'Try Again' button (this will restart the process).
Get Help: Click the link in the pop-up to 'Contact Your Onboarding Manager' for assistance.
Option 2: Schedule Activation
1. If you prefer to activate your account on a specific date (to complete your setup first), choose 'Schedule Activation'.
Note:
You can only select a date within 90 days of your account creation.
2. Once you select a date, the scheduled activation date will be displayed on your 'Billing' page and 'Dashboard'. Your 'Plan Status' will show 'Scheduled Activation'.
3. If you want to activate immediately before the scheduled date, or reschedule, go to the 'Billing' page and choose 'Activate Now' or 'Reschedule Activation'. The process is the same as explained above.
How to know if Scheduled Activation Failed
If your scheduled date arrives but the activation fails (e.g., due to payment issues), you will see these signs:
Sign | What you will see |
In BackOffice | A banner will inform you that the activation attempt failed, and your Plan Status will display Activation Failed. Note:
|
On POS Register | You cannot make sales. The POS Register will notify you that your account has expired. |
In Email | An email will be sent to the account owner's email address, informing you that the activation attempt was unsuccessful. |
Solution | Log in to the BackOffice and click 'Activate Now' or 'Reschedule Activation' to try again. |
Notes:
Not all accounts may be eligible for self-activation. If your account does not meet the eligibility criteria, you will need to contact your Onboarding Manager to request activation.
By clicking on the Contact Us Now button, you will be redirected to the Onboarding WhatsApp chat. If your account is not eligible for self-activation, the accounts team will assist with the activation process after verifying your details.
Why is My Activation Delayed?
If you have clicked 'Activate Now' but your 'Plan Status' has not changed to 'Active', consider the following:
'Bank Verification': If you paid via 'Online Banking', the transaction can sometimes take up to 24 hours to be verified by the bank.
'3D Secure Failure': Your credit card may ask for a TAC or OTP code. This is the code your bank sends you by SMS. If the pop-up closed before you entered the code, your activation stays 'Pending'.
'System Refresh': Sometimes your BackOffice needs a refresh. Log out, then log back in to see the updated status.
Change Your Plan
This section explains how to upgrade your subscription and add extra features like additional store or register licenses. It also clarifies the difference between license types and how pricing works when you add items mid-subscription.
Upgrade Your Subscription Plan
Note:
Subscription downgrades cannot be done through the BackOffice. Please contact our Customer Care team via Live Chat for assistance with downgrades.
1. In the BackOffice, click on 'Billing'.
2. On the 'Billing' page, you will see an option to 'Change Plan'. Click the button.
3. Select your desired higher plan (e.g., from Starter to Advanced).
Note:
Only subscription upgrades are supported in the BackOffice. However, you may downgrade your plan by contacting our Customer Care team via Live Chat.
4. Select your payment method. If you need to add or change a credit card, refer to the 'Manage Your Payment Methods' section below.
Note:
StoreHub accepts two payment methods:
Credit Card
Paying by credit card turns on auto-billing. You do not need to renew when your term ends.
Online Banking
Online banking is used for one-time payments. You renew manually each term.
5. Under 'Plan Summary', click 'Update Subscription'.
6. A 'Payment Confirmation' pop-up will appear. Ensure the details are correct, then click 'Yes, Confirm'.
Note:
If you have prorated credits from your previous subscription term, they will be automatically applied here.
7. You will see a confirmation message once the payment is completed.
Add Extra Store or Register Licenses
Refer to this section when you need to expand your business. It is important to know which license you need:
Notes:
All StoreHub subscription plans include 1 store license, with 1 register license assigned to each store by default.
'Extra Store License': Allows you to manage multiple physical store locations under one StoreHub account.
'Extra Register License': Allows you to use more POS devices (registers) within a single store.
1. In the BackOffice, go to 'Billing'.
2. On the 'Billing' page, you will see an option to 'Edit Store / Register License'. Click the button.
3. Increase the quantity for 'Extra Store License' or 'Extra Register License' as needed.
4. Proceed to select your payment method and confirm the update as described in the 'Upgrade Your Subscription Plan' steps above.
Note:
If you add extra Store/Register licenses in the middle of a previously paid subscription period, a prorated amount will be charged to reflect the remaining portion of the subscription term. This means that you only pay for the time left until your next renewal date. You do not have to pay for a full 12 months upfront. You can see the exact prorated amount on the payment page at checkout, before you confirm.
Add StoreHub Engage
StoreHub Engage is an add-on that provides customer engagement features for loyalty programs and marketing campaigns. It automates SMS campaigns like birthday promos, cashback reminders, and win-back messages.
Note:
'StoreHub Engage' is an add-on that provides customer engagement features, such as loyalty programs and marketing campaigns.
1. In the BackOffice, go to 'Billing'.
2. On the 'Billing' page, you will see an option to 'Edit Store / Register License'. Click the button.
3. Scroll to the 'Additional Add-ons' section.
4. Select 'StoreHub Engage' to add it to your subscription.
5. Proceed to select your payment method and confirm the update as described in the 'Upgrade Your Subscription Plan' steps above.
Manage Your Payment Methods
This section guides you on how to update your credit card details for your StoreHub subscription.
Important Note:
If you subscribed with a credit card, your subscription will renew automatically. 3D Secure Authentication (3DS) is mandatory for all new credit card payments in StoreHub to comply with regulatory requirements in Malaysia.
Add a New Credit Card
1. In your BackOffice, go to 'Billing'.
2. Under the 'Payment' section, click 'Manage Payment Info'.
3. Under 'Payment Method', choose 'Credit card'.
4. Insert the details for your new credit card.
5. Under 'Plan Summary', click 'Update Subscription'.
6. When the 'Update Confirmation' pops up, make sure the details are correct, then click 'Yes, Confirm'.
Change an Existing Credit Card
1. In your BackOffice, go to 'Billing'.
2. Under the 'Payment' section, click 'Manage'.
3. Under 'Select payment method', click 'Change card'.
4. Insert the details for the new credit card.
5. Under 'Plan Summary', click 'Update Subscription'.
6. When the 'Update Confirmation' pops up, make sure the details are correct, then click 'Yes, Confirm'.
Remove a Saved Credit Card
To remove a saved credit card, you need to use the 'Cancel Subscription' feature.
This will remove your credit card information and prevent automatic renewal for the next term. Your current subscription will remain active until its term ends.
If you wish to stay subscribed to StoreHub, remember to renew your account before it is cancelled!
Downgrade Your Subscription (Plan or Licenses)
Subscription downgrades are not self-serve. You cannot downgrade your plan or remove licenses yourself through the BackOffice.
To request a downgrade, contact our Customer Care team via Live Chat or email [email protected]. You can request to downgrade the following items:
1. Your plan tier (e.g., moving from 'Advanced' to 'Starter')
2. Extra store or register licenses
3. The 'StoreHub Engage' add-on
You must submit your request before your next renewal date to avoid service disruption. The process may take up to 2 working days.
Note:
Once your downgrade request is approved, it takes effect at your next billing cycle.
If you have prorated credit from unused time on your current plan, we apply it to your next invoice after the downgrade is processed.
Cancel Your Subscription
This section explains how to cancel your StoreHub subscription.
Important Notes:
This feature applies to subscriptions set for auto-renewal with a credit card.
Upon cancellation, your subscription term will not end immediately. Your credit card information will be removed, and your subscription will not be renewed automatically for the next term. Your services will continue until the end of your current paid term.
If you do not have a credit card saved in your BackOffice, your subscription will automatically cancel at the end of your current active term, and you do not need to manually cancel it.
2. Under 'Subscription Details', click on 'Cancel Subscription'.
3. Expand the dropdown menu and select a reason for cancellation.
4. Click 'Yes, Cancel'.
5. Once cancellation is scheduled, you will see a confirmation message.
What happens to my POS hardware after I cancel my subscription?
You keep your hardware. It is yours because you purchased it. You do not need to return your device, cash drawer, or customer display.
After you cancel, your device stays set up to work with StoreHub. If you would like to use the same device with a different POS system, contact StoreHub Support and ask to 'unbind' the device. Unbinding usually takes about 7 working days.
Subscription Refund Policy
If you have made a payment in error or wish to request a 'Refund', please review the criteria below.
1. Determine eligibility. 'Refunds' are generally only processed for duplicate charges or technical errors during the 'Activation' process.
2. Contact Customer Care. Submit your refund request on Live Chat or email [email protected] within 7 days of the transaction.
3. Provide 'Payment Proof'. Include your 'Invoice Number' and a screenshot of your bank statement or credit card charge.
4. Wait for 'Verification'. The 'Finance Team' will review your request. If approved, the 'Refund' will be processed back to your original payment method within 7 to 14 working days.
Troubleshooting
Problem | Solution |
I added an extra license but my new register says "Can't find a register to activate" | After payment verification, system may take a few hours to sync. Go to 'Billing' and confirm the new license shows. If still not visible after a few hours, contact Live Chat with your payment receipt. |
FAQs
1. How do I change my StoreHub Subscription plan in BackOffice?
Downgrade:
Subscription downgrades cannot be done via BackOffice. To downgrade your plan or remove an add-on, contact our Customer Care team via Live Chat or email your country's support team. Submit your request before your next renewal date. See the Downgrade Your Subscription section above.
Upgrade:
In the BackOffice, go to 'Billing', select 'Change Plan', choose the desired plan and any add-ons, select your payment method, then under 'Plan Summary' select 'Update Subscription' and proceed with payment. If you upgrade in the middle of a paid subscription period, a prorated amount is charged for the remaining portion of the term.
Change subscription terms:
Subscription terms cannot be changed in the BackOffice currently. If you require assistance, contact our Customer Care team through Live Chat.
2. How do I Add Extra Store/Register License in the BackOffice?
1. In the BackOffice, go to 'Settings', select 'Plan Billing'.
2. Select 'Edit Store/ Register License'.
3. Add the desired amount of Store/Register Licenses by clicking on the '+' button.
4. Select your payment method.
5. In 'Plan Summary' (right side of the page), select 'Update Subscription' and proceed with payment.
Note:
If you add extra Store/Register licenses in the middle of a previously paid subscription period, a prorated amount will be charged to reflect the remaining portion of the subscription term.
3. How do I Remove Store/Register License in the BackOffice?
Store/Register Licenses cannot be removed from BackOffice currently.
If you require assistance, feel free to contact our Customer Care team through Live Chat.
4. How do I activate my register after adding an extra Store/Register License?
Adding Registers in BackOffice
1. In the BackOffice, go to 'Settings', select 'POS Registers'.
2. Select 'Add POS Register', then select 'Yes' to confirm on adding new register.
3. Enter the desired POS Register Name, Assign Store and POS Layout to the register.
4. Then, click on 'Save'.
Activating Register on POS
Ensure your register is connected to Internet before conducting steps below.
1. Go to your POS App on Android/iPad Registers.
2. Tab on 'Activate Your Register' option.
3. Enter your credentials when prompted (Store Name, Email & Password)
4. Then, tab on 'Continue'.
5. What happens if my self-activation fails?
If 'Activate Now' fails due to a technical error, you can 'Try Again' or 'Contact Your Onboarding Manager'. If 'Scheduled Activation' fails, you'll be directed to the 'Billing' page with an 'Activation Failed' banner, your POS will be inactive, and you'll receive an email notification. In all cases, contact your Onboarding Manager or Customer Care for assistance.
6. Not all accounts are eligible for self-activation. Why?
Some accounts may not meet specific criteria for self-activation. If you don't see the option, please contact your Onboarding Manager to request activation.
7. My account is still locked after I paid via bank transfer. What should I do?
If you paid via bank transfer (online banking) and your account is still locked:
1. Submit your payment slip: Send it via WhatsApp to +6011 5939 2788 or email your country's support team. Include your StoreHub account name and invoice number.
2. DuitNow (Malaysia) - If you paid via DuitNow, use StoreHub's DuitNow ID to ensure faster matching. Contact support for the current DuitNow ID.
3. Expected reactivation time - Accounts are typically reactivated within 1 business day after payment verification. Payments made on weekends or public holidays will be processed on the next business day (e.g., Saturday payment = Monday reactivation).
4. You’ve made a payment and need access urgently? Contact Customer Care via Live Chat to request a temporary trial activation while the finance team verifies your payment.
8. How do I request a quotation or invoice before payment?
Malaysia: You can generate renewal quotations and proforma invoices yourself through the Billing Operations Portal. See [MY] How to Get Renewal Quotations and Upload Bank Transfer Proof for step-by-step instructions.
Thailand & Philippines: Contact your account manager or reach out via Live Chat to request a quotation.
9. What is the difference between a Store License and a Register License?
Store License = A new physical location (outlet). Each store license lets you operate a separate store with its own settings, menu, and reports.
Register License = An extra POS device at the same store. Use this when you need multiple counters or terminals within one location.
Prorated pricing example:
If you're 6 months into a 12-month Advanced plan and add 1 extra register license:
You only pay for the remaining 6 months of your current term, not the full 12 months.
The prorated amount is calculated automatically at checkout.
10. I added a new license but get "Can't find a register to activate." What do I do?
This can happen when you've paid for a new store or register license via bank transfer, but the system hasn't reflected it yet.
1. Verify in BackOffice: Go to Billing and check that the new license appears under your subscription details.
2. Wait for system sync: After payment verification, it may take up to a few hours for the license to become available.
3. Still not showing? : Contact Customer Care via Live Chat with your payment receipt so the team can manually verify and apply it.
11. Does the Advanced plan give me 2 stores?
No. The 'Advanced' plan includes 1 store, which comes with 1 register license (allowing 1 POS register in 1 store). If you need a second physical location, you must buy an 'Extra Store License'.
12. My new store was added as a sub-account by mistake. What do I do?
If the system created a separate sub-account instead of a standalone store, do not process any sales. Contact StoreHub Support via live chat or email at [email protected] for further assistance
13. Do I need an Account Manager to add extra license?
No. You can add extra store and register licenses yourself through the BackOffice 'Billing' section. Account Managers usually help for accounts with a customized subscriptions.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
Was this article helpful?
Let us know below or contact support for further assistance.