SaaS Platform FAQ in Sparkforge

This FAQ covers the questions agencies hit most often when running SaaS Mode in Sparkforge. The answers focus on real fixes — what to check, what to change in Stripe, and when to disable and re-enable SaaS to reset state.

Billing and payment

How do I delete the last card from Company Billing?

If a sub-account has only one card on file, the platform blocks removal to prevent billing disruption. Delete the card directly in Stripe if you know the matching Stripe customer ID.

Why does adding or removing a card on one sub-account affect others?

This happens when multiple sub-accounts share the same Stripe customer ID. To fix it, go to Manage Client, compare Stripe customer IDs across the affected sub-accounts, then assign a unique Stripe customer to each. Disable SaaS on all but one of the affected accounts and re-enable using Share a link, Request via SMS, or Request via email.

The client cannot add a payment method (Error: "No such customer")

The Stripe customer linked to the sub-account no longer exists, or the agency's Stripe account has changed. Common causes: the Stripe customer was deleted, the agency Stripe account was replaced, or the sub-account was transferred from a different agency. Disable SaaS on the affected sub-account to reset the Stripe customer mapping, then re-enable.

Auto-recharges are failing with "payment declined"

Auto-recharge does not support 3DS-only cards. Ask the client to add a card that supports 3DS but is not 3DS-only.

The client gets an error about Indian regulations when adding a payment

Indian Stripe accounts require a customer name and billing address for export transactions. Add the client's billing address to the Stripe customer record from the Stripe dashboard.

500 error when adding a payment method

Usually one of two causes: Stripe is not connected at the agency level, or the Stripe customer for the sub-account has been deleted. Confirm the agency Stripe connection, verify the customer exists, and disable/re-enable SaaS if the mapping needs to be recreated.

"The provided key does not have access to account" when adding a card

The agency's Stripe account was changed or reconnected, invalidating the existing customer mapping. Reconnect the correct Stripe account, disable and re-enable SaaS for the sub-account, then retry.

"No payment provider found" when adding a card

No payment provider is connected at the sub-account level. Go to Sub-account > Payments > Integrations and connect a supported provider such as Stripe, NMI, or Authorize.net.

"Invalid contactId or altId" when adding a card

The contact tied to the sub-account is missing or invalid. Create or re-associate a valid contact in the sub-account, then retry.

Welcome email

What is the default subject line?

Activate your account

Who receives the welcome email?

The newly created user.

Why are custom values not populating?

Only certain custom values are supported in welcome emails. If they were updated directly inside the sub-account instead of through the SaaS Configurator, they will not be applied. Update all custom values exclusively through the SaaS Configurator.

The client received the default welcome email instead of the custom one

The custom template may have been deleted from the sub-account. Switch to the sub-account and verify the template exists in the [Do Not Edit] SaaS Configurator Templates folder. Use Reset Agency Welcome Email from the Support Portal with the company ID to restore it.

How do I change the welcome email's source sub-account?

Use Reset Agency Welcome Email from the Support Portal with the correct company ID.

Sub-account management

Why were duplicate sub-accounts created?

When a client buys a SaaS subscription via Stripe, a funnel, or a sales link, the system always creates a new sub-account. It does not automatically attach the subscription to an existing sub-account. To consolidate, manually transfer the subscription to the correct sub-account in Stripe and disable SaaS on the duplicate.