> ## Documentation Index
> Fetch the complete documentation index at: https://docs.opensubs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When a save offer doesn't show

> Two gates decide whether a cancelling subscriber sees your offer. Check both, then read the funnel.

OPENSUBS PLATFORM

Two gates decide whether a cancelling subscriber sees an offer. Check both, then rule out the look-alike.

**1. The cooldown already spent this subscriber**

* A subscriber who took a save incentive recently isn't offered another: the cooldown (default 60 days) is enforced server-side and holds across flow edits.
* A blocked subscriber falls back to the flow's non-incentive path.
* Change it in **Cooldown (days)** on **Settings > Cancellation flows**; 0 turns it off.

> [!TIP]
>
> **Checkpoint:** you've checked this subscriber against the cooldown window.

**2. The offer's portal feature is switched off**

* An offer can only run what the portal allows: a pause offer needs **Pause subscription**, a merge offer **Merge subscriptions**, a delay offer (alone or with a discount) **Delay next order**, a frequency offer **Change delivery frequency**, all under **Customer portal features** ([What subscribers can do for themselves](https://docs.opensubs.com/platform-v2/run/what-subscribers-can-do-themselves.md)).
* A gated offer is skipped silently: the subscriber goes to your fallback offer if it passes the same gates, otherwise to the plain cancel confirmation. Follow-up offers only enter after an explicit decline and are gated the same way.

> [!TIP]
>
> **Checkpoint:** every offer type in your flow has its matching portal feature on.

**3. The look-alike: a taken discount that later disappears**

* An accepted discount save applies for a limited number of billing cycles, one by default; once used, it drops off the subscription's summary.
* That's the offer being spent, not a gate failing. If they cancel again soon, the cooldown in the first step governs what they see.

> [!TIP]
>
> **Checkpoint:** the "missing" discount ran its cycle and left.

**4. Read the funnel, not the anecdote**

* **Analytics > Cancellations** shows the whole path: flow started, reason selected, offer shown, offer accepted, offer declined, abandoned, cancelled.
* Offers that show but never get accepted are an offer problem: back to [Set up your cancellation flow](https://docs.opensubs.com/platform-v2/run/set-up-your-cancellation-flow.md).

> [!TIP]
>
> **Checkpoint:** **Offer shown** sits close to **Reason selected** in the funnel.


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