Payment Handling
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      3. Payment Handling

      How can I assist my client in canceling a membership they purchased?

      Removing a client’s subscription will depend on their mode of purchase: PassionPayments, Third-party checkout, or In-App purchase. Here are the steps to guide you in managing client subscriptions.

      IN THIS ARTICLE

      1. Creator's Web App (PassionPayments)

      2. External Checkout (Managed by PassionMetrics)

      3. In-App Purchase (App Store/Google Play Store)

      4. Frequently Asked Questions (FAQs)

      Clients who can't see the "CANCEL SUBSCRIPTION" button must cancel where they bought it. For instance, if purchased on the App Store, cancel there, not in Web App Account Settings. This rule is the same for other platforms.

       

       

      1. Web App (PassionPayments)

      If your client purchased through PassionPayments, you can share the following instructions:

      1. Go to the web app (appname.passion.io) 
      2. Sign in using your email and password
      3. Click on your Account in the top right corner ( you will see your photo if you uploaded one)
      4. Click on Settings
      5. Click on Manage Your Plans under Subscription & Payments 
      6. Click on the subscription you would like to cancel 
      7. Click on Cancel Subscription

      You can cancel the subscription via Stripe by following the steps below.

       
      For more information, please refer to Stripe’s How to pause or cancel subscriptions.

       

       

      2. External Checkout (PassionMetrics) 

      When you use an external checkout, your clients must contact you to request a cancellation. They will not see the cancel button on their Profile Settings.

      You can manually activate/deactivate your clients' subscriptions from your In-App Admin View. 

      • From Inside your App, click on the In-App Admin View Icon. 
      • Tap on Users.

      plan-page

      • Search for the app user using their email address.
      • Tap on the user card.

      search-users

      • Scroll to see active and inactive plans. 
      • Tapping Cancel will revoke your user's access to this Pricing Plan.
      • Tapping Activate will grant your user access to this Pricing Plan.  

      user-plan-page


      Please also cancel the subscription from your payment platform to ensure that your client will not be billed again.

       

       

      3. In-App Purchase (App Store/Google Play Store) 

      If your clients purchase via App Store/Google Play Store, you can share these steps so they can cancel their subscription:

      App Store

      • Open the Settings app.
      • Tap Your Name on the top.
      • Tap Subscriptions.
      • Tap the subscription that you want to manage.
      • Tap Cancel Subscription (If you don’t see Cancel, the subscription is canceled and won't renew.)

       

      Google Play Store

      • On your Android phone or tablet, open the Google Play Store.
      • At the top right, tap the profile icon.
      • Tap Payments & Subscriptions.
      • Tap on Subscriptions.
      • Select the subscription you want to cancel.
      • Tap Cancel subscription.

       

       

      4. Frequently Asked Questions (FAQs)

      • Will my clients lose access to the app if I unpublish it from the store?

      Your clients will not automatically lose access to the app or have their cancellation automatically terminated. However, new users cannot find and download your app.

      • Can Passion.io CS Champs cancel the subscription via PassionMetrics instead?

      Yes, we can cancel it from our end. However, we usually send a cancellation request to you so you can offer retention. Also, we only change your account settings or client subscriptions with your knowledge.