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How to manage user cancellations

Learn how it works, how to customize it, and why it benefits both you and your subscribers.

IN THIS ARTICLE:

Overview

Your subscribers can manage their subscription cancellations directly within your app. This self-service option improves user experience while reducing your support workload handling cancellation requests.

How It Works for Your Subscribers

Your subscribers can cancel their subscriptions by following these steps:

  1. Tap on "Profile" in the app navigation
  2. Select "Account Settings"
  3. Tap "Manage your plans"
  4. Choose the subscription they wish to cancel
  5. Tap "Cancel subscription"
  6. Follow the guided process based on their payment method

What Subscribers Will Experience

The cancellation experience varies depending on how the user originally subscribed:

PassionPayments Subscribers

  • Can cancel directly within your app
  • Will see a confirmation modal to complete cancellation
  • Their access continues until the end of their current billing period
  • Their subscription status will immediately update to show cancellation

As a creator, you can also manually cancel their subscription via Stripe:

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

App Store (iOS) Subscribers

  • Will see instructions directing them to their App Store subscription settings
  • Must complete cancellation through Apple's subscription management
  • Their subscription status will update after Apple confirms cancellation

Google Play Subscribers

  • Will see instructions directing them to their Google Play subscription settings
  • Must complete cancellation through Google's subscription management
  • Their subscription status will update after Google confirms cancellation

External Payment Method Subscribers (PayPal, etc.)

  • You'll need to manually cancel these subscriptions on your payment provider
  • Users will see either default or your custom cancellation instructions. Learn how to set them up here.
  • Can use the "Contact us" button (if you've enabled it) to reach out to you
  • Their subscription status will update after you manually process the cancellation

To cancel your users' external checkout subscriptions:

  • Tap on Users

plan-page

  • Search for the 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.

user-plan-page

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

Customizing the Cancellation Experience

You can personalize the cancellation instructions for subscribers who purchased through external payment methods:

  1. Go to "My App" → "Settings" → "Custom cancellation instructions"
  2. Add your personalized message in the text field
  3. Toggle the "Include Contact Us button" on or off
  4. Save your changes

Frequently Asked Questions

Will my subscribers lose access immediately after cancelling?

No, subscribers maintain access until the end of their current billing period.

If a user resubscribes after canceling, do they continue where they left off?

No, user progress does not carry over after cancellation. When a user cancels their subscription and later decides to resubscribe, their progress is reset.

Can I disable the in-app cancellation feature?

The in-app cancellation feature cannot be disabled as it helps ensure compliance with app store policies regarding subscription management.

Do I need to take action when someone cancels through PassionPayments?

No, cancellations through PassionPayments are handled automatically.

How do I process cancellations for external payment methods?

You'll need to cancel the subscription in your external payment processor (PayPal, etc.) when you receive the cancellation notification.

Can subscribers resubscribe after cancellation?

Yes, they can purchase the subscription again at any time.

Can I see why subscribers are cancelling?

Exit surveys are planned for a future update but are not available in the current version.