---
title: Manage User Cancellations
description: How subscribers cancel, and how to customize the cancellation experience in Passion Studio.
---

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September 8, 2026

# Manage User Cancellations

## How subscribers cancel, and how to customize the cancellation experience in Passion Studio.

### In This Article

- [How Subscribers Cancel](https://help.passion.io/hc/en-us/user-subscription-cancellation#user-experience)
- [Cancellation Flows by Payment Type](https://help.passion.io/hc/en-us/user-subscription-cancellation#per-payment-type) 
    - PassionPayments
    - Apple & Google
    - External checkouts
- [Customize Cancellation Instructions](https://help.passion.io/hc/en-us/user-subscription-cancellation#customize-the-cancellation-experience)

### How Subscribers Cancel

Your subscribers can cancel their subscriptions by following these steps:

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

If a subscriber resubscribes after canceling, their progress does not carry over. Subscriptions always restart fresh.

### Cancellation Flows by Payment Type

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

#### PassionPayments

- Cancel directly within your app
- Access continues until the end of their current billing period
- Subscription status will immediately update to show cancellation

As a creator, you can also manually cancel their subscription via Stripe: [How to pause or cancel subscriptions](https://support.stripe.com/questions/how-to-pause-payment-collection-or-cancel-subscriptions).

#### App Stores (iOS and Google Play)

- Directed to their App Store subscription settings
- Must complete cancellation through the App Store subscription management
- Subscription status will update after App Store confirms cancellation

The in-app cancellation option cannot be disabled, as it is required to comply with App Store policies.

#### External Payment Method (PayPal, etc.)

- Cancellations must be processed in your external payment provider
- Subscribers see either default or your [custom instructions](https://help.passion.io/hc/en-us/user-subscription-cancellation#customize-the-cancellation-experience)
- If enabled, subscribers can tap **Contact us** to reach you
- Their subscription status updates after you manually process the cancellation

**To cancel your users' external checkout subscriptions:**

1. Go to **People** and search for the client by email.
2. Open the client's profile and go to their **Offer & billing** tab.
3. Find the active plan and cancel it there.

*The exact cancel action inside the Offer & billing tab wasn't independently verified in this pass — confirm before publishing.*

You must also cancel the subscription in your external payment platform (e.g., PayPal) to prevent further billing.

### Customize the Cancellation Experience

Personalize cancellation instructions for external payment methods:

1. Go to **Settings → General → Custom cancellation instructions**.
2. Add your **Instructions** shown to members before they confirm canceling.
3. Toggle **Show a contact-us button** to add a “Contact us” button (uses your support email) before they cancel.
4. Click **Save**.

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- [Manage & Engage Your Users](https://help.passion.io/hc/en-us/manage-engage-your-users?hsLang=en#main-content)

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- [Grow Your Business](https://help.passion.io/hc/en-us/grow-your-business?hsLang=en#main-content)

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- [Account & Subscription Management](https://help.passion.io/hc/en-us/account-subscription-management?hsLang=en#main-content)

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- [Passion Funnels](https://help.passion.io/hc/en-us/passion-funnels?hsLang=en)
- [Your Users Experience](https://help.passion.io/hc/en-us/your-users-experience?hsLang=en)

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