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Manage User Cancellations

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

In This Article

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.

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
  • 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.