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Manage User Cancellations

Give your users control to cancel their subscriptions directly in your app while reducing your support workload.

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 Users.

  2. Search for the user by email and select.

  3. Scroll to Active plans and tap Cancel.

  4. 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 My App → Settings → Custom cancellation instructions.

  2. Click Add instructions.

  3. Enter your custom message in the text field.

  4. Toggle the Include Contact Us button on or off.

  5. Click Save.

Exit surveys are planned for a future update and will hopefully be available in the future.