Cancel a subscription

You can cancel a customer's subscription from the customer page or subscription page.

1. First navigate to the customer's main overview page within your dashboard.

You can do this by finding them on the Customers page and then clicking on their name. Alternatively, type their name into the search bar, hit enter, and they should appear in the results. Then as before, simply click their name to open their overview page.

2. Scroll down until you reach the Subscriptions section. Active subscriptions have a green dot beside them.

There are two ways you can cancel a subscription.

a). Click the red 'X' at the far right of the subscription entry. Then click Cancel subscription confirm you wish to take this action.

b). Alternatively, cancel the subscription via the red Cancel button on it's details page, accessed by clicking on the subscription itself within the Subscriptions section.

Then confirm by clicking Cancel subscription on the window that opens.

Cancelling a subscription does not cancel the mandate. Mandate cancellation is a separate process.

IMPORTANT

If a payment within the subscription is due to be collected within one working day or less, the payment will appear in pending_submission status.

When this happens, it appears in the Payments section on the customer's main overview page (below the Subscriptions section) and will have a yellow dot next to it.

When this is the case, cancelling the subscription does NOT cancel the pending payment. You will need to cancel the payment separately if you need to ensure it is not charged.