How to Cancel a Subscription

Learn how to cancel customer subscriptions. You can cancel subscriptions immediately or at the end of the billing period.

Before You Begin

• You must be logged in to your account at https://app.joinzipper.com
• You need permission to manage subscriptions (typically organization owners and admins have this permission)
• A subscription to cancel

Steps

Step 1: Navigate to Subscriptions

1. Log in to your account at https://app.joinzipper.com/auth/login
2. From the dashboard, go to Payments → Subscriptions (or find subscription management)
3. You'll see subscription list

Alternative: You can also access subscriptions from customer account.

What happens next: You'll see all active subscriptions.

Step 2: Find Subscription to Cancel

1. Browse subscriptions:

   • See all active subscriptions
   • Find the subscription you want to cancel
   • Click on subscription to view details

2. Or find via customer:

   • Go to customer account
   • Find their subscriptions
   • Open subscription details

Note: Find the specific subscription you want to cancel.

Step 3: Open Cancel Option

1. Click on subscription to view details
2. Look for Cancel button or option
3. Click Cancel
4. Cancellation interface will open

What happens next: You'll see cancellation options.

Step 4: Choose Cancellation Type

1. Select cancellation type:

   Immediate Cancellation:

   • Cancel subscription right away
   • Access ends immediately
   • No further charges

   End of Period Cancellation:

   • Cancel at end of current billing period
   • Customer keeps access until period ends
   • No renewal after period ends
   • Example: Cancel at end of month if monthly subscription

2. Choose appropriate type:

   • Immediate: For immediate cancellation
   • End of period: For graceful cancellation

Note: Choose cancellation type based on your needs and customer situation.

Step 5: Confirm Cancellation

1. Review cancellation details:
   • Subscription is correct
   • Cancellation type is appropriate
   • Customer understands cancellation
2. Click Confirm Cancellation (or Cancel Subscription)
   • Cancellation will be processed
   • You'll see a confirmation
   • Subscription is canceled

What happens next: Subscription will be canceled and:

• Cancellation is processed immediately or at end of period
• Customer loses access (immediate) or keeps access until period ends
• No further charges occur
• Cancellation is recorded in subscription history

How Subscription Cancellation Works

When you cancel a subscription:

1. Immediate cancellation:

   • Subscription ends right away
   • Customer loses access immediately
   • No further charges

2. End of period cancellation:

   • Subscription continues until period ends
   • Customer keeps access until period ends
   • No renewal after period ends
   • Graceful cancellation

3. Cancellation record:

   • Cancellation is recorded
   • Appears in subscription history
   • Customer receives notification

Tips

• Use end of period cancellation for better customer experience
• Communicate cancellation clearly to customers
• Keep records of cancellations
• Consider offering alternatives before canceling
• Review cancellation policies regularly

Troubleshooting

Problem: I don't see Cancel option Solution: Check that:

• You have permission to manage subscriptions
• Subscription exists and is active
• Subscription can be canceled

Solution: Verify permissions and subscription status. Contact your organization owner if needed.

Problem: Cancellation fails Solution: Check that:

• Subscription is active
• Cancellation can be processed
• System is working correctly

Solution: Verify subscription status. Try again or contact support if issues persist.

Problem: Customer still has access after cancellation Solution: Check cancellation type:

• Immediate cancellation should end access right away
• End of period cancellation keeps access until period ends
• Verify cancellation was processed

Solution: Verify cancellation type and processing. Check subscription status.

Problem: I want to reactivate a subscription Solution: To reactivate:

• Go to subscription details
• Look for reactivate option
• Reactivate subscription
• Customer regains access

Solution: Reactivate subscriptions from subscription details if needed.