Why we've written this article
Most users can cancel their subscriptions through the same platform they used to purchase them. However, some may experience issues and contact you for assistance. While certain situations may require our support, many can be resolved by following these steps
Key Points to Remember
Users can only cancel their subscriptions through the platform they used to purchase them.
Cancellation methods differ depending on whether the subscription was purchased via the website, Google Play Store, or Apple App Store.
Steps to Help Users Cancel Their Subscriptions
Locate the User Account
Go to the Users section in the left menu.
Enter the user’s email address in the search bar.
Click on their email address to view their account details.
Note: If no results appear for the email address provided, the user may have registered with a different email. In this case, forward their email to us for further assistance.
Identify the Payment Provider
Look for the Sales table in the user’s account details.
The rightmost column will display the payment provider (e.g., Stripe, Google, or Apple).
Send the Appropriate Cancellation Instructions
Use the information below to guide the user based on their payment provider:A. Website (Stripe) Subscriptions
Users can cancel their subscription by:
Logging into their account on the website.
Clicking the profile icon in the top-right corner.
Selecting Manage Subscriptions and clicking Cancel Subscription.
Alternatively, you can cancel the subscription for them via Stripe:
Log in to your Stripe account.
Search for the user’s email address.
Select the subscription and click the X to cancel.
Choose Immediately if needed. If a refund is required, select the option to issue a refund and send a receipt.
Note: Users retain access to their subscription until the end of the current billing cycle.
B. Google Play Store Subscriptions
Users must cancel their subscription directly through the Google Play Store.
Provide these steps:
Open the Google Play Store.
Navigate to their subscriptions.
Select the relevant subscription and cancel it.
Important: You cannot cancel Google subscriptions on behalf of the user.
C. Apple App Store Subscriptions
Users must cancel their subscription through their Apple ID settings or within the app.
Provide these steps:
Open the Settings app on their device.
Tap their Apple ID > Subscriptions.
Select the subscription and cancel it.
Important: Apple controls all subscription cancellations, so you cannot cancel these subscriptions on behalf of the user.
Refunds vs. Cancellations
It’s important to understand the difference between refunds and cancellations:
Cancellations stop future charges or access to a subscription without necessarily returning any money already paid.
Refunds involve returning money to the customer for a previous payment.
A refund is only necessary if the customer specifically requests it. Even then, your obligation to provide a refund depends on the customer’s location and applicable regulations. In some cases, you are not required to provide a refund and can decide at your discretion.
Refund Processes Based on Payment Methods:
Apple/Google Payments: Refunds for subscriptions purchased via Apple or Google are managed directly by those platforms. You cannot issue refunds for these users.
Website Payments (Stripe): Refunds for website payments are processed manually through Stripe. You can follow Stripe’s guide for refunds here: How to Refund a Customer in Stripe.
Always ensure compliance with local regulations when handling refund requests. If you’re unsure, feel free to reach out to us for guidance.