Most of your users will be able to easily cancel their subscriptions, but a small number of users will have issues and may contact you directly for help. Some of these issues may need our attention, but there are some basic steps you can take that should resolve the issue without needing to wait for a response from us.
All you need to do is:
Search for the user
Search for the user
Check which payment provider they used
Send them the instructions for cancelling with that store.
Top Tip
Just have a website? Skip to the web cancellation instructions or cancel their subscription directly in Stripe.
Search for the user
Finding information about a user is really easy. All you need to do is click 'Users' from the left menu, search for their email address in the search bar and click on their email address.
If you can't find a record with that email address this means they have not registered with that address, but they may have used an alternative. Please forward their email to us.
Check which payment provider they used
You should now see a table with information about the user. If they have made a purchase it will show in the 'Sales' table. The rightmost column will show you the payment provider.
Send the cancellation instructions
Stripe (Web) Cancellations
Stripe subscriptions can be cancelled either by you or the user. In general you may want to send the self cancellation instructions because dealing with large volumes of cancellation requests yourself can be time consuming. If the user is unable to cancel their subscription, or you also have to process a refund you should cancel their subscription through Stripe.
The user can cancel by:
Logging in to the web version
Clicking the profile icon in the top right, then click 'Manage Subscriptions'
Click Cancel Subscription
You can cancel a subscription by doing the following:
Log in to your Stripe account.
Search for the user's email and click on the result.
Hover over the subscription and click the 'X' to cancel the subscription
Select "Immediately"
If you need to refund the subscriber at the same time, select this in the dropdown and tick to send them a receipt.
They will continue to have access that they have paid for up until their renewal date.
Apple Cancellations
Apple Subscribers can cancel within the app or in their Apple ID settings. Apple gives control over cancellation to the users, so subscriptions can only be cancelled by them.
Google Cancellations
Google subscribers can cancel from the Google Play Store. Like Apple, users must cancel their own subscriptions.