Most users can cancel their subscriptions themselves. Occasionally, a user may contact you directly for help. This guide explains:
How to identify how they subscribed
How cancellation works on web vs app stores
When you should intervene
How refunds relate to cancellations
Step 1 - Identify the User
In your SupaPass dashboard:
Go to Commerce > Sales Dashboard
Search using their email address
If no record appears, they may have used a different email address or have not purchased a paid product. You can check all your users by going to Community > User Directory
Step 2 - Check the Payment Provider
On the user record, the payment provider is shown under column Provider.
The payment provider will show as:
Stripe (purchased via web app)
Apple (purchased via the Apple app)
Google (purchased via the Google app)
Cancellation depends on the provider used.
Stripe (Web) Cancellations
Recommended: User Self-Cancellation
Users can cancel by:
Logging in
Going to Manage Access
Selecting Manage Subscription
Cancelling via the Stripe Customer Portal
Stripe may display a cancellation confirmation and feedback form.
This is expected.
Once cancelled:
Stripe updates the subscription status
SupaPass updates access automatically
When Should You Cancel for Them?
You may need to cancel manually if:
The user cannot access their account
A refund is required
There is a billing dispute
To cancel in Stripe:
Log into your Stripe dashboard
Search for the user by email
Open their subscription
Choose whether to:
Cancel immediately, or
Cancel at end of billing period
Choose carefully based on the situation.
Immediate vs End-of-Period Cancellation
Cancel at end of period
User retains access until renewal date
No further charges occur
Cancel immediately
Access may end immediately
No future charges occur
If you issue a refund, cancellation does not automatically happen.
Refunds and cancellations are separate actions.
One-Time Purchases (Stripe)
One-time purchases cannot be cancelled.
If needed:
Issue a refund directly in Stripe.
Refunding does not automatically grant or remove access - review the user’s access after processing.
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. You cannot cancel Apple subscriptions on their behalf.
Google Cancellations
Google subscribers can cancel from the Google Play Store. Like Apple, users must cancel their own subscriptions. You cannot cancel Google subscriptions on their behalf.
Frequently Asked Questions
Why does my user still have access after cancelling?
Why does my user still have access after cancelling?
If cancellation was set to end at the billing period, access continues until the renewal date.
Check the cancellation timing in Stripe.
Why was my user charged even though they cancelled?
Why was my user charged even though they cancelled?
If a renewal charge was processed before cancellation, that charge applies to the new billing period.
Cancellation prevents future renewals, not past processed charges.
If I refund a user, does that cancel their subscription?
If I refund a user, does that cancel their subscription?
No.
Refunds and cancellations are separate actions.
You must cancel the subscription separately if required.
My user says they cancelled but are still being charged.
My user says they cancelled but are still being charged.
Check:
Which platform they subscribed through
Whether cancellation was completed
Whether it was end-of-period
Stripe, Apple, and Google each handle billing independently.