Skip to main content
Canceling a subscription stops future billing and ends the customer’s access to the Products in that Offer. When access ends depends on who canceled it and which timing option was chosen.
Note: A canceled subscription cannot be reinstated. See Canceled subscriptions cannot be restarted for what to do instead.

​
When the cancellation takes effect

​
When you cancel a subscription

Canceling from Kajabi gives you three timing options:
  • End of the current billing period. The customer keeps Offer and Product access until the period they have already paid for ends.
  • On a custom date. Offer and Product access stay active until the date you choose.
  • Cancel now. Payments stop and Offer and Product access are revoked immediately.
For step-by-step instructions, see Cancel a customer’s subscription.

​
When a customer cancels their own subscription

If you allow customers to self-cancel, the subscription is canceled at the end of the customer’s current billing period. The customer keeps access until then. You cannot choose different timing for a customer-initiated cancellation.
Note: A customer who starts to cancel does not always finish. If you have turned on a pause option or a discount offer, the customer may be shown one of those before the cancellation completes and may choose it instead. In that case the subscription is paused or discounted rather than canceled, and it stays on your books. See Enable and disable subscription self-cancellations.

​
Where a subscription can be canceled

Where a cancellation can happen depends on the payment processor, but what happens to access and billing afterward is the same.

​
Kajabi Payments

Cancel from the customer’s profile in Kajabi. Customers can cancel from their own Billing page if you allow self-cancellation.

​
Stripe

Cancel from the customer’s profile in Kajabi, or from the Stripe Dashboard. Customers can cancel from their own Billing page if you allow self-cancellation. Canceling from the Stripe Dashboard offers its own timing options:
  • Immediately. Payments stop and Offer and Product access are revoked instantly.
  • End of the current period. The customer keeps Offer and Product access until the end of the billing period.
  • On a custom date. Offer and Product access stay active until the date you choose.
See Cancel and refund a payment in Stripe.

​
PayPal

PayPal subscriptions are canceled in PayPal, not in Kajabi. Offer and Product access is revoked on the last day of the customer’s billing cycle either way. A customer who tries to cancel from their Billing page in Kajabi is redirected to log into PayPal and cancel there. Once they do, PayPal notifies Kajabi and access is revoked at the end of the billing cycle.
Note: Neither the pause option nor the discount offer is available for PayPal subscriptions, so a PayPal customer who goes to cancel is not shown either one.
See Cancel a customer’s subscription for PayPal instructions.

​
Canceled subscriptions cannot be restarted

A subscription or payment plan that has been canceled cannot be reinstated, whether it was canceled manually or as a result of failed payments. This keeps billing authorizations transparent for you and your customers.
  • To restart billing for a subscription, the customer must purchase the Offer again.
  • To restart billing for a payment plan, duplicate the original Offer, adjust the number of payments to reflect the remaining balance, and send the new checkout link to the customer.
Tip: If a customer wants a break rather than an ending, pausing keeps the subscription in place and avoids all of this. See Pause a customer’s subscription or payment plan.

​
Frequently asked questions

My customer says they canceled, but their subscription is still active. Why? If they canceled themselves, the subscription stays active until the end of their current billing period and then cancels. They may also have been offered a pause or a discount during the cancellation flow and taken it, in which case the subscription was never canceled. Check the subscription’s status: a paused subscription shows a paused badge rather than a canceled one. Is a paused subscription the same as a canceled one? No. A paused subscription stops billing temporarily and can resume. A canceled subscription is permanent and cannot be reinstated. Can I reinstate a subscription I canceled by mistake? No. The customer needs to purchase the Offer again. If you only wanted to stop billing temporarily, pause the subscription instead of canceling it. Does canceling refund the customer? No. Canceling stops future payments. Refunds are handled separately.