Enable and disable subscription self-cancellations

This article covers the Customer Payments settings that control how customers cancel a subscription on your site, including the retention options you can add to that flow.

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Decide what your customers can do

Every setting in this article lives in Settings > Customer Payments. Start with what you want your customers to be able to do:

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Before you decide

Cancellation rules vary by region, and a few of these choices have legal implications worth checking first:

• Self-cancellation. Some jurisdictions require that customers be able to cancel a subscription themselves, without contacting you.
• Two-step cancellation. Some jurisdictions don’t allow it. Verify the laws in your region before turning it on.
• Pause without cancellation. If cancellations need to go through your team, pause gives your customers a self-serve option without opening up self-cancellation.

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Enable subscription self-cancellations

1. Open the Settings tab from your Dashboard.
2. Click Customer Payments under the Payment Settings header.
3. Check the box labeled “Enable customers to self-cancel their subscriptions”
4. Two-step cancellation is on by default. Toggle it off if you’d rather your customers cancel in a single step.
5. Add a personal message to acknowledge your customers and give them a reason to reconsider, or use the default message provided.
6. Create up to 8 cancellation reasons for cancelling customers to choose from, or use the set of default cancellation reasons provided.
   • This allows you to better understand why customers are cancelling and adjust for better retention
   • List one cancellation reason per line
   • Click View cancellation report to review your customer feedback
7. Click Save to keep and apply your changes:

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Add a pause or discount option

Two settings in Customer Payments give cancelling customers something other than a goodbye.

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Let customers pause their subscription.

A Pause instead option appears in the cancellation flow, and customers can also pause directly from their Billing page. Pauses run for a set number of billing intervals and begin at the end of the customer’s current billing cycle, so they keep access until then. You can cap how long and how often a customer pauses. For setup steps, duration and frequency limits, and what your customers see, read Let customers pause their own subscriptions.

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Offer a discount before cancellation.

Customers see a discount offer before their cancellation goes through. You set the discount title, message, percentage, and how many billing periods it applies to, and you can restrict it to once per customer per subscription. For setup steps and how the discount interacts with existing coupons, read Offer a discount when a customer tries to cancel.

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Disable subscription self-cancellations

To remove your customers’ ability to cancel on their own:

1. Open the Settings tab from your Dashboard.
2. Click Customer Payments.
3. Uncheck the box labeled “Enable customers to self-cancel their subscriptions”
4. Optional step: Include Cancellation instructions directing customers on how to cancel.
5. Click Save to keep your changes: Your customers will see your cancellation instructions directly below the Active Subscriptions section of their Billing Info:

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What your customers see when they cancel

Customers reach their subscriptions by logging in, clicking their avatar in the page header, selecting Settings, then clicking Billing. From there they click the 3 dots […] next to a subscription and choose Cancel subscription. Cancelling customers always see your personal message and your cancellation reasons, whether two-step cancellation is on or off. Once they confirm, they keep access until the end of their current billing cycle.

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With a pause or discount option enabled

Your customers pass through an extra step or two before the cancellation completes. Two-step cancellation on:

1. Your customer sees your personal message, with Pause instead at the bottom if pause is enabled.
2. If they continue, the discount offer appears. They can Accept offer to stay at the discounted price, or keep going.
   
   
3. If they keep going, they choose a cancellation reason and the cancellation completes.

Two-step cancellation off:

1. Your customer sees a single form with your personal message and cancellation reasons.
2. If a discount is enabled, a Claim offer section appears on that form. Clicking it opens the offer, where they can accept or return to the form.
3. If pause is enabled, Pause instead appears at the bottom of the form.
4. Confirming on the form completes the cancellation.

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PayPal subscriptions

PayPal cancellations finish outside of Kajabi, so the flow works differently:

1. Your customer clicks Cancel subscription next to the PayPal subscription and sees your personal message and cancellation reasons.
2. They click Continue to Paypal and are redirected to PayPal, logging in if prompted.
3. They select the merchant whose agreement they want to cancel.
4. They click Cancel.
5. They confirm and click Cancel Automatic Payments. Once confirmed, their subscription payments stop and you no longer receive payments for that subscription.

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After a customer cancels

Your customer keeps access to their Offer subscription until the end of their current billing cycle. They can view the canceled subscription and its access end date in their Billing Information.

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Frequently asked questions

Do I have to allow self-cancellation to let customers pause? No. Customer self-pause is its own setting. Leave self-cancellation off and your customers can still pause from their Billing page. Do I have to allow self-cancellation to offer a discount? Yes. The offer appears inside the cancellation flow, so it only works when customers can cancel on their own. Can customers see both a pause option and a discount offer? Yes, if you enable both. They appear at different points in the flow. Does the discount offer replace a coupon my customer already has? Yes. Accepting a cancellation discount replaces any existing coupon on that subscription completely, even if the coupon would have lasted longer. See Offer a discount when a customer tries to cancel for details. Will my personal message still appear if I set up a discount? Yes. Your personal message and the discount copy are separate fields serving different steps of the flow.