Learn more about your customers' access to Products if a subscription payment is canceled.
In this article:
If payments are canceled...
Although we wish they didn't, cancelations happen. So, what happens if they do?
With the various payment processor options including Kajabi Payments, Stripe, and PayPal, canceled payments may revoke access to the Product(s) included with the purchased Offer.
Subscription payment failure by payment processor
Kajabi Payments
Customer initiated self-cancelations
When you allow customers to self-cancel their subscription, the subscription will be canceled at the end of their current billing period.
Hero initiated cancelations
When you, as the business owner, decide to cancel a customer's subscription, you have the flexibility to choose when the cancelation takes effect.
You can select from three options:
- End of the current billing period: If you cancel a subscription with time left in the billing period, your customers will have the Offer and Product access until the end of the billing period.
- On a custom date: Offer and Product access will remain active until the custom date you select.
- Cancel now: If you cancel a subscription immediately, payments will stop, and Offer and Product access will be revoked instantly.
Stripe
There are a few ways to cancel a Stripe subscription.
You can manually cancel your customers' subscriptions through the Kajabi application, through the Stripe dashboard, or allow your customers to cancel themselves through the customer portal.
When a subscription is canceled, the Offer may automatically be revoked and your customer will lose access to the Product(s). Learn more about how to cancel payments through Stripe.
Canceling a subscription in Kajabi
Customer initiated self-cancelations
When you allow customers to self-cancel their subscription, the subscription will be canceled at the end of their current billing period.
Hero initiated cancelations
When you, as the business owner, decide to cancel a customer's subscription, you have the flexibility to choose when the cancelation takes effect.
You can select from three options:
- End of the current billing period: If you cancel a subscription with time left in the billing period, your customers will have the Offer and Product access until the end of the billing period.
- On a custom date: Offer and Product access will remain active until the custom date you select.
- Cancel now: If you cancel a subscription immediately, payments will stop, and Offer and Product access will be revoked instantly.
Canceling a subscription in the Stripe Dashboard
When you cancel a subscription from the Stripe Dashboard, you have the flexibility to choose when the cancelation takes effect.
You can select from three options:
- Immediately: If you cancel a subscription immediately, payments will stop, and Offer and Product access will be revoked instantly.
- End of the current period: If you cancel a subscription with time left in the billing period, your customer will have Offer and Product access until the end of the billing period.
- On a custom date: Offer and Product access will remain active until the custom date you select.
Learn more about how to cancel a subscription with Stripe.
PayPal
Canceling a subscription in Kajabi
Customer initiated self-cancelations
When your customer attempts to cancel a subscription from the billing info page, they will be redirected to log into their PayPal account and cancel their subscription in PayPal:
Learn more about how your customers can cancel with PayPal.
Hero initiated cancelations
When you, as the business owner, decide to cancel a customer's subscription, you have the flexibility to choose when the cancelation takes effect.
You can select from three options:
- End of the current billing period: If you cancel a subscription with time left in the billing period, your customers will have the Offer and Product access until the end of the billing period.
- On a custom date: Offer and Product access will remain active until the custom date you select.
- Cancel now: If you cancel a subscription immediately, payments will stop, and Offer and Product access will be revoked instantly.
Canceling a subscription in PayPal
Customer initiated self-cancelations
For PayPal subscriptions to reflect cancelations in Kajabi, your customer must manually cancel their subscription in their PayPal account. After it has been canceled, PayPal will automatically notify you about the cancelation, and the Offer and associated Product access will be revoked on the last day of the customer's billing cycle.
Hero initiated self-cancelations
If you need to cancel a PayPal subscription, the Offer and Product access will be revoked on the last day of their billing cycle. For step-by-step instructions on canceling PayPal subscriptions, you can find more information here.
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