Learn to edit your customer's ability to self-cancel from their subscriptions in your site.
In this article:
Disable subscription cancellations
With Kajabi, take full control of your subscriptions to enable or disable your customer's ability to self-cancel from your site.
If you wish to remove your customers' ability to self-cancel their subscriptions, disable Subscription Cancellations in your Customer Payments setting:
- Open the Settings tab from your Dashboard.
- Click Customer Payments.
- Click the toggle Off to disable Subscription Cancellations.
- Optional step: Include instructions directing your customer on how to cancel.
- Click Save to keep your changes:
What will my customers see if I disable this setting?
If you disable your customers' ability to self-cancel their recurring subscriptions, they will see your cancellation instructions directly below the Active Subscriptions section of their Billing Info.
Disabled Subscription Cancellations with Cancellation Instructions:
Enable subscription cancellations
Although we wish they didn't, subscription cancellations happen. Show your customers how to cancel their subscription from your site through Stripe and PayPal.
Step 1. Enable the subscription cancellations
- Open the Settings tab from your Dashboard.
- Click Customer Payments under the Site Settings header.
- Click the toggle on to enable Subscription Cancellations.
- Click Save to keep and apply your changes:
Step 2. Customers cancel their subscription
Now, your customers can manually cancel their subscription from their account:
- A customer will log in to their account.
- Click on their Avatar from the page header.
- Select Settings from the dropdown.
- Click Billing Info in the top right of the page:
Depending on the Offer they wish to cancel and the payment method used to purchase the Offer, they can cancel their subscription:
Stripe
- Select the Cancel button:
After your customer clicks Cancel, they will be prompted to confirm their cancellation:
Once confirmed, they will lose access to their Offer Subscription at the end of the current billing cycle.
PayPal
- Click Manage Subscription in PayPal
Your customer will then be redirected to their PayPal account in the Payments tab. If your customer is not logged in, they will be prompted to log in to their PayPal account.
- Click Payments in the top menu.
- Select Manage automatic payments under the "Automatic payments" section.
- Select the merchant whose agreement they want to cancel in the left sidebar.
- Click the Cancel button.
- Confirm their wish to cancel and click Cancel Automatic Payments:
Once confirmed, their subscription payments will be inactive and you will no longer receive payments for the subscription.
Step 3. After customers cancel their subscription
After your customer cancels their subscription, they will lose access to their Offer Subscription at the end of the current billing cycle.
Your customer can view their canceled subscription and access end date in their Billing Information:
Disclaimer: This Article and other materials posted on our website are offered for informational purposes only and is not intended to constitute legal advice. Do not rely on the information found here without consulting a licensed attorney in your location for your specific circumstances. It is ultimately your responsibility, and you hereby release Kajabi from all responsibility, to determine the laws or regulations, including international laws, applicable to you and your business. It is always best to be familiar with ALL laws, rules, regulations, and legislation that may be applicable to you and your recipients’ country/region.
