Back to Kajabi Contact Us

How to Cancel Your Member's Subscription

  • Updated

Deactivate your Member's subscription to remove access to your Products and cancel future payments for Offers with Multiple Payment and Recurring Subscription Payment Type Offers. Keep in mind, deleting a Product or Offer will not cancel your Member's Subscription, whereas canceling the subscription will end future payments. Learn to cancel your member's subscriptions. 

In this article:

Deactivate Offer in Kajabi

Manually deactivate Offers to cancel your Member's current subscription and Offer access. When manually upgrading or downgrading a Member's Subscription, first deactivate their original Offer in order for your Members to purchase the upgraded or downgraded Offer: 

  • Open the People tab from your Dashboard.
  • Locate the Member on the list, then click their name to pull up the Member Details page.
  • Select Purchases.
  • Click view on the Offer you wish to Deactivate for your Member.
  • Click Deactivate in the upper right corner of the page.
  • Select to Deactivate Now or Set Deactivation Date to deactivate at a date in the future.
  • Click Save.
  • Then, choose to Cancel Subscription Now or Keep Subscription Active in Stripe/Paypal.
Tip:
Select Cancel Subscription Now to cancel your Member's future payments in Stripe/Paypal. Selecting Keep Subscription Active will continue charging your Member, but will remove your Product(s) from your Member's library once deactivated for you to manually sever payment through Stripe/Paypal at a later date.
  • Click Save to apply:

Note:
The option to Cancel Subscription Now or Keep Subscription Active will only appear if you deactivate an Offer with the Multiple Payment Type or the Recurring Subscription Payment Type.

Cancel Directly in Stripe

To cancel a Member subscription in Stripe:

  • Log in to your Stripe account.
  • Search the email address of the Member and open their Stripe profile.
  • Scroll down to the Active Subscriptions section.
  • Click the three dots next to the subscription and select Cancel:

Note:
Canceling your Member's Subscription directly from Stripe will let Kajabi know to deactivate your Member's Offer when canceled. This will remove the Products included with the canceled Offer from your Member's library.

Cancel a Subscription with PayPal

To communicate to Kajabi that a Subscription has been canceled to deactivate your Member's access to your Product(s), your Member must manually cancel the subscription they paid for with PayPal in their PayPal account or simply Deactivate their Offer from your Kajabi Account. 

How Your Member Cancels Their Subscription in PayPal:

  • Your member must 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:

 

Tip:
You can view the customer's PayPal email address under the Purchases tab of your People tab. Simply click their name within your People tab and select Purchases. There, select View and take a look at their PayPal email address.  

Related articles